Job Title Helpline Assistant
Type Internal/External
Type Of Contract UNOPS (until 31 December 2019)

Vacancy Notice JO/VA/2019/082
Position Number UNOPS - AMM- 097
Number Of Vacancies 1
Location Amman,Jordan
Position Grade LICA 4
Closing Date 2019-07-21
Organizational Context
Functional Statement

- The incumbent is expected to perform the following:
- Answer incoming calls and provide response/information/feedback to queries based on standard replies and refugee database.
- Make outbound calls to refugees as requested.
- Escalate calls to the Helpline team lead (TL) when needed;
- Log calls into Ticketing System database.
- Demonstrating an understanding to the confidentiality of issues treated.
- Updates database and keeps track of trends within the community and report to TL.
- Drafts and type routine correspondence relating to individual cases when needed and.
- Performs other duties as requested.
Required Competencies
Essential Minimum Qualifications and Professional Experience
Completion of Secondary education or equivalent technical or commercial school with certificate/training in Business Administration, Office Management or other related field. 
Minimum 1 year (for secondary education holder) or 2 years (for certificate/training holder) of previous job experience relevant to the function.
Previous Job Experience: Call Center / UNHCR related experience.
Job experience relevant to the function.
Desirable qualifications & competencies
Excellent communication skills;
Analytical thinking
The incumbent must be patient; able to handle the call centre demanding environment; highly motivated with strong interest in the humanitarian work; dynamic; energetic with strong personality to manage work pressure.
Excellent IT skills including word processing and typing skills in English and Arabic and experience in using database
Operational Context
Jordan has one of the largest refugee helplines in the world. Since its inception in 2008, staff at the helpline have responded to more than 5.5 million calls, giving support and advice on a range of issues to refugees in the Kingdom. The UNHCR Jordan telephone helpline is one approach UNHCR uses for two-way communication, providing information and feedback for refugees living in Jordan. 

Currently, UNHCR Jordan has 13 agents who respond to queries on various topics and responds to around 8,000 calls per day. Topics include: Registration, Resettlement, Protection, Livelihoods, and assistance (including cash assistance), health, community services and education. The Helpline is one approach that UNHCR uses for two-way communication, providing information and feedback for refugees living in Jordan.
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The UNHCR workforce consists of many diverse nationalities, cultures, languages and opinions. UNHCR seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, colour, sex, national origin, age, religion, disability, sexual orientation and gender identity.
According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term "sexual exploitation" means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term "sexual abuse" means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term "sexual harassment" means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator's working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment.