Hotline Operator

CALL FOR APPLICATIONS

Open to External Candidates

Reference No	:	IOMTJK/2024/08(C)
Position Title	:	Hotline Operator
Duty Station	:	Dushanbe, Tajikistan
Classification	:	Consultancy contract
Closing Date	:	May 12, 2024

Nature of the consultancy: The International Organization for Migration in Tajikistan is looking to engage a Hotline Operator for Safe Migration Hotline to counsel migrants travelling to UK under Seasonal Workers Scheme and to support in the provision of pre-departure training sessions.

Project to which the Consultancy is contributing: Safe Migration to UK under Seasonal Workers Scheme

Project Context and Scope:The International Organization for Migration is assisting the Government of Tajikistan in supporting safe and orderly migration from Tajikistan to the UK through services of preparation, capacity-building, and reintegration. The main route to the UK is the Seasonal Worker Visa Route which allows workers to come to the UK to work in horticulture for up to 6 months. It is crucial that the migrants' migration experiences are safe and orderly, from the recruitment process, to employment, to return, in order to mitigate the risks of the process and to maximize the value of the experience for the livelihoods and benefits of migrants and their families, as well as for employers. The recruitment process for 2024 has already begun, and migrants have been departing for the UK since early March 2024.

IOM will continue our well-established, toll-free hotline which provides counselling support for migrants from Tajikistan working or planning to work in the United Kingdom. The hired Consultant will be responsible for operating the hotline from Monday–Friday, 09.00-17.00 under the guidance of the Lead Hotline Operator. The hotline operator will also support a Telegram/WhatsApp group for aspirant, current and return migrants to ask questions or seek support. The consultant will be based partially in the Pre-departure orientation centre, and partially in Zerkalo’s Safe migration Hotline room and will only be in the IOM offices for meetings. 

S/he will report to the Programme Support Officer in IOM Tajikistan. 

Objective: Under the overall supervision of the IOM project lead, and in close coordination with the Lead Hotline Operator and staff at the PDO centre, the consultant will be responsible for providing accurate, detailed and migrant-centric information regarding the Seasonal Worker Visa Route and safe migration, in order to support potential migrants travelling to the UK both through operating the Safe Migration hotline and through Pre-Departure Orientation sessions.

Tasks to be performed under this contract:

1. Provide counselling to prospective migrants and migrants who are in the UK through the safe migration hotline during working hours and the Telegram/WhatsApp channel; 
2. Manage and input the required data collected from calls and in-person consultations on the UK SWS.
3. Support the lead hotline operator to provide pre-departure orientation sessions for prospective migrants when required.
4. Support the lead hotline operator manage IOM’s social media presence and engagement activities including maintaining, updating, and responding to inquiries from interested migrants and potential migrants on our official social media platforms (Instagram, Facebook, Telegram).
   1. Support the lead hotline operator to participate in requests from media to speak on safe migration to the UK. including participation on platforms such as TV, radio, etc. if required.
   2. Support the lead hotline operator manage the official social media presence of IOM Tajikistan on platforms such as Instagram, Facebook, and Telegram, including responding to inquiries about support for migrants traveling to the UK under the Seasonal Workers Scheme.
5. Provide monthly reports in line with the confidentiality and ethical standards on the number of cases, number of sessions, statistics of identified problems and follow-up, according to the procedures of the PDO and IOM 
6. Support the lead hotline operator provide ad-hoc training to public organisations and government stakeholders where required. 
7. Participate in IOM provided trainings on hotline-related trainings and database development.

Experience, education and/or skills required

a. Experience 

• At least 2 years of working experience in provision of hotline counselling/information sessions on safe migration
• Experience working with migrant population
• Extensive knowledge of labour migration context in Tajikistan

b. Education

• Bachelor’s or higher degree in Law or a related field from a recognized institution 

c. Skills 

- Excellent interpersonal and networking skills

- Ability to interact with Senior Officials (governmental and non-governmental, including in multi-lateral and bi-lateral settings)

- Experience in gathering and systematizing information and data

- Understanding of terminology, dynamics, and trends related to migration and or combatting trafficking in persons preferred

- Excellent organizational skills

- Ability to work with limited supervision

- Familiarity with the local context of rural Tajikistan

- Strong computer literacy in using the Microsoft Office package

- Excellent communication skills

- Works effectively with donors, local authorities, beneficiaries and the broader community to advance country office or regional objectives

- Strong computer skills and analytical skills with ability to write and review technical reports required

- Proven work record in a multi-cultural and multi-disciplinary environment is necessary

- Fluency in spoken and written Tajik and English is required. Knowledge of Russian is preferred

d. Competencies

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

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 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 ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.

Core Competencies – behavioural indicators

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 action and delegated work.

Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring, and motivational way.

How to apply:

Interested candidates are invited to submit their application – Cover Letter, Curriculum Vitae (CV) and remuneration expectations in English by May 12, 2024, 23:59h local time at the latest to applications.tj@iom.int indicating the position title in email subject line and quoting the reference code – IOMTJK/2024/08(C).

Applications from qualified female candidates are highly encouraged.

Incomplete applications will not be taken into consideration. Only shortlisted candidates will be contacted. The appointment is subject to funding confirmation.

Appointment will be subject to certification that the candidate is medically fit for appointment.

No late applications will be accepted.

Posting period:

From 29.04.2024 to 12.05.2024