Hardship Level (not applicable for home-based)E (most hardship)
Family Type (not applicable for home-based)
Non Family
Staff Member / Affiliate TypeUNOPS LICA4
Target Start Date2024-04-01
Job Posting End DateMarch 18, 2024
Terms of Reference1. General Background (Brief description of the national, sector-specific or other relevant context in which the individual contractor will operate) The Protection Helpline Assistant will be a member of the UNHCR team and will respond to calls received through the helpline, as well as related email contacts, and provide accurate and timely responses. The incumbent will be supervised by a UNHCR staff member in the office of assignment (Quetta). The helpline will be integrated with UNHCR's pre-existing public information lines. The Helpline Assistant will provide direct advice and guidance where possible and may also refer callers to other sources of information (such as the public information campaign) or refer cases as necessary and appropriate for follow up by protection, assistance or other teams. The Helpline Assistant will provide periodic internal reports of the nature and number of contacts received, and the types of responses given. In addition, the incumbent will support wider communications functions and may be called upon to undertake other duties. The incumbent will be required to be proficient in one or more of the main languages spoken by Afghan refugees in Pakistan (for instance, Pashto, Dari or Hazaragi). 2. Purpose and Scope of Assignment (Concise and detailed description of activities, tasks and responsibilities to be undertaken, including expected travel, if applicable)• Receive and respond to calls received through the helplines in a kind, helpful and professional manner.• Respond to email contacts and provide accurate and timely responses.• Remain abreast of all information and updates on assistance and services to persons of concern to ensure that information being provided is accurate and up-to-date.• Record the incoming calls and details in designated databases in an accurate and timely manner.• Compile and report on Helpline’s trend - including concerns, and information coming from persons of concern.• Support in generating daily, weekly and monthly reports on the number of calls received, average waiting time, number of referrals made, etc.• Provide counselling and guidance to individuals calling the helpline.• Make outbound calls as needed to schedule appointments, collect information, participate in emerging exercises, etc.• Provide face to face counselling and information dissemination when required.• Perform other related duties as required.
3. Monitoring and Progress Controls(Clear description of measurable outputs, milestones, key performance indicators and/or reporting requirements which will enable performance monitoring)• Number of calls responded to• Participation in capacity building sessions for the helpline staff• Participation in CBP internal meetings and those with the partners• Support in recording and response to other types of CBCM (Community Based Complaint Mechanisms) 4. Qualifications and Experience(List the required education, work experience, expertise and competencies of the individual contractor. The listed education and experience should correspond with the level at which the contract is offered.)a. Education (Level and area of required and/or preferred education)Years of Experience / Degree Level• Completion of High School Diploma with relevant experience in Humanitarian and related fields.• Minimum 1 year relevant experience with High School Diploma; or Bachelor or equivalent or higherb. Work Experience (List number of years and area of required work experience. Clearly distinguish between required experience and experience which could be an asset.)Desirable:Experience in working with UNHCR Registration procedures or relevant experience working with any other organization with similar responsibilitiesLanguage Requirements: Essential - very good knowledge of English and local languages (spoken and written) Pashto, and Urdu. Knowledge of Dari or any locally used language by the refugees will be an asset. Functional Skills IT-Computer Literacy. Ability to work with databases. Ability to operate phone systems. Experience in public relations, communications, or other similar public-facing employment is desirable. 
c. Key Competencies (Technical knowledge, skills, managerial competencies or other personal competencies relevant to the performance of the assignment. Clearly distinguish between required and desired competencies)Competency Requirements:Core Competencies:AccountabilityCommunicationOrganizational AwarenessTeamwork & CollaborationCommitment to Continuous Learning Client & Result OrientationCross-Functional Competencies:Analytical ThinkingTechnological AwarenessPlanning and Organizing
Standard Job Description 

Required Languages 
,    📚 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝗛𝗼𝘄 𝘁𝗼 𝗚𝗲𝘁 𝗮 𝗝𝗼𝗯 𝗶𝗻 𝘁𝗵𝗲 𝗨𝗡 𝗶𝗻 𝟮𝟬𝟮𝟯! 🌍🤝 𝗥𝗲𝗮𝗱 𝗼𝘂𝗿 𝗡𝗘𝗪 𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗚𝘂𝗶𝗱𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗨𝗡 𝟮𝟬𝟮𝟯 𝘄𝗶𝘁𝗵 𝘁𝗲𝘀𝘁 𝘀𝗮𝗺𝗽𝗹𝗲𝘀 𝗳𝗼𝗿 𝗨𝗡𝗛𝗖𝗥, 𝗪𝗙𝗣, 𝗨𝗡𝗜𝗖𝗘𝗙, 𝗨𝗡𝗗𝗦𝗦, 𝗨𝗡𝗙𝗣𝗔, 𝗜𝗢𝗠 𝗮𝗻𝗱 𝗼𝘁𝗵𝗲𝗿𝘀! 🌐  
  ⚠️ 𝐂𝐡𝐚𝐧𝐠𝐞 𝐘𝐨𝐮𝐫 𝐋𝐢𝐟𝐞 𝐍𝐨𝐰: 𝐏𝐨𝐰𝐞𝐫𝐟𝐮𝐥 𝐓𝐞𝐜𝐡𝐧𝐢𝐪𝐮𝐞𝐬 𝐡𝐨𝐰 𝐭𝐨 𝐠𝐞𝐭 𝐚 𝐣𝐨𝐛 𝐢𝐧 𝐭𝐡𝐞 𝐔𝐧𝐢𝐭𝐞𝐝 𝐍𝐚𝐭𝐢𝐨𝐧𝐬 𝐍𝐎𝐖! 

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Desired Languages 
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Additional Qualifications 
Skills
Education
Certifications
Work Experience
Other informationThe written test might be conducted for this position.This position doesn't require a functional clearance
Home-BasedNo 






    📚 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝗛𝗼𝘄 𝘁𝗼 𝗚𝗲𝘁 𝗮 𝗝𝗼𝗯 𝗶𝗻 𝘁𝗵𝗲 𝗨𝗡 𝗶𝗻 𝟮𝟬𝟮𝟰! 🌍🤝 𝗥𝗲𝗮𝗱 𝗼𝘂𝗿 𝗡𝗘𝗪 𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗚𝘂𝗶𝗱𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗨𝗡 𝟮𝟬𝟮𝟰 𝘄𝗶𝘁𝗵 𝘁𝗲𝘀𝘁 𝘀𝗮𝗺𝗽𝗹𝗲𝘀 𝗳𝗼𝗿 𝗨𝗡𝗛𝗖𝗥, 𝗪𝗙𝗣, 𝗜𝗢𝗠, 𝗨𝗡𝗜𝗖𝗘𝗙, 𝗨𝗡𝗗𝗦𝗦, 𝗨𝗡𝗙𝗣𝗔 𝗮𝗻𝗱 𝗼𝘁𝗵𝗲𝗿𝘀!  🌐   





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    📚 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝗛𝗼𝘄 𝘁𝗼 𝗚𝗲𝘁 𝗮 𝗝𝗼𝗯 𝗶𝗻 𝘁𝗵𝗲 𝗨𝗡 𝗶𝗻 𝟮𝟬𝟮𝟰! 🌍🤝 𝗥𝗲𝗮𝗱 𝗼𝘂𝗿 𝗡𝗘𝗪 𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗚𝘂𝗶𝗱𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗨𝗡 𝟮𝟬𝟮𝟰 𝘄𝗶𝘁𝗵 𝘁𝗲𝘀𝘁 𝘀𝗮𝗺𝗽𝗹𝗲𝘀 𝗳𝗼𝗿 𝗨𝗡𝗛𝗖𝗥, 𝗪𝗙𝗣, 𝗨𝗡𝗜𝗖𝗘𝗙, 𝗨𝗡𝗗𝗦𝗦, 𝗨𝗡𝗙𝗣𝗔 𝗮𝗻𝗱 𝗼𝘁𝗵𝗲𝗿𝘀! 🌐