Hotline Operator

Information

Common information

Position Title: Hotline Operator 

Duty Station: Bishkek, Kyrgyzstan

Type of Appointment: Consultancy

Duration: November 2024 - March 2025 (5 months)

Closing Date: 13 October 2024

Nature of the consultancy: Hotline operation services for the Centre of Employment Abroad (CEA) under the Ministry of Labour, Social Protection and Migration of the Kyrgyz Republic.

Project Context and Scope: Supporting Safe and Orderly Migration from Kazakhstan, Kyrgyzstan, Tajikistan and Uzbekistan to the UK. Project Code: LM.0545.

Organizational Department / Unit to which the Consultant is contributing:  Centre of Employment Abroad (CEA) under the Ministry of Labour, Social Protection and Migration of the Kyrgyz Republic and IOM Kyrgyzstan.

Qualification requirements

Education, Experience and/or skills required:

• Bachelor’s or higher degree in Communication, Pedagogy or related field from a recognized institution; 
• At least 5 years of working experience in provision of hotline counselling/information sessions on safe migration;  
• Extensive knowledge of labour migration context in Kyrgyzstan;
• Fluent in Russian and Kyrgyz, knowledge of English is an advantage.

Required Competencies: 

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 

• 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. 

IOM’s competency framework can be found at this link: 

https://www.iom.int/sites/default/files/aboutiom/iom_revised_competency_framework_external.pdf 

Competencies will be assessed during a competency-based interview. 

Duties

Tasks to be performed:

• Provide counselling to prospective migrants and migrants who are in the UK through the hotline line and online channel calls, and whatsapp.
• Provide monthly reports, granting 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 CEA and IOM.
• Update of the scenario for hotline based on the existing PDO materials.
• Using the referral mechanism to the CEA Administration with the following referral to the MIA.

Performance indicators for the evaluation of results

1. SOP for the hotline is developed and used.
2. Monthly reports on the progress of the hotline counselling (hotline, whatsapp) in Russian.
3. The  pre- and post- tests for the capacity-building of  trainings for the hotline operators, as an evidence of the improvement of the work.
4. A scenario for hotline based on the existing PDO materials is updated and used.
5. The reporting templates, with sections on statistics, disaggregation by the topic, observations and challenges, are used.
6. The referral mechanism to the MIA on fraud cases is used.

Conditions

HOW TO APPLY

Interested candidates are kindly invited to send their application package that includes a detailed CV, cover letter and recommendation letter/s via email to hrkg@iom.int by 23:00 of 13 October 2024, referring to this advertisement in the subject line.

It is also recommended that applicants complement their submission with a portfolio of previous work demonstrating proven professional experience in the given area.

Please note that only shortlisted candidates will be contacted.

For more information, please visit https://kyrgyzstan.iom.int/careers.