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UNHCR Libya (Senior Protection Assistant (Call Centre) -7 Positions)




Title of Position:                   Senior Protection Assistant (Call Centre) -7 Positions

Contract Type and Level:         Individual Contract, LICA-5 (UNOPS)

Location:                           Tripoli, Libya

Effective date:                     As soon as possible

Duration:                           Three months (Renewable)

Closing Date:                       29th April 2018.




The Senior Protection Assistant (Call Centre) is a member of the Protection Unit in a Country Operation and may report to Protection Officer (Community-Based), or another more senior staff member in the Protection Unit. Under the overall direction of the Protection Unit, and in coordination with other UNHCR staff, government, NGO partners and other stakeholders, the Senior Protection Assistant (Call Centre) works directly with communities of concern to identify the risks they face and to leverage their capacities to protect themselves, their families and communities. The incumbent may have direct supervisory responsibility for part of the protection and/or support staff and supports the application of community-based protection standards, operational procedures and practices in community-based protection delivery at the field level. To fulfil this role the Senior Protection Assistant (Call Centre) is required to spend a substantial percentage of her/his time working outside the office, building and maintaining networks within communities of persons of concern. The development and maintenance of constructive relationships with persons of concern that measurably impact and enhance protection planning, programming and results forms the core of the work of the Senior Protection Assistant (Community-Based). The incumbent also supports the designing of a community-based protection strategy by ensuring that it is based on consultation with persons of concern.




Responsibilities (process and functions undertaken to achieve results)

 -        dedicated call center that can provide assistance and information in a timely manner to all persons of concern, instead of having them come back and forth to and through CDCs, they can call for assistance and proper guidance. Consequently resulting in a stronger connection between UNHCR with PoCs inside the urban setting and beyond.


-        The Call Center will provide full services for PoCs, consisting of different hotlines each for a designated unit, operating on shifts, offering Protection services information (Registration, Community Based Protection, Refugee Status Determination, Durable solutions, Detention Centers and Sea Rescue. In addition there will be one Emergency hotline number that will be operating 24/7, including weekends. The Emergency hotline is expected to rotate on a weekly basis through employees. 


-        The Call Center team will be an experienced team with full awareness of UNHCR services, and will have full access to UNHCR’s assistance database. It is requested by the employees and it’s their responsibility to record all calls on the spot on ASSIST and make the referral needed to the relevant units. Furthermore if any modifications or/and updates to any PoC are needed, the employee must make them on ASSIST (Update the phone number, address for the PoCs and etc.)


-        Staff will be trained to analyze data collected, highlight protection patterns and trends and inform the management of complaints lodged on a weekly or if urgent, on an immediate basis. The team will consist of seven employees and two Team leaders that will be responsible for all the referrals and making sure that the request has been submitted and responded.


-        To refer to operational partners as well as displaced and local communities to develop community-owned activities to address, where applicable, the social, educational, psycho-social, cultural, health, organisational and livelihood concerns as well as child protection and prevention and response to SGBV.

-        Support efforts to build the office capacity for community-based protection.

-        Assist in the analysis that identifies the capacities of communities of concern and risks they face


-        Draft and type routine correspondence, documents and reports using word processing equipment and maintain up-to-date filing systems.

-        Perform other relevant duties as required.


Authority (decisions made in executing responsibilities and to achieve results)


-        Assist in the enforcement of participatory AGD sensitive analysis as an essential basis for all of UNHCR’s work.

-        Initiate AGD sensitive interventions at the appropriate level on community-based protection issues and to respond to protection concerns and incidents within the office and with persons and communities of concern based on agreed parameters.

-        Identify which individuals or groups to prioritize for counselling and field visits based on agreed criteria.

-        Enforce compliance of implementing partners with global protection policies and standards of professional integrity in the delivery of protection services.



-        Completion of the Secondary education; Training in International Development, Cultural Studies, Human Rights, International Social Work, Social Science, Political Science, Anthropology, International Law or other clearly related disciplines.

-        Job Experience: Minimum of 4 years previous relevant job experience.

-        Computer skills (MS Office, including Excel, Word, PowerPoint, Access).

-        Fluency in English and Arabic.




  • Shortlisted candidates might be required to sit for a written test and will have to undergo an oral interview.
  • No late applications will be accepted.
  • Only short-listed applicants will be contacted.


UNHCR is an equal opportunity employer and does not charge a fee at any stage of the recruitment process (application, interview meeting, processing, training or any other fees).

If you wish to be considered for this vacancy, please submit your Personal History Form (P11) (which can be downloaded from ) and motivation letter by e-mail with the vacancy number HCR/LBY/2018/20 in the subject line to: This email address is being protected from spambots. You need JavaScript enabled to view it.  no later than 29th April 2018.

 Only applications submitted by e-mail with a signed P.11 form will be considered. Emails without vacancy number and position title the subject line will not be considered. INTERNAL/EXTERNAL VACANCY NOTICE. 




*Please indicate that you found this position on in your application.

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