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UNHCR Libya (Protection Associate (Call Center))

UNITED NATIONS HIGH COMMISSIONER FOR REFUGEES

INTERNAL/EXTERNAL VACANCY NOTICE

 

 

Title of Position:                   Protection Associate (Call Center)

Level:                               Individual Contract, LICA-6 (UNOPS)

Location:                           Tripoli, Libya

Effective date:                    As soon as possible

Duration:                          Three months (Renewable)

Closing Date:                       30th April 2018.

 

ORGANIZATIONAL CONTEXT

The Protection Associate (Call Center) is a member of the Protection Unit in a Country Operation and may report to the Protection Officer, 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 Protection Associate (Call Center) 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 Protection Associate (Call Center) 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 Protection Associate (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..

 

FUNCTIONAL STATEMENT

 

Responsibilities (process and functions undertaken to achieve results)

-       A 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.

-     Assist functional units, the Multi-Functional Team (MFT) and senior management to integrate participatory and community-based approaches in the overall protection delivery strategy and operational procedures.

-      Through relationships with persons of concern and network of partners stay abreast of political, social, economic and cultural developments that have an impact on the protection environment and provide advice to the protection team. Understand the perspectives, capacities, needs and resources of the persons of concern and advise the protection team accordingly, highlighting the specific protection needs of women and men, children, youth and older persons, persons with disabilities, marginalized groups.

-     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 5 employees and two Team leaders that will be responsible for all the referrals and making sure that the request has been submitted and responded.

 

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

-        Build office capacity for community-based protection through training and establishing systems for community mobilization and participation of persons of concern.

-        Support communities in establishing representation and coordination structures.

-        Support participatory assessments by multifunctional teams and ongoing consultation with persons of concern.

-        Ensure community understanding of UNHCR's commitment to deliver on accountability and quality assurance in its response.

 

ESSENTIAL MINIMUM QUALIFICATIONS AND PROFESSIONAL EXPERIENCE and COMPETENCIES REQUIRED

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

-        Minimum of 6 years previous relevant job experience.

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

-        Fluency in English and Arabic.

 

SUBMISSION OF APPLICATIONS

 

  • 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 www.unhcr.org/recruit/p11new.doc ) and motivation letter by e-mail with the vacancy number HCR/LBY/2018/21 in the subject line to: This email address is being protected from spambots. You need JavaScript enabled to view it.  no later than 30th 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.

 

 

 

*Please indicate that you found this position on https://libyaninvestment.com/ in your application.


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