Safe Migration Hotline Coordinator

Consultant

Contract

This is a Consultancy contract. More about Consultancy contracts.

Introduction

Established in 1951, IOM is a Related Organization of the United Nations and the leading UN agency in the field of migration. Working closely with governmental, intergovernmental and non-governmental partners, IOM promotes humane and orderly migration for the benefit of all. It saves lives and protects people on the move, drives solutions to displacement, and facilitates pathways for regular migration, while providing services and advice to governments and migrants.

IOM is committed to fostering a respectful, inclusive and supportive workplace where all employees can thrive professionally and feel valued. By creating such an environment, IOM aims to better harness the full potential of migration and strengthen its support to people on the move.

IOM invites candidates from diverse backgrounds to apply and provides reasonable accommodation throughout the recruitment process when required. Learn more about IOM’s workplace culture at IOM workplace culture | International Organization for Migration

Project Context and Scope

The International Organization for Migration (IOM) cooperates with the Government of the Republic of Tajikistan to support the safe and orderly migration of Tajik citizens. This cooperation encompasses a range of services, including pre-departure preparation, capacity building, skills development, reintegration assistance, and other targeted support measures to enhance migrant protection and opportunities.

In partnership with the Migration Service under the Ministry of Labour, Migration and Employment of the Population of the Republic of Tajikistan, IOM has established a Safe Migration Hotline (+992 900 800 800). This Hotline, operating from 9:00-17:00 Monday to Friday, provides migrants with access to accurate information on migration-related matters, helping to ensure informed and secure migration decisions. The Hotline also provides legal consultations to migrants in-person, over the phone and through Whatsapp and Telegram groups. The Hotline operates from the premises of the Pre-departure Orientation and Consultation Centre (PDO) under the Migration Service. Its day-to-day operations are jointly managed by the Migration Service and IOM.

Organizational Department / Unit to which the Consultant is contributing

Migration Solutions Unit

Qualifications

Required Qualifications and Experience

Education

• Higher education in law or a relevant field from a recognized educational institution.

Experience

• At least 7 years of professional experience in providing Hotline consultations and/or conducting informational activities on safe migration;
• Knowledge of migration legislation and policies of main migration destination countries of Tajik migrants and capacity continue updating the knowledge;
• Previous experience in conducting pre-departure orientation sessions and training for labour migrants;
• Work experience in international organizations is an advantage;
• Extensive knowledge of the labour migration context from Tajikistan.

Skills

• Migration counselling and advisory services;
• Strong communication and interpersonal skills;
• Client-focused and migrant-centred service delivery;
• Training and capacity-building facilitation;
• Data collection, analysis, and reporting;
• Social media and digital communication management;
• Referral and case management;
• Integrity, confidentiality, and ethical conduct;
• Planning and organizational skills;
• Public awareness and outreach promotion.

Languages

For this consultancy, proficiency in Russian and Tajik languages is required. Knowledge of English is an advantage.

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values - all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Notes

IOM covers Consultants against occupational accidents and illnesses under the Compensation Plan (CP), free of charge, for the duration of the consultancy. IOM does not provide evacuation or medical insurance for reasons related to non-occupational accidents and illnesses. Consultants are responsible for their own medical insurance for non-occupational accident or illness and will be required to provide written proof of such coverage before commencing work.

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.

IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.

IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.

IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.

No late applications will be accepted. Only shortlisted candidates will be contacted.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies

Responsibilities

Tasks to be performed under this contract

• IOM Safe Migration Hotline Operation & Oversight

  • Provide consultations to migrants via IOM Safe Migration Hotline platforms (Whatsapp, Telegram, etc.)
  • Prepare a detailed work plan for the operation of the Safe Migration Hotline;
  • Oversee and supervise the daily activities of the Safe Migration Hotline;
  • Regularly update information in the Hotline Resource platform and provide learning sessions for the operator on the updated information;
  • Monitor the quality of phone, message and in-person consultations to migrants;
  • Monitor the registration of applicants/callers in the IOM designated registration system (KOBO);
  • Provide expert support to operators in difficult or complex cases;
  • Coordinate with Government and non-government partners to provide specialized consultations and ensure the referral of callers to relevant organizations, as appropriate.

• Strategic engagement

  • Develop a Safe Migration Hotline Strategy and Protocols;
  • Strategically and efficiently coordinate the Safe Migration Hotline’s activities with the Migration Service;
  • Promote and raise awareness of the Hotline through various channels, including social media, mass media, information campaigns and events organized by IOM and governmental, international and civil society organizations;
  • Manage and maintain the Instagram and Facebook social media pages related to the Hotline.

• Capacity building

  • Conduct training of trainers (ToTs) and ensure that Hotline consultants and operators are provided with accurate and up-to-date information related to all areas of migration;
  • Participate in and conduct trainings to enhance professional qualifications and to improve the knowledge and skills of the hotline consultants and operators.

• Reporting

  • Collect and analyze statistical data related to the operation of the Hotline;
  • Analyze consultation trends to identify emerging migration issues, recurring concerns, information gaps and priority needs of migrants, and provide regular insights and recommendations to inform IOM programming, awareness-raising, referrals and engagement with relevant partners;
  • Provide accurate and timely reports of achievements, progress and challenges to IOM regarding the operation of the Hotline;
  • Submit weekly and monthly reports, in compliance with confidentiality requirements and ethical standards in accordance with IOM procedures.
• Provide ad hoc support to IOM when requested

Performance indicators for the evaluation of results

• Development and implementation of IOM Safe Migration Hotline Strategy in accordance with the workplan;
• Weekly and monthly reports on Safe Migration Hotline activities approved by IOM;
• Regular conduction of information sessions and promotional activities of the Safe Migration Hotline;
• Regular conduction of capacity building of the Safe Migration Hotline team.

Apply now

Added 7 hours ago - Updated 7 hours ago - Source: iom.int