Consultant for Hotline Coordination

Job Posting Organization:
The International Organization for Migration (IOM) is an intergovernmental organization established in 1951, dedicated to promoting humane and orderly migration for the benefit of all. With over 173 member states and offices in more than 100 countries, IOM works to ensure that migration is safe, orderly, and dignified. The organization focuses on various aspects of migration, including humanitarian assistance, development, and policy advocacy, aiming to support migrants and communities affected by migration.

Job Overview:
The Consultant for Hotline Coordination will play a crucial role in assisting vulnerable migrants by managing hotline calls and coordinating referral procedures for those eligible for registration under IOM. This position requires a strong commitment to ethical standards and respect for the diverse backgrounds of migrants. The consultant will be responsible for providing immediate responses to inquiries, documenting information in the RIMS database, and ensuring adherence to call center standard operating procedures. The role demands effective communication skills and the ability to identify urgent cases that require referrals to other units within IOM. The consultant will also be expected to maintain confidentiality and data protection protocols while delivering quality service to callers.

Duties and Responsibilities:
The consultant's primary duties include answering incoming calls, providing immediate responses to inquiries, and recording user information into the RIMS database system. They will identify urgent cases and make appropriate referrals for IOM beneficiaries, ensuring a clear understanding of the call center's standard operating procedures. The consultant will assist callers in identifying their needs, document informed consent for referrals, and forward unresolved complaints to relevant program focal points. They will follow up on responses from program focal points, ensure feedback is delivered to users, and update the database accordingly. Additionally, the consultant will communicate information from various IOM program units to callers, report technical issues to the Call Center Supervisor, and maintain professional skills through training. They will also assist in verifying the information of registered beneficiaries and respect IOM’s data protection principles.

Required Qualifications:
Candidates must possess a Bachelor’s degree in a community work-related field from an accredited institution, along with a minimum of 1 to 2 years of experience in the humanitarian field. Experience working with governmental and diplomatic authorities, as well as international organizations, is considered an advantage. Proficiency in word processing and typing skills in both English and Arabic is essential, along with experience in working with Excel and databases. A thorough working knowledge of English and Arabic, both spoken and written, is required for effective communication.

Educational Background:
The educational requirement for this position is a Bachelor’s degree in a relevant field related to community work. This educational background is crucial for understanding the complexities of humanitarian assistance and the needs of vulnerable populations.

Experience:
The position requires candidates to have at least 1 to 2 years of relevant experience in the humanitarian sector. This experience should ideally include working with governmental and diplomatic authorities, as well as with international organizations, to ensure a comprehensive understanding of the operational landscape in which IOM functions.

Languages:
Proficiency in English and Arabic is mandatory for this position, as these are the primary languages used in communication with migrants and stakeholders. Knowledge of IOM’s official languages, which include French and Spanish, is considered a valuable asset and may enhance the candidate's profile during the selection process.

Additional Notes:
The appointment is contingent upon funding confirmation and will require certification of medical fitness, verification of residency, visa, and necessary authorizations from the relevant government authorities. IOM provides coverage for consultants against occupational accidents and illnesses under the Compensation Plan, free of charge, for the duration of the consultancy. However, consultants are responsible for their own medical insurance for non-occupational accidents or illnesses and must provide proof of coverage before starting work. IOM maintains a zero-tolerance policy regarding conduct that contradicts the organization's aims, including discrimination and harassment. Furthermore, IOM does not charge any fees during the recruitment process and only accepts applications submitted through its online recruitment system.