Hardship LevelE (most hardship)
Family TypeFamily
Family TypeFamily
Residential location (if applicable)
GradeGS6
Staff Member / Affiliate TypeGeneral Service
ReasonRegular > Regular Assignment
Remote work acceptedNo
Target Start Date2023-05-01
Job Posting End DateMay 9, 2023
Standard Job Description
Call Centre Associate
Organizational Setting and Work Relationships
The Office of the High Commissioner for Refugees (UNHCR) was established in 1950 by the United Nations General Assembly. The agency is mandated to provide protection, assistance and seek durable solutions for refugees and stateless persons. UNHCR has also been involved under certain circumstances in enhancing protection and providing humanitarian assistance to internally displaced persons.
The Call Centre Associate will support the Call Centre staff ensuring the Call Centre functions effectively, producing daily, weekly, and monthly reports on the implementation of the Call Centre, ensuring the team is fully up to date on available services and assistance,scheduling appointments, providing general information to Persons of Concern (PoCs) on assistance and services available, answering questions of PoCs on the status of their cases, and referring cases with protection emergencies to the relevant staff member/unit. S/he may also assist occasionally in face to face counselling with refugees at the UNHCR Reception Centre.
The Call Centre Associate normally reports to a more senior Protection colleague. The incumbent will provide counselling to individuals by telephone. The incumbent may conduct initial protection interviews. The role involves drafting comments and documents about the interview.
All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR’s core values of professionalism, integrity and respect for diversity.
Duties
Oversee the UNHCR Call Centre staff and operations.
Ensure Call Centre staff respond to the calls in a kind, helpful, and professional manner.
Remain abreast of all information and updates on assistance and services to refugees. Liaise with relevant units – protection, registration, field, mass information, etc. to receive updates, organize briefings for Helpline staff, and ensure information being provided by the Call Centre is accurate and up-to-date.
Compile and report on trends emerging from the Call Centre – including concerns, frustrations, and information coming from refugees.
Generate daily, weekly and monthly reports on the number of calls received, average waiting time, number of referrals made, etc.
Observe and listen to Call Centre staff for quality control purposes.
Liaise closely with colleagues to ensure the most effective operation of the Call Centre.
Utilize UNHCR tools to enable refugees to make appointments at the reception centre, update bio-data, etc.
Refer cases to protection colleagues for assistance, as needed.
Answer and respond immediately to emergency calls received on the Call Centre, including collecting relevant information and forwarding to the appropriate colleague for assistance.
Provide basic counselling to refugees.
Make outbound calls to refugees as needed to schedule appointments, collect information, participate in emerging exercises, etc.
Provide face to face counselling and information dissemination periodically at the UNHCR reception centre.
Compile and enter the statistical data into the protection database.
Perform other related duties as required.
Minimum QualificationsEducation & Professional Work Experience
Years of Experience / Degree Level
For G6 - 3 years relevant experience with High School Diploma; or 2 years relevant work experience with Bachelor or equivalent or higher
Field(s) of Education
Not applicable.
Certificates and/or Licenses
International Protection
(Certificates and Licenses marked with an asterisk* are essential)
Relevant Job Experience
Essential
Relevant professional job experience. Ability to work with people from different cultural backgrounds.
Desirable
Work experience with UNHCR is an advantage. Completion of UNHCR's related learning activities is an advantage.
Functional Skills
IT-Computer Literacy
CO-Drafting, Documentation,
DM-Data interpretation, reporting and presentation
CO-Cross-cultural communication
(Functional Skills marked with an asterisk* are essential)
Language Requirements
For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English.
For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language.
For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.
Competency RequirementsAll jobs at UNHCR require six core competencies and may also require managerial competencies and/or cross-functional competencies. The six core competencies are listed below.
Core Competencies
Accountability
Communication
Organizational Awareness
Teamwork & Collaboration
Commitment to Continuous Learning
Client & Result Orientation
Managerial Competencies
Empowering and Building Trust
Judgement and Decision Making
Managing Performance
Cross-Functional Competencies
Technological Awareness
Planning and Organizing
Analytical Thinking
All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination, and abuse of power.
As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.
This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.
Desired Candidate Profile Reception des plaintes via la ligne verte, le candidat doit justifier d'une experience dans le domaine de la gestion de la ligne verte et du travail avec les POCs
Required languages (expected Overall ability is at least B2 level):
,
Desired languages
,
Operational context
Occupational Safety and Health Considerations:
Nature of Position:
Living and Working Conditions:
Additional Qualifications
SkillsCO-Cross-cultural communication, CO-Drafting and Documentation, DM-Data interpretation, reporting and presentation, IT-Computer Literacy
Education
CertificationsInternational Protection - Other
Work Experience
CompetenciesAccountability, Analytical thinking, Client & results orientation, Commitment to continuous learning, Communication, Empowering & building trust, Judgement & decision making, Managing performance, Organizational awareness, Planning & organizing, Teamwork & collaboration, Technological awareness
UNHCR Salary Calculator
https://icsc.un.org/Home/SalaryScales
Compendium
Additional Information
Functional clearanceThis position doesn't require a functional clearance