Protection/MHPSS Hotline Support

Job Posting Organization:
The International Organization for Migration (IOM) is a leading intergovernmental organization that provides services and advice concerning migration to governments and migrants alike. Established in 1951, IOM has grown to encompass 173 member states and operates in over 100 countries worldwide. The organization is dedicated to promoting humane and orderly migration for the benefit of all, with a mission to ensure that migration is safe, orderly, and dignified. IOM's work includes providing humanitarian assistance, supporting migration governance, and facilitating the integration of migrants into host communities. The organization employs thousands of staff members globally, working collaboratively to address the challenges and opportunities presented by migration.

Job Overview:
The Protection/MHPSS Hotline Support position is designed to assist individuals affected by crises by providing them with accurate information regarding available protection and psychosocial services. The incumbent will work under the supervision of the Programme Manager and will coordinate closely with other staff members to ensure effective communication and service delivery. This role is crucial in maintaining the integrity and confidentiality of the information shared by affected individuals. The hotline support will involve receiving calls, processing community feedback, and facilitating referrals to appropriate service providers. The incumbent will also engage in community awareness activities to promote the hotline's use, ensuring that vulnerable populations are informed and able to access necessary services. The position requires a proactive approach to community engagement and a commitment to maintaining the highest ethical standards in all interactions.

Duties and Responsibilities:

• Receive and respond to calls through the hotline, providing accurate information on available protection and psychosocial services.
• Record complaints and feedback from affected populations, ensuring that all information is handled with confidentiality.
• Facilitate referrals to appropriate service providers based on the concerns and requests of callers.
• Conduct community awareness activities to promote the hotline and its services, targeting all segments of the community, including vulnerable groups.
• Maintain detailed records of calls received, referrals made, and information provided, disaggregated by age, gender, needs, and type of feedback.
• Obtain consent from beneficiaries before making referrals to ensure ethical compliance.
• Provide inputs for analysis and reporting on feedback received and actions taken through the hotline.
• Listen attentively and respectfully to individuals’ feedback, requests for information, or complaints.
• Perform other duties as assigned by the Programme Manager or other supervisory staff.

Required Qualifications:
Candidates must possess strong interpersonal and communication skills, with the ability to establish effective working relationships with colleagues and communities. The ability to prioritize tasks, multi-task, and complete assignments proactively is essential. Good writing and reporting skills are required, along with a respectful and empathetic approach to maintaining confidentiality and integrity when supporting affected populations. Candidates should demonstrate a commitment to the values of inclusion, integrity, professionalism, and empathy as outlined by IOM.

Educational Background:
A high school diploma with four years of related experience is required, or a Bachelor’s degree in Social Sciences, Humanities, Humanitarian Studies, or a related field from an accredited academic institution with two years of related experience. Candidates must have graduated from accredited universities recognized by the UNESCO World Higher Education Database.

Experience:
Candidates should have experience in community engagement, call centers or hotline operations, protection-related work, or other related areas. Previous experience in humanitarian or community-based work is an advantage, and experience working with vulnerable populations is desirable. The role requires a demonstrated ability to engage effectively with diverse communities and to respond sensitively to their needs.

Languages:
A working knowledge of one or more local languages spoken in Plateau, Taraba, and Kaduna states is mandatory. IOM’s official languages are English, French, and Spanish. Proficiency in the required languages will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Additional Notes:
The position is subject to local recruitment, and only candidates holding a valid residence and work permit for Nigeria will be eligible for consideration. Any offer made to the candidate is contingent upon funding confirmation. This selection process may be used to staff similar positions in various duty stations, and recommended candidates will remain eligible for appointment in a similar position for a period of 24 months. The appointment will be subject to certification of medical fitness, verification of residency, visa, and authorizations by the concerned government, where applicable. IOM maintains a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, and discrimination. IOM does not charge a fee at any stage of its recruitment process and only accepts duly completed applications submitted through the IOM online recruitment system.