Receptionist (Helpline) - MTL057 - UNOPS Contract - Mount Lebanon

1. FUNCTIONAL STATEMENT. Focusing on the deliverables and the achievements expected from the job, describe the functions to be performed by the incumbent of the position. Describe also the engagement and the degree of relationships with clients/partners, and the impact of actions.

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.

ESSENTIAL MINIMUM QUALIFICATIONS AND PROFESSIONAL EXPERIENCE REQUIRED.

Define the educational background, the relevant job experience and the language(s) that are essential to perform the work of the position.

• Secondary Education.
• Fluency in Arabic and good English language skills.
• Basic computer literacy.

DESIRABLE QUALIFICATIONS & COMPETENCIES.  Describe any experience or knowledge that would be an asset, such as: UNHCR Learning Programmes, other training, additional languages, Field/HQs experience, etc.

• Interest in humanitarian work and refugee issues
• Strong interpersonal skill
• Cultural and gender awareness
• Ability to work effectively under stress and in difficult situations