Deadline for ApplicationsNovember 8, 2025
Hardship Level (not applicable for home-based)C
Family Type (not applicable for home-based)
Family
Staff Member / Affiliate TypeCONTR Local Entry and Mid-Level Support
Target Start Date2025-10-21
Terms of ReferenceRequesting office (hiring office): Shiraz
Title of project: Data Innovation Fund Purpose of project (summary): The proposed innovative idea can address the challenge by finding a solution
through the use of an AI supported system to capture, categorize, respond, and route calls received. AI can act as the first line of contact which can answer the large number of generic queries received, routing non-generic calls to human agents. This can free up call centre agents to respond to calls that require UNHCR counselling/protection support enabling use of available human resources more efficiently. This is particularly important in the specific context of the Iran operation which is one of the largest refugee hosting countries
with limited financial and human resources as well as limited physical access to refugee communities. Therefore, this solution will support the operation to respond to refugees and dedicating its limited human resources to
provide support to the most vulnerable especially that the office has no other regular way of reaching out to them given access restrictions. Based on the Communication with Communities (CwC) survey conducted by the
operation, forcibly displaced persons highlighted their most preferred channel of communication with UNHCR as one-on-one counselling on the phone. Considering the operational capacity, it is important to effectively
prioritize the most vulnerable for one-to-one phone counselling and referral for UNHCR protection support while addressing generic queries on rights, obligations and available services potentially through conversational AI.
While the challenge is applicable to the entire operation, the pilot project is intended to be tested only in SubOffice, Shiraz (which hosts some 400,000 forcibly displaced Afghans). Considering the demographic of the
population, language needed for the AI engine/bot is Farsi/Afghan Dari.
Contract Type: Individual Contractor, Full-Time, Entry Level Support
Monthly Fee: 900USD
Duration: 6 months, preferably Nov2025--April2026
General Background of Project or Assignment, Operational Context: The Islamic Republic of Iran is one of the largest refugee hosting countries in the world, hosting around 2.8 million refugees and persons in need of international protection. UNHCR Iran operates a Helpline to provide information, counselling, and support to forcibly displaced people (FDSPs). With the increasing use of artificial intelligence (AI) and natural language processing tools, there is an opportunity to enhance Communication with Communities (CwC) activities and
providing immediate responses to FDSPs or redirect their queries to staff member. To support this initiative ,UNHCR Iran is seeking a GenAI individual contractor to assist in piloting and validating AI-enabled solutions for
the Helpline. The individual contractor will support the Helpline team in providing material, CwC, testing and applying generative AI solutions, focusing on data mapping, transcription, validation of AI outputs, and quality
assurance. The individual contractor will help ensure that new technologies are used responsibly, effectively, and in line with data protection standards.
Purpose and Scope of Assignment
- Review existing material on help page
- Prepare and review a list of general FAQs from call centre assistants that can be answered by AI
- Identify a list of potential CoVs in each location to engage with regularly
- Draft FGD questions
- Conduct FGDs with refugee volunteers and refugee led organization on common queries refugees contact the helpline for
- Transcription of calls
- Review transcribed calls
- Revise, align and consolidate data
Required qualifications, language(s) and work experience:
Degree: Required Specify: Bachelor, Diploma
Field of expertise, competencies:
Required/mandatory:
- Educational or professional background in Protection, Social Work, Human Rights or related fields;
- Understanding of refugee protection framework, principles and community engagement
methodologies
- Experience working directly with displaced populations, preferably in humanitarian or development
contexts
- Knowledge of protection risks such as gender-based violence, child protection, women at risk, and other
refugee vulnerabilities
- Ability to analyse protection issues - Good knowledge of working with IT software such as Word, and Excel
- Excellent oral and written communication skills, both in English and Farsi
- Team-player, multi-tasker, and ability to work under tight deadlines and competing priorities
- Strong communication skills and ability to work with AI, technical and non-technical stakeholders.
Minimum years of work experience: At least two years of relevant work experience.
Language: Required: Farsi, English Desirable: Dari (Afghan)
Standard Job Description
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Additional Qualifications
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Education
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Other informationThis position doesn't require a functional clearance
RemoteNo