Helpline Consultant-IOM TUNISIA عودة إلى الفرص

Duty Station : Sfax, Tunisia
Position Title : Helpline Consultant
Classification : Consultancy
Type of Appointment : 6 months
Estimated starting date : April 2023
Organizational Context and Scope:
The International Organization for Migration (IOM) is an organization of the United Nations with 174 Member States committed to the principle that humane and orderly migration for the benefit of all. Established in 1951 and now active in over 400 field locations in 100 countries worldwide, IOM works with governments, civil society, and other partners to assist in meeting
the operational challenges of migration governance; advance understanding of migration issues; promote social and economic development through migration and uphold the human dignity and well-being of migrants.
Under the overall supervision of the Chief of Mission in Tunisia, and the direct supervision of the
Head of Sfax Sub-Office and in coordination with relevant units, the incumbent shall be responsible for carrying out the below responsibilities in accordance with IOM’s regulations, rules and procedures.
Responsibilities and Accountabilities:
1. Answer the helpline calls and provide migrants with basic information on the services available in Tunisia, in accordance with appropriate internal protocol;
2. Ensure the appropriate referral of migrants to the relevant IOM colleagues depending on the migrants’ needs and requests;
3. Assist in responding to inquiries and requests of migrants regarding the progress of their case situation;
4. Keep record of the calls and update the helpline database;
5. Report of any technical issues with the helpline to Procurement Unit;
6. Elaborate monthly reports on helpline assistance and communicate related data as may be required
7. Provide back-up support in the provision of assistance to vulnerable migrants as may be required
8. including screening interview to determinate needs, psycho social counselling and updating of an IOM database on assistance to vulnerable migrants.
9. Ensure discretion and confidentiality regarding the personal data of beneficiaries, in line with IOM Data Protection Principles.
10. Perform other duties as may be required
Desirable Qualifications and Experience:
• Bachelor’s or Equivalent or Higher degree in Social Sciences or other relevant specialty from an accredited academic institution and two years of relevant work experience;
• Demonstrated ability to maintain accuracy & confidentiality in performing responsibilities.
• Experience in the field of activities targeting returnees and vulnerable migrants or other vulnerable individuals is an advantage.
• Excellent computer skills, especially in MS Office;
• Strong interpersonal & intercultural skills with an attention to detail;
• Team player; 100% integrity
• Any experience with migrants will be highly recommended
This position does not require Travel
Languages:
• Fluency in Arabic, French and English.
Posting
• From 15/03/2023 to 29/03/2023