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UN Senior Protection Assistant (Community Connectivity) Careers - United Nations High Commissioner for Refugees (UNHCR)


Organisation: United Nations High Commissioner for Refugees (UNHCR)
Position No.: TEMP/042/18/10
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 Senior Protection Assistant (Community Connectivity) will work in 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.

Key Duties and Responsibilities: 
  • 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

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 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

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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