Receptionist (Help Line) – G3 – Mtl093/094/095 (3 Positions) - Mount Lebanon

The Receptionist is a member of the Helpline team in the Registration unit. S/he will be primarily responsible for responding to telephone-based queries on the UNHCR Helpline, including making appointments, providing general information to Persons of Concern (PoCs) on assistance and services available, answering questions from PoCs on the status of their cases, and referring cases of protection emergencies to the relevant staff member. She/he may also assist occasionally in face to face counseling with refugees at the UNHCR Reception Center. She/he will report directly to the Help Line supervisor, under the overall guidance of the Associate Registration Officer and Protection Officer. Accountability(key results that will be achieved) Persons of concern are able to make appointments with the UNHCR Reception Center in a timely and efficient manner; Persons of concern are given accurate information on services and assistance available in Beirut/Mount Lebanon; Persons of concern have access to UNHCR staff to express issues, concerns, etc. Responsibility (process and functions undertaken to achieve results) Respond to the Help Line calls in a kind, helpful, and professional manner; Remain abreast of all information and updates on assistance/services to refugees. Provide accurate information to refugees when they call requesting information; Utilize UNHCR tools to enable refugees to make appointments at the reception center, update bio-data, etc.; Refer cases to protection colleagues for assistance, as needed; Answer and respond immediately to emergency calls received on the Help Line, including collecting relevant information and forwarding to the appropriate colleague for assistance; Provide basic counseling to refugees; Make outbound calls to refugees as needed to schedule appointments, collect information, participate in emerging exercises, etc.; Provide face to face counseling and information dissemination periodically at the UNHCR reception center; Any other tasks, as required.