KG10-HR2025C37 - Hotline Operator

Project Context and Scope
The \"Safe Migration for Seasonal Workers from Central Asia to the UK\" project aims to support the safe participation of Central Asian migrants in the UK Seasonal Workers Scheme (SWS), promoting a positive migration experience within the United Kingdom (UK) and helping participating Central Asian countries maximize the scheme’s benefits for economic development. The project seeks to address the challenges faced by nationals of Kazakhstan, Kyrgyzstan, Tajikistan, and Uzbekistan engaged in labour migration to the UK under the SWS.

Organizational Department / Unit to which the Consultant is contributing The \"Safe Migration for Seasonal Workers from Central Asia to the UK\" project. Tasks to be performed under this contract 

• Provide counselling to prospective migrants and migrants who are in the UK through the hotline line and online channel calls, and WhatsApp;
• Provide monthly reports, granting the confidentiality and ethical standards, on the number of cases, number of sessions, statistics of identified problems and follow-up, according to the procedures of the CEA and IOM;
• Update of the scenario for hotline based on the existing PDO materials;
• Using the referral mechanism to the CEA Administration with the following referral to the MIA. Performance indicators for the evaluation of results
  • SOP for the hotline is developed and used. 
  • Monthly reports on the progress of the hotline counselling (hotline, WhatsApp) in Russian. 
  • The pre- and post- tests for the capacity-building of trainings for the hotline operators, as evidence of the improvement of the work. 
  • A scenario for hotline based on the existing PDO materials is updated and used. 
  • The reporting templates, with sections on statistics, disaggregation by the topic, observations and challenges, are used.
  • The referral mechanism to the MIA on fraud cases is used.

    Education, Experience and/or skills required

    • Bachelor’s or higher degree in Communication, Pedagogy or related field from a recognized institution;  
    • At least 5 years of working experience in provision of hotline counselling/information sessions on safe migration;  
    • Extensive knowledge of labour migration context in Kyrgyzstan.Languages
      • Fluency in Russian and Kyrgyz, knowledge of English is an advantage. 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
        • Travel within this assignment is not required.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.
  • Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.Core Competencies – behavioural indicators
• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.