Hardship Level (not applicable for home-based)
A (least hardship)
Family Type (not applicable for home-based)
Family
Staff Member / Affiliate Type
UNOPS LICA6
Target Start Date
2024-05-21
Job Posting End Date
June 4, 2024
Terms of Reference
N/A
Standard Job Description
Call Centre Associate
Organizational Setting and Work Relationships
The Office of the High Commissioner for Refugees (UNHCR) was established in 1950 by the United Nations General Assembly. The agency is mandated to provide protection, assistance and seek durable solutions for refugees and stateless persons. UNHCR has also been involved under certain circumstances in enhancing protection and providing humanitarian assistance to internally displaced persons.
The Call Centre Associate will support the Call Centre staff ensuring the Call Centre functions effectively, producing daily, weekly, and monthly reports on the implementation of the Call Centre, ensuring the team is fully up to date on available services and assistance, scheduling appointments, providing general information to Persons of Concern (PoCs) on assistance and services available, answering questions of PoCs on the status of their cases, and referring cases with protection emergencies to the relevant staff member/unit. S/he may also assist occasionally in face-to-face counselling with refugees at the UNHCR Reception Centre.
The Call Centre Associate normally reports to a more senior Protection colleague. The incumbent will provide counselling to individuals by telephone. The incumbent may conduct initial protection interviews. The role involves drafting comments and documents about the interview.
All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR’s core values of professionalism, integrity and respect for diversity.
Duties
Minimum Qualifications
Education & Professional Work Experience
Years Of Experience / Degree Level
For G6 - 3 years relevant experience with High School Diploma; or 2 years relevant work experience with Bachelor or equivalent or higher
Field(s) of Education
Not applicable.
Certificates and/or Licenses
Not specified.
(Certificates and Licenses marked with an asterisk* are essential)
Essential
Relevant Job Experience
Relevant professional job experience. Ability to work with people from different cultural backgrounds.
Desirable
Work experience with UNHCR is an advantage. Completion of UNHCR's related learning activities is an advantage.
Functional Skills
IT-Computer Literacy
CO-Drafting, Documentation,
DM-Data interpretation, reporting and presentation
CO-Cross-cultural communication
(Functional Skills marked with an asterisk* are essential)
Language Requirements
For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English.
For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language.
For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.
Competency Requirements
All jobs at UNHCR require six core competencies and may also require managerial competencies and/or cross-functional competencies. The six core competencies are listed below.
Core Competencies
Accountability
Communication
Organizational Awareness
Teamwork & Collaboration
Commitment to Continuous Learning
Client & Result Orientation
Managerial Competencies
Empowering and Building Trust
Judgement and Decision Making
Managing Performance
Cross-Functional Competencies
Technological Awareness
Planning and Organizing
Analytical Thinking
All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination, and abuse of power.
As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.
This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.
Required Languages
,
,
Desired Languages
,
,
Skills
Additional Qualifications
CO-Cross-cultural communication, CO-Drafting and Documentation, DM-Data interpretation, reporting and presentation, IT-Computer Literacy
Education
Certifications
Work Experience
Other Information
This position doesn't require a functional clearance
Home-Based
No