Scheduling and Helpline Clerk

Job Posting Organization:
The job posting organization is UNHCR, the United Nations High Commissioner for Refugees, which was established in 195

• Its mission is to safeguard the rights and well-being of refugees, asylum-seekers, and stateless persons. UNHCR operates in over 130 countries, providing protection and assistance to millions of displaced individuals. The organization aims to ensure that everyone has the right to seek asylum and find safe refuge in another country, and it works to promote durable solutions for refugees and displaced persons. UNHCR is committed to the principles of humanity, neutrality, impartiality, and independence, and it collaborates with governments, NGOs, and other partners to achieve its goals.

Job Overview:
The Scheduling and Helpline Clerk position is crucial for the effective functioning of the registration unit within the UNHCR Baghdad Field Office. The incumbent will be responsible for managing the scheduling of registration activities for asylum seekers and refugees, ensuring that they receive timely and appropriate services. This role involves handling outgoing phone calls to coordinate registration appointments, maintaining confidentiality of sensitive information, and providing support to individuals accessing the helpline. The clerk will work closely with registration and protection officers to prioritize cases and ensure that all individuals are informed about the services available to them. The position requires a high level of professionalism, empathy, and cultural sensitivity, as the clerk will interact with vulnerable populations seeking assistance.

Duties and Responsibilities:
The duties and responsibilities of the Scheduling and Helpline Clerk include: handling outgoing phone calls to schedule registration activities for asylum seekers and refugees; conducting follow-up calls to ensure appointments are kept; maintaining confidentiality of information regarding persons of concern; providing accurate information to asylum seekers and refugees about available services; utilizing databases and resources effectively; participating in staff meetings and debriefings; offering professional and supportive interactions with individuals accessing the helpline; assisting in the maintenance and expansion of the scheduling network; reporting any discrepancies in the system to supervisors; and performing other registration-related tasks as assigned. The clerk will also be responsible for scheduling the required number of cases for new and continuous registration services and verifying family compositions as needed.

Required Qualifications:
The position requires completion of secondary education and a minimum of three years of relevant work experience. Candidates should possess basic computer skills and experience working with humanitarian or development organizations. Strong communication skills and the ability to manage client interactions effectively are essential. The role also requires knowledge of English and Arabic, as these are the primary languages used in the field.

Educational Background:
Candidates must have completed secondary education. This educational background is essential for understanding the administrative and procedural aspects of the registration process and for effectively communicating with asylum seekers and refugees.

Experience:
The position requires a minimum of three years of previous relevant work experience. This experience should ideally be in a similar role within humanitarian or development organizations, where the candidate has dealt with clients and managed scheduling or registration tasks. Familiarity with client management software and data management systems is also desirable.

Languages:
Knowledge of English and Arabic is mandatory for this position. Proficiency in these languages is crucial for effective communication with asylum seekers and refugees, as well as for collaboration with colleagues and stakeholders. Additional language skills may be considered an asset but are not required.

Additional Notes:
This position is classified under UNOPS LICA3 and is based in Baghdad, Iraq. It is a full-time role with a target start date of November 1, 202

• The position is not remote and is subject to the hardship level E, indicating a challenging working environment. Female candidates are strongly encouraged to apply, and shortlisted candidates will be required to undergo a written test as part of the selection process. The role does not require functional clearance, and candidates should be prepared to list all language skills in their application.