Vacancy No.IOM-CfA/0087/24

Position Title AAP Hotline Operator (re-advertised)

Duty Station Addis Ababa

Classification Affiliate (non-staff)

Type of Appointment For two months, with possibility of extension

Estimated Start DateAs soon as possible

Posting Period 06.01.2025 – 19.01.2025

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.

IOM is committed to a diverse and inclusive environment. External candidates are eligible to apply to this vacancy. 

Context: 

Under the general supervision of the AAP, the Call base Hotline number operators are responsible for supporting the operation of hotline by receiving and recording complaints and feedbacks, and communicate to her/his supervisor for the timely response of complaints and feedbacks. In detail, he/she will be responsible for the following duties and responsibilities:

Core Functions / Responsibilities:  

• 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.

• Keeping information about callers (IDPs, Host community & Returnees) with confidentiality

• Assist in updating, maintaining, and expanding hotline network, resources and databases.

• Participate in regular meetings such as staff meetings, debriefings.

• Responsible for handling incoming phone calls by Callers (IDPs, Host community and Returnees) through dedicated hotline.

• Record calls and caller’s information by completing provided forms.

• Register complaints from callers and follow up with concerned sector.

• Provide the information for IDPs, Host communities and Returnees to get to the services. 

• Perform other duties as assigned by supervisor or related to AAP and when needed.

Job Requirements

Education

• Diploma/University degree in Social Science and Humanities study, or other relevant fields is required.

 Work Experience

• A minimum of 2 years of experience 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 with similar roles for tasks of a similar nature to this assignment.

• Strong communication skills with the ability to effectively and persuasively present information in a variety of settings and formats.

• Familiar with human rights and protection principles.

• Knowledge of Microsoft Office, with proven experience in Word and Excel

• Experience working in NGO.

Languages:   

• Fluency in English and Tigrigna languages is required.

• Working knowledge of Amharic and other local language is highly preferred (being multilingual is an advantage) 

Competencies

The incumbent is expected to demonstrate the following competencies:

Values

• Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.

• Integrity and transparency maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.

• Professionalism: demonstrates the ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.

Core Competencies – behavioural indicators level 2

• 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

Other

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. 

How to Apply

Interested applicants should apply via using THIS LINK, attaching Motivation/Application letter, CV (written in English) with three professional referees and their contacts (both email and telephone), and copies of Academic Certificates from Accredited institutions. 

Only shortlisted candidates will be contacted.

We strongly encourage qualified female applicants to apply!