Hotline Assistant (Consultant)

Project Context and Scope
 

The successful candidate will be assisting in accommodating the hotline calls and coordinating the referral procedures for the vulnerable migrants and those migrants who are eligible for registration under IOM. The consultant is expected to carry out his/her duties in accordance with strictest moral and ethical standards and with due respect for gender and socio-cultural differences of the migrants.
  Organizational Department / Unit to which the Consultant is contributing
 

PxD (Direct Assistance/Intake and Registration) Tasks to be performed under this contract  

1. Answer incoming calls, provide immediate response to information inquiries and questions, recording all user information into the RIMS database system. 
2. Identify urgent cases and make appropriate referrals for IOM beneficiaries to other units. 
3. Ensure clear understanding of the Call center Standard Operating Procedures (SOP) and adherence to all relevant guidance while managing incoming and outgoing calls.  
4. Assists callers in identifying needs and simplify the information required to ensure 
5. Ensure that adequate information is being provided to the caller and document their informed consent for cases that require referral or onward escalation for follow up action 
6. Forward complaints/feedback not resolved at first contact to the relevant programme focal points as guided by call center supervisor 
7. Follow up with the call center supervisor on timely response from programme focal points on all concerns referred 
8. Ensure responses/feedback is delivered to users and update the database system 
9. Ensure information obtained from a variety of IOM programs units on their activities is adequately communicated to callers/users as requested 
10. Ensure information obtained from a variety of IOM programs units on their activities is adequately communicated to callers/users as requested 
11. Report any technical problem immediately to the Call Center Supervisor 
12. Keeps professional skills current by attending training on new equipment and learning new or modified procedures as provided by supervisors/IOM programme staff 
13. Adhere to strict personal data protection and privacy protocols. 
14. Assist with cross-checking with concerned counterparts to verify the information of the registered beneficiaries and refer for social screening if cases met IOM eligibility criteria. 
15. Respect IOM’s Data Protection Principles when gathering data on behalf of the organization, ensure all data are kept safe and confidential. 
16. Report on a daily basis on the activities conducted and the realities/issues encountered to the project officer and make relevant recommendations. 
17. Perform other duties as they might be assigned.        Education and Experience

     

    • Bachelor’s degree in a in a community work related field from an accredited academic institution with minimum from 1 – 2 years of experience in the humanitarian field.
    • Experience in working with governmental and diplomatic authorities as well as with international organizations is an advantage.
    • Excellent knowledge in word processing and typing skills in English and Arabic;
    • Experience working with Excel and databases.
    • Thorough working knowledge of English and Arabic, both spoken and written   Languages
      • English and Arabic IOM’s official languages are English, French and Spanish. Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.   Travel required
        • N/A Required Competencies   IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.   Values - all IOM staff members must abide by and demonstrate these three values:
        • Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
      • Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
    • Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
18. Courage: Demonstrates willingness to take a stand on issues of importance.