Organization: UNHCR – United Nations High Commissioner for Refugees
Location: Dhaka
Grade: Administrative support – Administrative Services and Support – Generally no need for Higher Education
Occupational Groups:
Social Affairs
Administrative support
Civil Society and Local governance
Protection Officer (Refugee)
Closing Date: 2025-01-04
Hardship Level (not applicable for home-based)
D
Family Type (not applicable for home-based)
Family
Staff Member / Affiliate Type
UNOPS LICA8
Target Start Date
2025-01-01
Deadline for Applications
January 4, 2025
Terms of Reference
1. General Background
The UNHCR office in Bangladesh assists the government in determining the refugees’ needs and safety concerns. Due to their lack of official legal status, Rohingya refugees are more susceptible to exploitation, abuse, and arbitrary arrest and incarceration. They also have a harder time getting justice. In addition to conducting protection monitoring, UNHCR offers a variety of protection services, including legal aid, either directly or through its partners. Refugees face a variety of safety and protection risks in the crowded camps. Serious protection incidents are still being reported, and refugees are at higher risk of protection due to uneven aid levels and service gaps that worsen potentially dangerous coping strategies. Furthermore, during the monsoon season, refugees are at risk of cyclones, landslides, and other natural disasters.
By November
Responsibilities
The Assistant Protection Officer is responsible for:
– Manage the helpline team consisting of a minimum of 10 staff members.
– Organize shift schedules for supervisees to ensure seamless operations.
– Conduct weekly meetings and share important updates with the team to maintain alignment and address concerns.
– Oversee helpline staff and provide feedback on interactions with refugees and other callers to ensure compliance with established policies and procedures.
– Identify training requirements to enhance quality and address gaps in the referral process across CFM channels and sectors.
– Ensure the team understands and adheres to relevant guidance and Standard Operating Procedures (SOPs) in coordination with the Community-based Protection Officer/Senior CBP Officer.
– Regularly monitor and evaluate the performance of the helpline team to maintain high standards according to SOP.
– Stay updated on relevant information and ensure refugees receive accurate and timely details through the Refugee Helpline.
– Regularly update FAQs from different sectors and ensure the team has a thorough understanding of the updated content to provide accurate information to refugees.
– Ensure the helpline system (iHelp BD) is operational and meets performance standards.
– Ensure accurate referrals to relevant units based on the nature of the refugee inquiries.
– Periodically review and update the UNHCR Helpline SOP as needed.
– Ensure adequate and clear information is collected and systematically recorded.
– Share helpline data with the Information Management Focal Point on a monthly basis.
– Prepare Helpline reports including Helpline monthly reports, Safety and security reports, quality assurance reports and CAIPP weekly updates.
– Assist in managing the UNHCR Protection mailbox and ensure the Helpline team responds promptly to inquiries from refugees.
– Distribute complaint and feedback letters to team members and ensure prompt responses to refugee inquiries.
– Ensure that the perspectives, capacities, needs and resources of the PoC are reflected in the protection strategy, planning processes and operations plan addressing the specific protection needs of women and men, children, youth and older persons, persons with disabilities, and marginalized groups.
– Support the inclusion of participatory, community-based protection and AGD approaches in strategies and plans of the helpline team.
– Perform other related duties as required.
3. Monitoring and Progress Controls
– Number of calls received and managed by Helpline
– Number of referrals made by Helpline
– Number of visible praises to team on productivity matters
– Refugee Helpline monthly reports
Requirements:
Qualifications and Experience
a. Education
A bachelor’s degree in law, Development or Humanitarian Studies, Social Sciences, or a related field is required. A master’s degree in a relevant discipline is highly preferred. Completion of UNHCR training in protection and community-based protection is an added advantage.
b. Work Experience
A minimum of one year of relevant work experience in a hotline or contact center is required. Candidates with over three years of experience in humanitarian work, team management, and community-based protection are highly preferred. Prior experience with the United Nations is strongly recommended.
c. Key Competencies
Required:
– Team management
– Fluency in Rohingya or Chittagonian, Bengali and English.
– Familiarity with UNHCR’s work.
– Great computer skills, including the use of email, web browser and data entry techniques.
– Great reporting/drafting skills.
– Ability to work under pressure.
– Ability to work in a multicultural environment and respect diversity.
Desirable Skills –
– Familiarity with the UNHCR Helpline system is preferred.
– Familiarity with the UNHCR Referral pathway is preferred.
– Knowledge of the CAIPP referral system is an asset.
Standard Job Description
Required Languages
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,
Desired Languages
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Additional Qualifications
Skills
Education
Certifications
Work Experience
Other information
This position doesn’t require a functional clearance
Home-Based
No
How to apply
Simply click on the apply button, fill out of the form, upload your documents