- Conduct follow-up on helpline calls using protocols and referral databases.
- Communicate and follow up with relevant unit, UN Agency or NGO.
- Keeping information about callers (IDPs & Refugees) with confidentiality
- Assist in developing training and tools for helpline.
- Assist in updating, maintaining, and expanding helpline network, resources and databases.
- Provide general relevant administrative support.
- Participate in regular meetings such as staff meetings, debriefings.
- Responsible for handling incoming phone calls by IDPs and Refugees through dedicated helpline.
- Record calls and caller’s information by completing provided forms.
- Register complaints from IDPs and Refugees and follow up with concerned departments.
- Provide the information for IDPs and Refugees to get to the services within the province of Duhok Gov.
- Responsible to update UNHCR database (RAIS-ASSIST).
- Uphold SWEDO and UNHCR’s code of conduct and ensure that all persons of concern are treated with dignity and respect, in accordance with humanitarian principles and human rights standards.
- Conduct other duties as assigned by Direct Supervisor.
- Bachelor’s degree in human science or related Studies.
- Minimum two years’ experience in the same position or related field.
- Fluency in Kurdish, Arabic & English languages.
- NGO experience preferred and proven abilities to work with host and IDP.
- Excellent Communication skills.
- Ability to work effectively and harmoniously with colleagues from varied cultures and professional backgrounds.
- Work well and promotes teamwork, detail oriented, honest, flexible and able to handle pressure well.
- Ability to handle confidential matters, meet deadlines and work under pressure.
- Excellent written and verbal communication skills, in addition to organizational skill.
- Personal commitment, efficiency, flexibility, and drive for results.
Interested applicants must send their most recent CV to recruitment@swedoaid.org, Subject line must read: S-IR-VA-22091, Helpline Operator, Duhok
Note: Applications not meeting the specified minimum requirements o received after closing date may not be considered. Shortlisted candidates will be contacted for an interview that may include a written test of communication and writing skills.
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SWEDO organization has a zero-tolerance policy of sexual exploitation and abuse (SEA) on SWEDO staff members, employees or any other persons engaged and controlled by SWEDO Contractors, this include any kind of sexual harassment, and discrimination. The staff members and all contract type holders shall protect against and prevent sexual exploitation and abuse (PSEA). All selected candidates will, therefore, undergo rigorous reference and background checks |
Women are strongly encouraged to apply
