Under the overall supervision of the Sr. Protection Coordinator and Head of Sub-office and the direct supervision of the Senior Protection Assistant, the incumbent will be responsible for the registration activities through the IOM helpline, while also acting as intake within the service flow.

• Answer the helpline calls and provide migrants with basic information on the services available in Tunisia, in accordance with appropriate internal protocol.
• Ensure organized registration activities upon call from the migrants to the helpline as per Standard Operating Procedures (SOPs) and standardized data collection system, and referral of beneficiaries for further assessment by the relevant case worker.
• Refer eligible beneficiaries, including victims of trafficking, medical cases and other vulnerable migrants, for relevant service (medical, psychosocial, AVRR), or to external service providers as per the needs identified by the case workers or doctor.
• Follow-up on communication with beneficiaries as required, including to provide updates on progress on their services and set up appointments with IOM staff.
• Support the implementation  of effective unit’s outreach activities.
• Keep record of the calls and update the helpline database.
• Assist in the distribution of NFIs to vulnerable migrants

EDUCATION

• Bachelor’s degree from an accredited academic institution in Political or Social Science, Business Administration, International Relations and/ or Law; with one year of relevant experience or
• High School Degree in the above fields with minimum three years of relevant professional experience.

EXPERIENCE

• Experience working directly with vulnerable migrants, including individuals in distress.
• Experience compiling and reporting beneficiary data.
• Excellent computer skills (MS Office, ODK/KOBO, basic database knowledge required).
• Experience working with Excel and databases.

SKILLS

• Strong communication skills are essential,
• Knowledge of protection and determination of vulnerabilities
• Knowledge of IOM’s Mimosa system is an advantage.

Languages

REQUIRED

For all applicants, fluency in French and English is required (oral and written).