2675 views64 applications

Hotline Operator (Data Entry)

Open to Internal and External Candidates

Position Title : Hotline operator (Data Entry), (2 Vacancies)
Duty Station : Tripoli, Libya
Classification : G4
Type of Appointment : Special Short Term (6 Months with possibility of extension)
Estimated Start Date : As soon as possible
Reference Number : SVN.LY10.2020.002
Closing Date : March 03, 2020

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

Context:

Under the general supervision of the Operations Officer – Movement (Program Manager- VHR) and the direct supervision of the Reintegration & Outreach Officer, the Hotline Operator – Data Entry is responsible for managing all incoming VHR referrals, including answering and following up on incoming calls via Programme’s Hotline system. Further, the incumbent is responsible for the following duties and responsibilities:

Core Functions / Responsibilities:

1. Receive phone calls via VHR Hotline and respond to all general and routine queries concerning referral requests related to voluntary return as well as other services of IOM Libya.
2. Redirect queries to and consult with other members of the Movement and Operation Unit (or other Units), as appropriate;
3. Resolve routine problems reported by claimants according to established guidelines for VHR Referral/Hotline. Refer received complaints directly to the supervisor;
4. Enter all VHR incoming referrals, including via Hotline in MiMOSA database;
5. Track actions taken on queries and resolution of any reported problems.
6. Report on important trends, issues, problems encountered in the performance of VHR Referral/Hotline Assistant functions.
7. Prepare weekly and monthly reports on overall referral pathways.
8. Demonstrate an in-depth understanding of relevant Movement Operations SOPs as well as the ability to remain professional, impartial and unbiased during all interactions with migrants and colleagues per the IOM Code of Conduct and instruction on the Prevention of Sexual Exploitation and Abuse (PSEA.);
9. Maintain the confidentiality and integrity of all relevant paperwork in line with standards of conduct and data protection rules. Alert the management of any non-compliance to SOPs or codes of conduct by IOM staff members or partners;
10. Perform such other duties as may be assigned;

Required Qualifications and Experience

Education

• Bachelor’s degree in Communications, Social Sciences, Administrations or a related field from an accredited academic institution with two years of relevant professional experience; or
• Secondary [high school] education with four years of relevant experience.

Experience

• Prior Movement Operations or counselling case worker experience is a strong advantage; and excellent communication skills both verbally and in writing;
• Strong computer skills – Word, Excel and Internet and experience with Accounting systems (e.g. PRISM) is an advantageous.

Languages

• Thorough knowledge of English.
• Working knowledge of French and Spanish is an advantage

Required Competencies

Values
• Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
• Integrity and transparency: maintain high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.

Core Competencies – behavioural indicators level 1

• Teamwork: develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: produces and delivers quality results in a service-oriented and timely manner; is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: continuously seeks to learn, share knowledge and innovate.
• Accountability: takes ownership for achieving the Organization’s priorities and assumes responsibility for own action and delegated work.
• Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way.

Other

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

Appointment will be subject to certification that the candidate is medically fit for appointment and verification of residency, visa and authorizations by the concerned Government, where applicable.

Only candidates residing in either the country of the duty station or from a location in a neighbouring country that is within commuting distance of the duty station will be considered. In all cases, a prerequisite for taking up the position is legal residency in the country of the duty station, or in the neighbouring country located within commuting distance, and work permit, as applicable.

How to apply:

Interested candidates are invited to submit their updated CV with a cover letter to hrdlibya@iom.int, by 03 March 2020 at the latest, mentioning the reference code and the job title in the subject line. Emails without such indication will not be considered.

Only shortlisted candidates will be contacted.

Posting period:
From 19.02.2020 to 03.03.2020