The Ugandan Jobline

• Handle queries referred from the call centre agents to the UNHCR
  Protection Section, and liaise with other Units and focal points as
  necessary in order to resolve them
• Provide timely responses to asylum-seekers and refugees on queries
  received, and follow up with other units and focal points to ensure that
  queries referred to them are responded to
• Access and use proGres to check records / status of caller and
  update proGres accordingly
• Assist with training of call centre agents, and provide them with
  ongoing guidance and technical advice
• Liaise closely with his/her supervisor and provide regular updates
  on issues raised by PoCs, responses and interventions made, and seek
  advice as appropriate
• Draft reports, routine correspondence, updating relevant databases
  and compiling statistics for the protection unit / section
• Provide support in the development, review and updating of tools
  used by the call centre agents to facilitate the work of the call centre
• Support analysis of trends on queries, complaints, and issues raised
  by persons of concern, how they are handled, interventions taken and
  preparation of related reports
• Undertake or support consultations with persons of concern to seek
  their feedback on the helpline and other channels for feedback and
  complaints
• Perform any other related duties as requested by supervisor

• 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

• The ideal candidate for the United Nations UNHCR Senior Protection
  Assistant (Community Connectivity) job placement should have competed
  secondary school. Additional certificate/training in law, human rights,
  political science, social humanities, or related field is required
• Additional training in protection and ICT would be an asset
• A minimum of six 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

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