Scheduling and Helpline Clerk

Overview

Handle outgoing calls for registration activities.

You have:

• Completion of Secondary Education.
• Minimum 3 years of previous relevant work experience.
• Knowledge of English and Arabic.
• Good Computer skills.
• Experience in related field (Reception, Scheduling and Filing).
• Strong communication skills.
• Experience working with humanitarian or development organizations, and experience in dealing with client’s management software (CRM, ProGres, …) skills.

Deadline for Applications

February 18, 2026Hardship Level (not applicable for home-based)

CFamily Type (not applicable for home-based)

Non FamilyStaff Member / Affiliate Type

UNOPS LICA3Target Start Date

2026-02-05Terms of Reference

1- Updated Operational Context:

After more than three decades of political turmoil and armed conflict that profoundly affected its population, Iraq is gradually emerging into a period of relative stability. The country is making progress towards sustainable development, including efforts to resolve protracted displacement. Iraq continues to host significant numbers of refugees and asylum-seekers and pursues an inclusive policy that enables their access to national services. Despite these advances, substantial humanitarian and development needs persist. As of the end of 2025, Iraq generously hosts more than 348,600 refugees and asylum-seekers, of whom 88 per cent are Syrian nationals. Approximately 80 per cent of this population resides in the Kurdistan Region of Iraq (KRI). While most refugees and asylum-seekers live in urban and peri-urban areas, around 30 per cent continue to reside in nine refugee camps nationwide. Iraq also continues to have large numbers of internally displaced people (IDPs), including some 102,000 IDPs who live in IDP camps. In this evolving context, UNHCR in Iraq has transitioned from a humanitarian response to an approach that increasingly supports development-oriented solutions. UNHCR works closely with the Government of Iraq and partners to support refugees and asylum-seekers in accessing protection, public services such as education and healthcare, and economic opportunities, while also advancing durable solutions for both refugees and IDPs. Accordingly, UNHCR’s Multi-Year Strategy (2025–2029) envisions that forcibly displaced populations in Iraq will have enhanced access to legal protection, inclusive and quality basic and protection services within national systems and improved economic opportunities.

2. General Background :

As of October 2023, some 300,000 refugees and asylum seekers reside in Iraq. Most of the asylum-seekers are of Syrian nationality, while the remainder are nationals of Turkey, Iran, Sudan, and other countries in the region and beyond. Registration is a core component of UNHCR Protection mandate and used as a primary protection line for identification and data collection, recording specific needs, issuance of UNHCR certificates confirming an asylum seeker or refugee status with UNHCR. Registration activities are guided by UNHCR Iraq harmonized registration SOPs. Baghdad Field Office: Baghdad FO covers Center and South with its 13 governorates of Anbar, Babylon, Baghdad, Diyala, Karbala, Kirkuk, Najaf, Salah Ad Din, Wasit, Basra, Missan, Muthanna, Thi Qar, and Qadissiyah. Center and South have a historic registration backlog, both the new registration and renewal/verification with majority of asylum seekers and refugees being Syrian and Palestinian nationals. Renewals: Palestinian refugees comprise the largest group with expired certificates, the list of expired documents including that of Syrian continues to grow. There is also a tendency within the community to not proactively approach UNHCR, given that their government issued IDs (PC-MOI ID) cards provide them with effective protection and access to national services. New registration: Most new registration requests are from Syrian, Afghan, Kuwaiti Bidoon, Sudanese nationals. The C/S also has a large number of Syrians, in particular in Baghdad, who have expired documents. The scheduling clerk will support in receiving and making calls, provide appropriate information and make referrals for Persons of Concern to relevant colleagues and units. The incumbent is supervised by a more senior staff within registration unit or as relevant in the same filed office. S/he receives regular guidance and instructions from the supervisor on procedural aspects of the work. As per specific instructions, the incumbent may be required to liaise with different offices and Units within the Operation to ensure effective delivery of services and achievement of objectives. Registration activities in Baghdad field office are under direct implementation and supervision of UNHCR staff members. Registration units in Baghdad field office is managed by Registration/Protection officer or senior national registration/protection staff under the supervision of a protection officer. Registration focal points in field offices are in direct contact with the registration national supervision unit for all aspects of registration.

The incumbent of this UNOPS position, as scheduling and helpline clerk, will participate in registration activities for approximately 4000 asylum seeker/refugee households already registered (renewal) as well as the over 26000 households pending registration in Baghdad field office, covering all the Governorates in Center South.

3. Purpose and Scope of Assignment:

All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR’s core values of professionalism, integrity and respect for diversity.

Duties/responsibilities:

• Responsible for handling outgoing phone calls to schedule date/time and place for registration activities involving asylum seekers and refugee through dedicated line.
• Conduct follow-up on scheduling calls using protocols and referral databases in line with registration and protection officer’s prioritization list.
• Keeping information about persons of concern with confidentiality, display exemplary behavior in line with the UN code of conduct and multicultural tolerance.
• Ensure that all called asylum seekers and refugees receive an appropriate level of information to ensure they are referred to the right service and risk concerns are addressed.
• Make good appropriate use of resources, databases, and report back discrepancies in the system and to your supervisor on time.
• Participate in regular meetings such as staff meetings, debriefings as required.
• Provide a supportive, calm, and professional interaction with refugees and asylum seekers everyone accessing the Helpline via various communication channels.
• Assist in updating, maintaining, and expanding scheduling network.
• Report complaints from refugees, asylum seekers to your direct supervisor.
• Perform other registration tasks assigned by your supervisor.
• Perform other related duties as required.

4. Monitoring and Progress Controls:

• Schedule the required number of cases in need of new registration and/or continuous registration services.
• Scheduled cases or individuals are recorded in the scheduler database.
• Verification of family composition and related basic functions which will fall under responsibilities of the position.

5. Qualifications and Experience:

a. Education: - Completion of Secondary Education.

b. Work Experience - Minimum 3 years of previous relevant work experience.

Language Requirements: - Knowledge of English and Arabic

Required/Core Competencies:

• Teamwork & Collaboration
• Client & Result Orientation
• Technological awareness
• Planning and organizing
• Communication

7. Instructions for applications:

• Shortlisted candidates might be required to undergo a written test.
• When completing the application, candidates are required to list all of their language skills, including their mother tongue. The three broad levels are A1/A2 ("Basic User"), B1/B2 ("Independent User"), and C1/C2 ("Proficient User").
• Female candidates are strongly encouraged to apply.

8- Desirable Candidate Profile:

• Good Computer skills
• DM-Data Management (Intermediate technical skills in MS-Excel).
• Experience in related field (Reception, Scheduling and Filling).
• Strong communication skills.
• Experience working with humanitarian or development organizations, and experience in dealing with client’s management software (CRM, ProGres, …) skills. Hiring Requirements Job Details Job Profile Job Profile AWF131 - Generic Affiliate (3.4.a Registration and Identity Management) Job Families for Job Profiles Job Families for Job Profiles 3.4.a Registration and Identity Management Personnel Sub-Type Personnel Sub-Type UNOPS LICA3 Personnel Type Personnel Type Affiliate Time Type Time Type Full time Compensation Grade Compensation Grade (empty) Primary Location Primary Location Baghdad, Iraq Primary Job Posting Location Primary Job Posting Location Baghdad, Iraq Scheduled Weekly Hours Scheduled Weekly Hours 40 Work Shift Work Shift (empty) Recruiting Start Date Recruiting Start Date 23/02/2026 Earliest Hire Date Earliest Hire Date 01/03/2026 Target End date (temporary/affiliate jobs) Target End date (temporary/affiliate jobs) 30/06/2026 Cost Information Supplier Supplier (empty) Currency Currency (empty) Spend Category Spend Category (empty) Pay Rate Pay Rate 0 Frequency Frequency (empty) Maximum Amount Maximum Amount 0 Worktags Worktags (empty) Additional Information Union Membership from Job Profile Union Membership from Job Profile (empty) Allowed Unions from Job Profile Allowed Unions from Job Profile (empty) Collective Agreement Details Collective Agreement

Collective AgreementStandard Job Description

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This position doesn't require a functional clearance Remote

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Added 3 months ago - Updated 3 months ago - Source: unhcr.org