Fresher UN Protection Associate (Community Connectivity) Job Opportunities – United Nations High Commissioner for Refugees (UNHCR)

Organisation: United
Nations High Commissioner for Refugees (UNHCR)
Position No.: TEMP/042/18/09
Vacancy Notice: 042/2018
Duty Station: Kampala,
Uganda
About UNHCR:
The Office of the
United Nations High Commissioner for Refugees was established on December 14,
1950 by the United Nations General Assembly. UNHCR’s mandate under the Statute
of the Office of the United Nations High Commissioner for Refugees is to lead
and co-ordinate action for international protection to refugees; seek permanent
solutions for the problems of refugees and safeguard refugee rights and
well-being. UNHCR has an additional mandate concerning issues of statelessness,
as it is given a designated role under Article 11 of the 1961 Convention on the
Reduction of Statelessness.
Job Summary:   The Protection Associate (Community
Connectivity) will coordinate on a day-to-day basis the work of the Sub-Unit
placed within the Protection Section of UNHCR Kampala that will oversee the
work of the call centre operating the toll-free helpline. Under the supervision
of the international protection staff coordinating the Comprehensive Feedback,
Referral and Resolution Mechanism
Key Duties and Responsibilities: 
  • Monitor and supervise the work of the call centre on a day-to-day
    basis
  • Liaise closely with the call centre service provider on training and
    recruitment of call centre agents, and organize training on protection and
    operational issues to the agents
  • Liaise closely with the call centre service provider to ensure that
    the helpline service is running efficiently
  • Coordinate with other Units on operational aspects of the helpline
    to ensure smooth running of service.
  • Ensure and monitor responses to queries on a daily basis, liaise
    with other Units and focal points, and follow up with other units and
    focal points to ensure that queries referred to them are resolved and
    responded to
  • Access and use proGres to check records / status of caller and
    update proGres accordingly, and ensure that relevant databases are updated
    as per applicable SOPs
  • Keenly monitor the work of the call centre agents, and provide them
    with continuous guidance and technical advice
  • Work closely with his/her supervisor and provide regular updates on
    issues raised by PoCs, responses and interventions made, and seek advice
    as appropriate
  • Ensure that relevant databases are updated as per applicable SOPs
  • Ensure consultations with persons of concern to seek their feedback
    on the helpline and other channels for feedback and complaints
  • Develop, review and update tools used by the call centre agents to
    facilitate the work of the call centre
  • Analyze trends and prepare related reports
  • Provide regular updates to supervisor and senior management on
    issues and protection concerns raised by POCs, responses and interventions
    made, and trends.
  • Perform other related duties as requested by supervisor
Key Performance Indicators:
  • Weekly and monthly reports on trends
  • Records of individual calls received and how they were managed to
    evidence effective running of call centre
  • Reports on consultations with the community to obtain feedback on
    performance of call centre and scope for improvement

Qualifications, Skills and Experience:
  • The ideal candidate for the United Nations
    UNHCR  Protection Associate (Community Connectivity) job vacancy
    should possess a University degree in law, human rights, social
    humanities, political science or related field
  • Additional training course in protection and ICT would be an asset
  • At least two years related work experience is required
  • Prior work experience in a refugee context, particularly in
    protection, would be an asset.
  • Excellent written and oral communication skills in English.
  • Excellent interpersonal and communication skills, and the ability to
    successfully and effectively communicate with people in a multi-cultural
    environment
  • Willingness to contribute and work as part of a team
  • Respect for diversity and adaptability to other cultures and
    environments
  • Good ICT skills including database management skills
  • Strong analytical skills
  • Demonstrated managerial skills
  • Diverse field experience.
How to Apply:
All interested
Ugandan nationals who wish to join the United Nations High Commissioner for
Refugees (UNHCR) in the aforementioned capacity are encouraged to click on the
link below and follow the application instructions after reviewing the job
details.
Deadline: 16th July 2018
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