Hardship Level (not applicable for home-based)

D

Family

UNOPS LICA6

2023-06-01

July 10, 2023

As of April 30, 2022, 960,128 Rohingya refugees are living in 32 camps in Cox’s Bazar, Bangladesh. Most refugees arrived in 2017, fleeing persecution, large-scale violence and human rights violations. Rohingya refugees rely entirely on humanitarian assistance for protection, food, water, shelter and health. They live in shelters in highly congested camp setting under very compelling human and protection conditions.

UNHCR Office in Bangladesh supports the Government in identifying the needs and protection concerns of the refugees. Rohingya refugee’s lack of formal legal status renders refugees vulnerable to arbitrary arrest and detention, mistreatment, and exploitation, and hinders their ability to access justice. UNHCR conducts protection monitoring and directly or through its partners provides a range of protection services, including legal assistance. In the congested camps, refugees are exposed to a range of protection and safety threats. Reports of serious protection incidents continue and inconsistent levels of assistance and gaps in services exacerbate potentially harmful coping mechanisms and present heightened protection risks for refugees. In addition, refugees are exposed to the risk of cyclones, landslides and other natural disasters during the monsoon season.

Effective and accountable humanitarian responses require continuous and meaningful engagement with refugees, understanding their needs and protection risks, and pursuing protection, assistance and solutions that take into account their perspectives and priorities. As part of the Accountability to Affected Populations (AAP) framework, the Cox’s Bazar refugee response needs to ensure that all communications from persons of concern, both positive and negative, inform protection, assistance and solutions programming, and that corrective action is taken as appropriate by all partners concerned. An effective and accountable response requires continuous and meaningful inclusion of persons of concern, understanding their needs and protection risks, and pursuing protection, assistance and solutions that take into account their perspectives and priorities.

UNHCR Refugee helpline in Cox’s Bazar was established to allow refugees to call and receive information, provide their feedback or report issues to UNHCR. The aim of the helpline is:

• To provide a reliable, accessible and affordable means of communication with refugees
• To enable UNHCR and partners to effectively manage feedback, queries and complaints from refugees in Cox’s Bazar and to provide timely responses to their concerns
• To provide a safe, confidential system for reporting sensitive complaints
The Protection Associate (Refugee Helpline Team Leader) is responsible for:

– Monitor helpline staff’s interactions with refugees and concerned people on the calls against specified policies and procedures.
– Identify training needs to promote quality and highlight and escalate process gaps.
– Conduct daily briefing session before each shift login. QAs to discuss fresh updates for the day reiterate any important update/information and give out the observed errors found during audits.
– Organize the shift schedule for respective supervisees.
– Answering incoming calls in a timely, respectful, and professional manner, respecting the principles of protection and confidentiality.
– Conduct daily briefing session before each shift login. QAs to discuss fresh updates for the day reiterate any important update/information.
– Providing immediate response to information inquiries and questions where possible ensuring that adequate information is provided to the caller and/or ensuring appropriate follow-up/action.
– Providing basic counselling to refugees based on the updated counselling lines/FAQs.
– Referring immediately emergency calls received on the Refugee Helpline, including collecting relevant information and forwarding to the appropriate colleague/Unit for appropriate assistance.
– Ensuring clear understanding and adherence to all relevant guidance while managing incoming and outgoing calls, in close coordination with the Refugee Helpline supervisor.
– Remaining abreast of all relevant information in hand for refugees to receive necessary information thought the Refugee Helpline without delay.
– Referring individual cases to camp Protection Focal Points (PFPs) for follow-up, as needed.
– Referring individual cases to other relevant units (registration, community-based protection, field, and other technical units) and ensure information provided by the Refugee Helpline is accurate and up to date.
– Making calls to refugees as needed to provide feed-back, scheduling appointments, collecting information, etc.
– Ensuring adequate and clear information is collected from the caller and systematically record the queries received in the Refugee Helpline log sheet and share it with the Information Management Focal Point each month for the update of the Refugee Helpline Dashboard.
– Perform other related duties as required.
– Ensure that all agents are trained in call procedures and how to deliver quality service to the customers.
– Conduct agent file inspection to ensure all agents are coached accordingly.
– Delivery of daily, weekly and monthly quality reports and interactive dashboard by collaborating with Information management focal point.
– Answer helpline calls as an operator according to scheduled duties.
– Perform other related duties as required.

3. Monitoring and Progress Controls
(Clear description of measurable outputs, milestones, key performance indicators and/or reporting requirements which will enable performance monitoring)

– Number of calls received and managed by Helpline operator
– Number of referrals made by Helpline operator
– Number of referrals in proGres or KoBo entries by Helpline operator
– Number of visible praises to team on productivity matters
– Quality of feedback from direct reports regarding clarity of role, assignment delegated and engaging conversation that drives improvement and productivity within team
– Refugee Helpline monthly log-sheet regularly updated and submitted

4. Qualifications and Experience
(List the required education, work experience, expertise and competencies of the individual contractor. The listed education and experience should correspond with the level at which the contract is offered.)

a. Education

– Bachelor’s degree in a relevant field in International Law, Political Science, Development/Humanitarian Studies, Communications, or related field in Social Science is required.

b. Work Experience

Two years relevant work experience with Bachelor or equivalent or higher degree. Work experience with hotline/contact centre is strongly desired.

c. Key Competencies

Required:
Fluency in English and of Chittagonian and/or Rohingya language
Great computer skills, including the use of email, web browser and data entry techniques.
Great reporting/drafting skills
Ability to work under pressure
Good skills in delivering training materials
Managerial skills
Professionalism
Integrity
Teamwork and respect for diversity
Commitment to continuous learning
Planning and organizing
Communication

Standard Job Description

Required Languages

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Desired Languages

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Additional Qualifications

Skills

Education

Certifications

Other information

This position doesn’t require a functional clearance