Senior Protection Assistant/Call Operator

Job Posting Organization:
The job is posted by UNHCR (United Nations High Commissioner for Refugees), which was established in 195

• The organization is dedicated to saving lives and protecting the rights of refugees, forcibly displaced communities, and stateless people. UNHCR works in over 130 countries, providing assistance to millions of people worldwide. The organization aims to ensure that everyone has the right to seek asylum and find safe refuge in another country, and to return home voluntarily. UNHCR also strives to improve the lives of refugees and displaced people through various programs and initiatives.

Job Overview:
The Senior Protection Assistant/Call Operator position is crucial for managing UNHCR's communication channels with populations of concern in Afghanistan. The role is designed to address the increasing number of queries received through the hotline and email, particularly in light of the ongoing humanitarian crisis exacerbated by conflict and the COVID-19 pandemic. The incumbent will be responsible for responding to queries, conducting need assessments, and providing timely information to beneficiaries. This position requires a proactive approach to managing communications and ensuring that vulnerable cases are identified and flagged for further intervention. The role is vital in maintaining effective communication with refugees, internally displaced persons (IDPs), and other affected populations, ensuring their needs are met and their voices are heard.

Duties and Responsibilities:
The duties and responsibilities of the Senior Protection Assistant/Call Operator include: responding to queries received through the Hotline Phone, reviewing and responding to email queries in a timely manner, identifying and flagging vulnerable cases to the Protection Unit for further interventions, entering query data into the Hotline Tracking System, conducting data analysis to identify and monitor query trends, drafting the weekly Protection Query Tracking Report and other related publications, conducting phone surveys and monitoring upon request by the Office, and performing other tasks as directed by the Protection Officer. The role requires a commitment to accountability and professionalism, ensuring that all communications are handled with care and respect for the individuals involved.

Required Qualifications:
The position requires a completion of a High School Diploma or higher. For candidates with a High School Diploma, a minimum of 2 years of relevant experience is required, while candidates with a Bachelor’s degree or equivalent must have at least 1 year of relevant work experience. Key competencies include accountability, communication, organizational awareness, teamwork and collaboration, commitment to continuous learning, and a client and result orientation. These qualifications are essential for effectively managing the responsibilities of the role and ensuring that the needs of the populations of concern are met.

Educational Background:
Candidates must have completed at least a High School Diploma. Higher educational qualifications such as a Bachelor’s degree or equivalent are preferred and can reduce the required work experience. The educational background should ideally include subjects related to social sciences, humanitarian studies, or a related field that would provide a foundation for understanding the complexities of refugee and protection issues.

Experience:
The level of experience required for this position is at least 2 years of relevant experience for candidates with a High School Diploma. For those with a Bachelor’s degree or higher, at least 1 year of relevant work experience is necessary. Experience in humanitarian settings, particularly in roles involving communication, protection, or direct engagement with affected populations, is highly desirable. Familiarity with the challenges faced by refugees and IDPs in Afghanistan will be an advantage.

Languages:
The position requires proficiency in English, which is mandatory. Knowledge of local languages such as Dari or Pashto is highly desirable, as it will facilitate better communication with the populations of concern. Being multilingual can enhance the effectiveness of the role, allowing for more comprehensive engagement with diverse communities.

Additional Notes:
This position is classified under the UNOPS LICA-5 level, corresponding to GS-

• The contract duration is from September 10, 2025, to December 31, 202
• The role is based in Kabul, Afghanistan, which is classified as a hardship location (E level). The position is not family duty station, and it does not require functional clearance. The recruitment is focused on national candidates, and the role is not remote, requiring physical presence in the duty station.