AAP Hotline Operator - (Affiliated Contractor) (Required number-1)

Established in 1951, IOM is the leading inter-governmental organization in the field of migration and works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

 Under the overall supervision of the National Programme Officer (MEAL) and the direct supervision of the Programme Associate (Monitoring, Accountability and Learning – AAP), the AAP Hotline Operator will support the operation of the hotline by receiving, recording, and documenting complaints and feedback using the designated complaints and feedback recording template and by communicating cases to his/her supervisor to ensure timely responses. In detail, he/she will be responsible for the following duties and responsibilities.

 

Under the overall supervision of the National Programme Officer (MEAL) and the direct supervision of the Programme Associate (Monitoring, Accountability and Learning – AAP), the AAP Hotline Operator will support the operation of the hotline by receiving, recording, and documenting complaints and feedback using the designated complaints and feedback recording template and by communicating cases to his/her supervisor to ensure timely responses.

 

This is a AAP Hotline Operator - position under an Affiliated Contract (non-staff) equivalent to UG(G3).

 

Required number: one(1)

1. Uphold UN/IOM code of conduct during hotline operation and ensure that all persons of concern are treated with dignity and respect, in accordance with humanitarian principles and human rights standards.

2. Maintain strict confidentiality of all caller information, including IDPs, host communities, and returnees, while applying humanitarian and protection principles in all interactions and case management processes.
3. Receive and document AAP hotline calls using the designated complaints and feedback record template or online database.
4. Provide accurate, timely and reliable information to callers regarding rights, entitlements, and available humanitarian services.
5. Ensure proper case management by completing online CFM databases and maintaining data quality in Microsoft Word, Excel, or other tools.
6. Assist in the implementation of AAP activities by sharing information with target communities, engaging with sub-office and field office AAP focal points, and supporting the dissemination of IEC materials
7. Support the updating, maintenance, and expansion of hotline networks, resources, and databases.
8. Perform other duties related to AAP, CFM, or as assigned by supervisors to support program objectives.

EDUCATION

A college diploma/University degree in Social Science and Humanities study, or other relevant field, is required.

EXPERIENCE

• A minimum of 1 year for Degree holders or 3 years of experience for College Diploma holders on Accountability to Affected Population (AAP), community development, especially within humanitarian emergency or post-emergency contexts, with a good understanding of grass root community/ affected population.

• Experience in humanitarian hotline call management and case management, including receiving, documenting, and referring complaints and feedback through an established referral workflow.

• Strong communication skills enabling effective information sharing across diverse settings and formats, including the provision of accurate information on rights, entitlements, and available humanitarian services.

• Knowledge of completing Complaints and Feedback Mechanism (CFM) databases and managing CFM case details using online platforms, with strong proficiency in Microsoft Office, particularly Word and Excel.
• Good knowledge of core humanitarian principles and protection principles in humanitarian contexts
• Experience working in an NGO is preferred.
• Good knowledge of core humanitarian principles and protection principles in humanitarian contexts

 

SKILLS: 

• Good listening and communication skill 
• Complaints and Feedback Mechanisms (CFM) management
• Working knowledge of multiple local languages is an advantage.

 

SECTION 5

Languages 

REQUIRED

• A multilingual speaker is highly preferable 

• Fluency in Amharic is required, in addition to at least one other local language (Tigrigna, Afan Oromo, Somalinga, etc).

• Female applicants are highly encouraged. 

• English is preferable.

 

SECTION 6

Competencies[1]

The incumbent is expected to demonstrate the following values and competencies:

VALUES - All IOM staff members must abide by and demonstrate these five 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 – Choose a level.

 

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.

Notes

IOM covers the Affiliated Contractor against occupational accidents and illnesses under the Compensation Plan (CP), free of charge, for the duration of the contract. IOM does not provide evacuation or medical insurance for reasons related to non-occupational accidents and illnesses. The Affiliated Contractors are responsible for their own medical insurance for non-occupational accident or illness and will be required to provide written proof of such coverage before commencing work

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.

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.

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.

IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.

No late applications will be accepted. Only shortlisted candidates will be contacted.

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

[1] Competencies and respective levels should be drawn from the Competency Framework of the Organization.