Scheduling and Helpline Assistant

Volunteering IT & Telecom

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.

She/he will assist in organizing and scheduling registration activities as per the manifests provided by the registration team leader. Staff members will be in direct contact with refugees and asylum seekers daily by handling outgoing calls for registration appointments. Being part of the UNHCR registration team, the s/m is also involved in several activities related to essential data management activities, appointment tracking, filing activities reception activities, crowd control, and registration interviews.

• Responsible for handling outgoing phone calls to schedule dates/times and places for registration activities involving asylum seekers and refugees through a dedicated line.
• Conduct follow-up on scheduling calls using protocols and referral databases in line with the prioritization list provided by the team leader.
• Ensure that all phone calls with asylum seekers and refugees relay clear and comprehensive counselling highlighting the time, date and documentation needed for the registration interview.
• Ensure that all phone calls are recorded in proGres in line with UNHCR Registration Standard Operating Procedures (SOP).
• Report complaints from refugees and asylum seekers to your direct supervisor.
• Maintain daily and weekly schedules of appointments for refugees and asylum seekers, updating records of all calls placed in a systematic, transparent, and accountable manner.
• Ensure accurate data entry of registration appointments in relevant web-based scheduling tools and/or Excel spreadsheets.
• Remain up to date on relevant registration SOP
• Support registration interviews, reception and filing activities, as required, at camps or urban areas.
• Perform any other related duty as required based on operational needs.

• Accountability • Communication • Organizational Awareness • Teamwork & Collaboration • Commitment to Continuous Learning • Client & Result Orientation

excellent oral and written skills; excellent drafting, formulation, reporting skills; • Accuracy and professionalism in document production and editing. • Excellent interpersonal skills; culturally and socially sensitive; ability to work inclusively and collaboratively with a range of partners, including grassroots community members, religious and youth organizations, and authorities at different levels; familiarity with tools and approaches of communications for development; • Ability to work and adapt professionally and effectively in a challenging environment; ability to work effectively in a multicultural team of international and national personnel. • Solid overall computer literacy, including proficiency in various Microsoft Office applications (Excel, Word, among others), email, and internet; familiarity with database management; and office technology equipment. • Self-motivated, ability to work with minimum supervision; ability to work with tight deadlines.

As this is a national UN Volunteer assignment, the UN Volunteer will be responsible for arranging his/her own housing and other living essentials. National UN Volunteers receive a volunteer living allowance to sustain a basic, adequate and safe lifestyle. This allowance varies from one location to another depending on local living costs, but all national UN Volunteers in the same location receive the same allowance. Below is a summary of the Conditions of Service. Allowances The purpose of allowances for national UN Volunteers is to enable the national UN Volunteers to sustain a modest and secure standard of living at the duty station. The allowances are in no way to be understood as compensation, reward or salary in exchange for the volunteer work. Volunteer Living Allowance (VLA): All national UN Volunteers are entitled to a monthly volunteer living allowance of USD 1,425.33 The purpose of this allowance is to cover the basic living costs of the national UN Volunteer, and her or his family when applicable. The allowance is to ensure that the volunteer can sustain a basic, adequate and safe lifestyle. The monthly allowance rate is a fixed rate for the duty station as established by UNV headquarters. Resettlement allowance: Eligible national UN Volunteers are entitled to receive a resettlement allowance upon satisfactory completion of the assignment. The allowance assists the volunteer to reintegrate into society both professionally and personally upon completion of their UN Volunteer service. As this is a national UN Volunteer assignment, the UN Volunteer will be responsible for arranging his/her own housing and other living essentials

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Added 13 days ago - Updated 5 hours ago - Source: unv.org