Hotline Service Support

Job Posting Organization:
The International Organization for Migration (IOM) was established in 1951 and is recognized as the leading inter-governmental organization in the field of migration. IOM works closely with governmental, intergovernmental, and non-governmental partners to promote humane and orderly migration for the benefit of all. The organization provides services and advice to governments and migrants, ensuring that migration is safe, orderly, and dignified. IOM operates in over 100 countries and employs thousands of staff members dedicated to addressing the challenges of migration and supporting migrants' rights.

Job Overview:
The Hotline Service Support position is crucial for the effective functioning of IOM Algeria’s Hotline service. The successful candidate will be responsible for answering calls received through the IOM Algeria Hotline for Assisted Voluntary Return and Reintegration (AVRR) and providing accurate information to migrants regarding the services and procedures available to them. This role requires a proactive approach to assist migrants in navigating the AVRR program and ensuring they receive the necessary support. The candidate will also be responsible for maintaining a call intake database and coordinating with various IOM units to ensure that migrants receive timely follow-up and assistance. This position demands excellent communication skills, a strong understanding of migration issues, and the ability to work collaboratively with different teams within IOM.

Duties and Responsibilities:

• Answer all calls received through the IOM Algeria Hotline for AVRR on a daily basis.
• Channel calls that are not related to IOM assistance to the IOM Algeria receptionist.
• Provide timely and accurate information to migrants regarding services and procedures available to them as part of the AVRR program.
• Refer migrants wishing to register for IOM services to the AVRR Registration Unit.
• Refer registered migrants to the appropriate IOM Algeria unit for follow-up, including case management and scheduling of departure or hosting dates.
• Maintain and update the call intake database regularly and accurately, in coordination with the Information Management Unit.
• Coordinate with the AVRR Unit to update information related to IOM beneficiaries, such as changes in contact information or updates on return interests.
• Perform other duties as assigned by the supervisor.

Required Qualifications:
Candidates must possess a university degree in Political or Social Sciences, Business Administration, Migration Studies, International Relations, Law, or a related field from an accredited academic institution, along with at least one year of relevant experience. Alternatively, candidates with a secondary school diploma and three years of relevant experience will also be considered. Familiarity with migrant rights, migration and refugee law, and voluntary return and reintegration processes is essential. Experience in humanitarian and policy work, particularly related to migration issues, is an advantage. Knowledge of Algeria and regional migration issues will be beneficial for this role.

Educational Background:
The educational background required for this position includes a university degree in a relevant field such as Political or Social Sciences, Business Administration, Migration Studies, International Relations, or Law from an accredited institution. Candidates with a secondary school diploma may also qualify if they have sufficient relevant experience. Accredited universities are those listed in the UNESCO World Higher Education Database, ensuring that candidates have received a recognized education that meets international standards.

Experience:
The position requires candidates to have a minimum of one year of relevant experience if they hold a university degree, or three years of experience if they have a secondary school diploma. Candidates should have familiarity with migrant rights and the various aspects of migration and refugee law, as well as experience in humanitarian and policy work, particularly in relation to migration. Knowledge of Algeria and regional migration issues is considered an advantage, as it will help the candidate navigate the specific challenges faced by migrants in the region.

Languages:
Fluency in French is mandatory for this position, as it is the primary language used in communication with migrants. Additionally, a working knowledge of English and Arabic is desirable, as it will enhance the candidate's ability to assist a diverse group of migrants. IOM's official languages include English, French, and Spanish, and proficiency in these languages will be evaluated during the selection process, which may include written and/or oral assessments.

Additional Notes:
The position is subject to local recruitment, meaning that only candidates holding a valid residence and work permit for Algeria will be considered. Any offer made to the selected candidate is contingent upon funding confirmation. The selection process may also be used to fill similar positions in various duty stations, and recommended candidates will remain eligible for appointment in similar roles for a period of 24 months. Candidates must also be certified as medically fit for appointment, and their residency, visa, and other authorizations will be verified by the concerned government, where applicable. IOM maintains a zero-tolerance policy regarding conduct that is incompatible with the organization's aims and objectives, including discrimination and harassment. IOM does not charge any fees during the recruitment process and only accepts applications submitted through its online recruitment system.