Helpline Operator
Assist UNHCR in providing protection support via helpline.
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Overview
Assist UNHCR in providing protection support via helpline.
You have:
- Proven experience delivering client-centered services, ideally within humanitarian, protection, or related contexts.
- Demonstrated ability to provide high-quality services in multicultural environments, effectively managing pressure.
- Strong communication, interpersonal, and problem-solving skills, with a high level of discretion.
- Clear commitment to continuous learning, professional development, and skills enhancement.
- Fluency in Persian (Farsi) is essential.
- Good in English for reporting and communication purposes.
- Proven experience in using UNHCR’s PRIMES tools (ProGres) and Kobo for data collection.
- Good IT skills, including familiarity with case management tools and office software.
Deadline for Applications
February 16, 2026Hardship Level (not applicable for home-based)
CFamily Type (not applicable for home-based)
FamilyStaff Member / Affiliate Type
CONTR Local Entry and Mid-Level SupportTarget Start Date
2026-04-01Terms of Reference
UNHCR Iran is committed to protecting forcibly displaced persons, ensuring their access to services, rights, and essential services as per the national legislation. In the absence of outreach activities, the Helpline Operator plays a critical role in UNHCR’s protection system, serving as the first point of contact for individuals seeking UNHCR support. The primary responsibility of the Helpline Operator is to respond professionally to the calls coming from the persons UNHCR serves in Iran, identify their individual situation and protection needs, through active listening, careful assessment, and systematic documentation of inquiries. By collecting detailed information on protection concerns—such as profiles, vulnerabilities, and urgent needs—the operator enables UNHCR to identify persons falling under its mandate, prioritize actions based on individual profiles and vulnerabilities to provide assistance and deliver timely and appropriate interventions.
The Helpline operators will undertake the following activities: o Serve as the first point of contact for individuals seeking information, assistance, or protection support via phone. o Record and manage calls and messages systematically using UNHCR-approved data management tools. o Document all relevant information accurately in UNHCR case management systems (e.g., PRIMES/ProGres, Kobo). o Refer cases to UNHCR protection staff based on urgency and protection needs. o Support the transition to an externalized helpline service, including providing inputs on workflows, SOPs, and data management tools. o Handle all cases with utmost confidentiality, adhering to UNHCR’s data protection policies, ensuring that sensitive personal information is shared with authorised UNHCR staff as per Office protocols.
Field of expertise, competencies:
Required/mandatory: o Proven experience delivering client-centered services, ideally within humanitarian, protection, or related contexts. o Demonstrated ability to provide high-quality services in multicultural environments, effectively managing pressure while maintaining professionalism, empathy, and strict adherence to deadlines. o Strong communication, interpersonal, and problem-solving skills, with a high level of discretion and commitment to confidentiality when handling sensitive information. o Clear commitment to continuous learning, professional development, and skills enhancement.
Desirable: o Proven experience in using UNHCR’s PRIMES tools (ProGres) and Kobo for data collection, case management, and reporting. o Familiarity with UNHCR protection tools, operational guidelines, and standard operating procedures. o Experience in case management role o Good IT skills, including familiarity with case management tools and office software
Minimum years of work experience: Minimum 1 year of previous experience as Helpline operator or humanitarian or protection-related work, preferably with UNHCR or other international organizations.
Language: Fluency in Persian (Farsi) is essential.
Good in English for reporting and communication purposes.Standard Job Description
Required Languages
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Desired Languages
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Additional Qualifications
Skills
Education
Certifications
Work Experience
Other information
Shortlisted candidates may be required to sit for a test and/or Interview. No late application will be accepted.This position doesn't require a functional clearance Remote
No
Potential interview questions
| Describe a situation where you had to manage a high-pressure call from a distressed client. | This evaluates your ability to handle challenging situations and maintain professionalism. | Share a relevant experience, focusing on your response and how you managed the situation. |
| How do you ensure confidentiality when dealing with sensitive information from clients? | This question checks your understanding of data protection policies. | Pro members can see the explanation. |
| Can you provide an example of how you've worked effectively in a multicultural environment? | Pro members can see the explanation. | Pro members can see the explanation. |
| What steps do you take to keep your professional skills updated? | Pro members can see the explanation. | Pro members can see the explanation. |
| Tell us about a time you had to handle a difficult client situation. What was your approach? | Pro members can see the explanation. | Pro members can see the explanation. |
| How do you prioritize your work when receiving multiple calls? | Pro members can see the explanation. | Pro members can see the explanation. |
| What do you understand about UNHCR's mandate and its importance in humanitarian work? | Pro members can see the explanation. | Pro members can see the explanation. |
| Describe your experience with case management tools and why they are important for this role. | Pro members can see the explanation. | Pro members can see the explanation. |
Added 3 months ago
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Updated 3 months ago
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Source:
unhcr.org
