JOB DESCRIPTION

Job Summary

Working under the overall supervision of the Programme Manager (Protection/MHPSS) and in close coordination with other unit’s staff, the incumbent will support the Protection/MHPSS remote hotlines.

Key Responsibilities

1. Support community awareness activities on the purpose and use of remote hotlines.
2. Receive calls through the hotline and provide information on available protection and psychosocial services in languages like Hausa, English, and Fulfulde.
3. Record complaints and feedback from affected populations, provide accurate information and contribute to awareness sessions on frequently raised topics.
4. Refer affected populations to appropriate service providers where needed, based on their concerns and requests.
6. During Awareness-raising activities, promote the use of the hotline by all segments of the community, including the vulnerable groups.
7. Maintain confidentiality when handling information shared through calls, feedback, or referral processes.
8. Listen attentively and respectfully to individuals’ feedback, requests for information, or complaints.
9. Maintain records of calls received, referrals made, and information provided, disaggregated by age, gender, needs, and type of feedback.
11. Obtain consent from beneficiaries before making referrals.
12. Provide inputs for analysis and reporting on feedback received, actions taken, and information provided through the hotline.
13. Perform other duties as assigned.

Required Qualifications

Education

1. High school diploma with four years of related experience; or,
2. Bachelor’s degree in Social Sciences, Humanities, and Humanitarian Studies, or a related field from an accredited academic institution with two years of related experience.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience

• Experience in community engagement, call centers/hotline operations, protection-related work, or other related areas.
• Previous experience in humanitarian or community-based work is an advantage.
• Experience in working with vulnerable populations is desirable.

Skills

• Strong interpersonal and communication skills, with the ability to establish effective working relations with colleagues and communities.
• Ability to prioritize, multi-task, and complete assignments proactively.
• Good writing and reporting skills.
• Respectful, empathetic, and able to maintain confidentiality and integrity when supporting affected populations.

Languages

• Working knowledge of one or more local languages spoken in Plateau, Taraba, and Kaduna states.

IOM’s official languages are English, French and Spanish.

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values – all IOM staff members must abide by and demonstrate these three values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators (Level 1)

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Managerial Competencies – behavioural indicators (Level 1) (applicable only if position is with direct reports)

• Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
• Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
• Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
• Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
• Humility: Leads with humility and shows openness to acknowledging own shortcomings.

Notes

1. Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
2. This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.
3. This post is subject to local recruitment. Only those holding a valid residence and work permit for the country where this position is based will be eligible for consideration.
4. Appointment will be subject to certification that the candidate is medically fit for appointment, verification of residency, visa, and authorizations by the concerned Government, where applicable.
6. IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.
7. IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
8. IOM only accepts duly completed applications submitted through the IOM online recruitment system. The online tool also allows candidates to track the status of their application.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies