Protection Assistant

Contract

This is a UNV National Specialist contract. This kind of contract is known as National UN Volunteer. It is normally only for nationals. More about UNV National Specialist contracts.

The Protection Assistant working within the Protection Unit reports to the Assistant Protection Officer. The incumbent provides functional and administrative support to the Protection Unit, focusing on supporting the toll-free Helpline.

The Protection Assistant supports the Protection Unit in providing quality, timely and effective protection responses to persons of concern (PoCs). He/she may liaise externally with local authorities and partners on correspondence and/or protection issues as guided by the supervisor.

The Protection Assistant supports with the management of queries from the Helpline, the preparation of schedules for appointments at the Joint Refugee Service Centre (JRSC), and the provision of training and capacity building to Helpline staff working for Calltronix, the private company engaged to staff the Helpline.

The incumbent maintains frequent contacts with his/her supervisor and relevant colleagues within the Office to exchange information and discuss protection issues, including analysis of trends of queries to the Helpline. The Protection Assistant also facilitates the involvement of PoCs in making decisions that affect them, including accessing their rights and identifying appropriate solutions to their problems

Within the delegated authority of the Senior Protection Officer, and under the direct supervision of the Assistant Protection Officer, the UN volunteer will undertake the following tasks: • Updating FAQs for Helpline agents to enable quick responses to queries from PoCs. • Undertaking analysis of trends with regards to calls coming to the Helpline. • Supporting the scheduling of appointments for persons seeking protection services at the JRSC. Coordinate individual case management for individual contacting the Helpline, including: • Keeping track of vulnerable cases and making inter-unit referrals to relevant units, including: Protection Delivery Unit, Resettlement and Complementary Pathways Unit, Registration Unit, Refugee Status Determination Unit, Community Based Protection Unit, Livelihoods Unit, Public Health Unit. • Providing timely responses to asylum-seekers and refugees. • Liaising with respective units before responding to or sharing information with third party callers. • Liaising with other units and camp focal points (Kakuma and Dadaab have assigned focal points to deal with queries that are forwarded to them) to resolve queries requiring a multi-sectoral approach. • Following up with other units and camp focal points to ensure that queries referred to them are responded to. • Liaising with partners, the Government’s Refugee Affairs Secretariat (RAS) and other third parties on PoC-related issues. • Updating individual records in the proGres database on actions taken for PoCs. • Assisting in mitigating fraud by reporting suspected incidents of fraud. • Acting as a back-up to provide counseling to PoCs who inquire about their cases through email or telephone. • Following-up on cases with his/her supervisor regarding any relevant protection concerns and subsequent action required, including camp relocation requests, scheduling for documentation, registration, or RSD fast-tracking. • Capacity building for Calltronix agents through training. • Monitoring and ensuring quality control of the work undertaken by Calltronix agents. • Assisting in the processing of applications for Convention Travel Documents (CTDs). • Assisting in the coordination of relocation movements from Nairobi to the camps. • Serving as back-up to the Helpline Coordinator as required. • Performing any other tasks as may be required or assigned by the supervisor. Efficient, timely, responsive, client-friendly, and high-quality support rendered to UNHCR and its beneficiaries in the accomplishment of her/his functions, including: • The toll-free Helpline provides an efficient and timely mechanism for two-way communication between UNHCR and POCs. • PoCs are able to seek appointments when required in a timely manner and have their protection concerns addressed. • PoCs are made aware of UNHCR’s procedures and have fair and transparent access to and participation in these procedures. • Proper follow-up on vulnerable cases is ensured. • Suspected fraud in the process is properly reported.

Ability to work independently while also able to work well with others; Ability to work under pressure and with frequent deadlines; Ability to handle emotionally stressful issues (e.g. issues relating to torture, rape, executions etc.); Ability to effectively and compassionately work with traumatized individuals;

human rights advocacy, refugee matters, humanitarian work and data management is required Desirable skills: Good IT troubleshooting skills, basic understanding of RDBMS (Relational Database Management Systems), ability to conceptualize complex workflows and simplify them into software requirements. Completion of UNHCR specific learning/training activities an asset; Computer software literacy essential (Word, Excel, PowerPoint) along with an advanced ability to type. Good knowledge of protection issues and UNHCR policies and operational applications an asset.

The Republic of Kenya is an equatorial nation on the coast of East Africa, neighbouring Somalia, Ethiopia, Sudan, Uganda, Tanzania, and the Indian Ocean. Kenya has two levels of Government; National Government and 47 sub-national Governments called Counties. Counties are further divided into sub-counties. Kenya is a multi-party state with Executive, Legislative, and Judicial branches. Kenya’s population of more than 40 million is growing at an annual rate of 2.2%. The country’s GNP per capita estimated at purchasing power parity (PPP) is $975, and the GNP is growing at an average rate of 0.1% annually. More than 26% of Kenya’s people live below the international poverty line of $1 per day. Kenya’s main food crops are “maize, wheat, pulses, roots and tubers.” (FAO).

Nairobi is a modern metropolitan city where most basic goods and services, health facilities, public transport, telecommunication and banking services and educational facilities are readily available. The city is widely connected through its main airport, Jomo Kenyatta International Airport and the smaller Wilson Airport. Air transport is also available to many up-country destinations. The city is home to some 3,000 UN personnel mainly attributed to the fact that it serves as the headquarters for both the UN HABITAT and UNEP. The socio-economic and cultural background of the immediate society the UNV would be living and working in is diverse and prevailing security conditions at the place of assignment is modest. The topographic and climatic features of the assignment location is highland cool and warm tropical climate.