Job Description
- Applications are welcome from internal and external candidates. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process. For the purpose of this vacancy, internal candidates are considered first-tier candidates.
Context
- Working under the overall supervision of the Programme Manager Protection/MHPSS and in close coordination with other unit’s staff, the incumbent will support the Protection/MHPSS remote hotlines. S/he will provide affected individuals with accurate information on available protection and psychosocial services, communicating in Hausa, English, and Fulfulde languages with communities in Plateau, Taraba, and Taraba states. The role will involve receiving, processing, and responding to community feedback and complaints, facilitating referrals and follow-ups, and handling all information with confidentiality and respect for affected populations.
Responsibilities
- Support community awareness activities on the purpose and use of remote hotlines.
- Receive calls through the hotline and provide information on available protection and psychosocial services in languages like Hausa, English, and Fulfulde.
- Record complaints and feedback from affected populations, provide accurate information and contribute to awareness sessions on frequently raised topics.
- Refer affected populations to appropriate service providers where needed, based on their concerns and requests.
- During Awareness-raising activities, promote the use of the hotline by all segments of the community, including the vulnerable groups.
- Maintain confidentiality when handling information shared through calls, feedback, or referral processes.
- Listen attentively and respectfully to individuals’ feedback, requests for information, or complaints.
- Maintain records of calls received, referrals made, and information provided, disaggregated by age, gender, needs, and type of feedback.
- Obtain consent from beneficiaries before making referrals.
- Provide inputs for analysis and reporting on feedback received, actions taken, and information provided through the hotline.
- Perform other duties as assigned.
Qualifications
Education
- High school diploma with four years of related experience; or,
- Bachelor’s degree in Social Sciences, Humanities, and Humanitarian Studies, or a related field from an accredited academic institution with two years of related experience.
Experience
- Experience in community engagement, call centers/hotline operations, protection-related work, or other related areas.
- Previous experience in humanitarian or community-based work is an advantage.
- Experience in working with vulnerable populations is desirable.
Skills
- Strong interpersonal and communication skills, with the ability to establish effective working relations with colleagues and communities.
- Ability to prioritize, multi-task, and complete assignments proactively.
- Good writing and reporting skills.
- Respectful, empathetic, and able to maintain confidentiality and integrity when supporting affected populations.
