Helpline and database Consultant – IOM Retour vers les opportunités

Duty Station : Tunis, Tunisia
Position Title : Helpline and database Consultant
Classification : Consultant
Type of Appointment : 6 months (with possibility of extension)
Estimated starting date: ASAP

Organizational Context and Scope:

Established in 1951, the UN agency for Migration – IOM is the leading inter-governmental organization in the field of migration and works closely with governmental, intergovernmentaland non-governmental partners. IOM is dedicated to promoting humane and orderly migrationfor the benefit of all. It does so by providing services and advice to governments and migrants.

Core Functions / Responsibilities:

Duties and Responsibilities:

Under the guidance of the Chief of Mission, and the direct supervision of the Protection Officer,the incumbent will assist IOM Tunisia with the following tasks:

Essential Functions include:

• Answer the helpline calls and provide migrants with basic information on the servicesavailable in Tunisia, in accordance with appropriate internal protocol;
• Ensure the appropriate referral of migrants to the relevant IOM colleagues depending on the migrants’ needs and requests;
• Assist in responding to inquiries and requests of migrants regarding the progress of their case situation;
• Keep record of the calls and update the helpline database;
• Report of any technical issues with the helpline to Procurement Unit;
• Elaborate monthly reports on helpline assistance and communicate related data as may be required
• Provide back-up support in the provision of assistance to vulnerable migrants as may be required, including screening interview to determinate needs, psycho social counselling and updating of an IOM database on assistance to vulnerable migrants.
• Ensure discretion and confidentiality regarding the personal data of beneficiaries, in line with IOM Data Protection Principles.
• Perform other duties as may be required.

Required Competencies:

Inclusion & respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion wherever possible.

• Shows respect and sensitivity towards gender, culture, ethnicity, religion, sexual orientation,political conviction and other differences.
• Encourages the inclusion of all team members and stakeholders while demonstrating the ability to work constructively with people with different backgrounds and orientations.
• Promotes the benefits of diversity; values diverse points of view and demonstrate this in daily work and decision making.
• Challenges prejudice, biases and intolerance in the workplace.

Integrity & transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.

• Upholds and promotes the Standards of Conduct and Unified Staff Regulations and Rules.
• Delivers on commitments; manages the organization’s resources reliably and sustainably.
• Embraces and encourages transparency, balancing this with the need for discretion and confidentiality as appropriate.
• Maintains impartiality and takes prompt action in cases of unprofessional or unethical behaviour.
• Does not abuse one’s position and acts without consideration of personal gain. Is motivated by professional rather than personal concerns.

Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.

• Demonstrates professional competence and mastery of subject matter and willingness to improve knowledge and skills.
• Seeks to raise professional standards in self and others through daily work and activities.
• Adapts quickly to change and is decisive and versatile in face of uncertainty.
• Shows self-control and persistence when faced with difficult problems, and remains calm in stressful situations.
• Is conscientious and efficient in meeting commitments, observing deadlines and achieving results.