The department of UNHCR is accepting applications for a vacant position announced in the daily newspaper Classified Source on the date of 11 March, 2024.
UNHCR
Date Posted:
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11 March, 2024
Department:
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UNHCR
Category | Sector
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INGO
Newspaper:
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Classified Source Newspaper
Education:
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Bachelor
Total Vacancies:
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Details in attached ads
Vacancy Location:
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Quetta, Balochistan, Pakistan
Job Type:
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Full Time
Expected Last Date:
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18 March, 2024
Vacant Positions: Protection Helpline Assistant
PROTECTION HELPLINE ASSISTANT
Currently, the UNHCR Quetta is seeking a Protection Helpline Assistant employee.
JOB Description: Protection Helpline Assistant
“1. 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.)
”
Interested candidates should email their CVs (necessary documentation as per attached adverts) before the closing date: 18 March, 2024, The job title must be explicitly mentioned in the Subject applied for the post by the applicant. UNHCR provides Equal Opportunity to all equally qualified candidates.
