Helpline Operator

Job Posting Organization:
UNHCR Iran is dedicated to protecting forcibly displaced persons and ensuring their access to essential services and rights as per national legislation. The organization focuses on providing support to individuals in need, particularly in the context of humanitarian crises. UNHCR operates in various countries around the world, working to uphold the rights of refugees and displaced individuals. The organization emphasizes the importance of outreach activities and has established a robust protection system to assist those it serves.

Job Overview:
The Helpline Operator position is crucial within UNHCR’s protection framework, acting as the initial point of contact for individuals seeking assistance. The operator is responsible for professionally responding to calls from persons in need of support, assessing their individual situations, and identifying their protection needs through active listening and systematic documentation. This role involves collecting detailed information on protection concerns, which enables UNHCR to prioritize actions based on individual vulnerabilities and provide timely interventions. The Helpline Operator will also support the transition to an externalized helpline service, contributing to the development of workflows and data management tools.

Duties and Responsibilities:
The Helpline Operator will undertake several key activities, including: serving as the first point of contact for individuals seeking information or assistance via phone; systematically recording and managing calls and messages using UNHCR-approved data management tools; accurately documenting all relevant information in UNHCR case management systems such as PRIMES/ProGres and Kobo; referring cases to UNHCR protection staff based on urgency and protection needs; supporting the transition to an externalized helpline service by providing input on workflows, SOPs, and data management tools; and handling all cases with confidentiality, adhering to UNHCR’s data protection policies to ensure sensitive information is shared only with authorized personnel.

Required Qualifications:
Candidates must demonstrate proven experience in delivering client-centered services, ideally within humanitarian or protection contexts. They should possess strong communication, interpersonal, and problem-solving skills, with a commitment to professionalism and confidentiality. The ability to manage pressure while maintaining high-quality service in multicultural environments is essential. A clear commitment to continuous learning and professional development is also required. Desirable qualifications include experience with UNHCR’s PRIMES tools (ProGres) and Kobo for data collection and case management, familiarity with UNHCR protection tools and operational guidelines, and good IT skills including proficiency in office software.

Educational Background:
While specific educational qualifications are not explicitly stated, candidates are expected to have relevant training or education that supports their ability to perform the duties of a Helpline Operator effectively. This may include degrees or certifications in social work, humanitarian studies, or related fields that emphasize client support and protection.

Experience:
A minimum of 1 year of previous experience as a Helpline Operator or in humanitarian or protection-related work is required. Experience with UNHCR or other international organizations is preferred, indicating a familiarity with the operational context and challenges faced in such roles.

Languages:
Fluency in Persian (Farsi) is essential for this position, as it is the primary language of communication with clients. Additionally, a good command of English is required for reporting and communication purposes, enabling effective interaction with international staff and documentation.

Additional Notes:
This position is classified as a local entry and mid-level support role, with a target start date of April 1, 202

• The application deadline is February 16, 2026, and late applications will not be accepted. Shortlisted candidates may be required to participate in a test and/or interview process. The position does not require functional clearance and is not remote.