Registration Assistant (Helpline) – G4 – TYR030 – UNOPS Contract - Tyre, Lebanon

Organizational context

Eight years into the Syria crisis, Lebanon remains the country hosting the largest number of refugees per capita, with nearly 950,000  Syrian refugees registered with UNHCR, about 20,000 refugees of other origins - mostly Iraqi - and Palestine refugees under UNRWA’s mandate.  There are no formal camps for Syrian refugees in Lebanon, and refugees are living in hundreds of communities and locations across the country. 

The refugee response is led by the Government and UNHCR and UNDP, supported by the international community. As the designated lead agency in the refugee response, UNHCR has established a sector-based structure in Beirut and in the field. The structure brings together over 150 UN agencies, national and international NGO partners [over 150 actors, including UN agencies, national and international NGOs and Ministries] in identifying and agreeing on the strategic priorities to address the needs of Syrian refugees and vulnerable Lebanese communities. The Lebanon Chapter of the Response Plan falls under the Regional Refugee and Resilience Plan (3RP), whereby UNHCR guides the refugee response and UNDP facilitates the resilience and stabilization component.

The UNHCR operational response in Lebanon is one of the largest for the organization. Media attention and the frequency of influential high-profile visitors is high. The Office has grown substantially in the past years and is currently operating with around 650 staff. Aside from the country office in the capital city of Beirut, UNHCR has field offices in Mount Lebanon, Qobayat, Tripoli, Tyre and Zahle.

The helpline services is designed to address the needs PoCs within South and Nabatyieh Governorates, by providing general information on UNHCR/partners services, collect information on sensitive cases and refer to the relevant units. This helpline service aims to provide support to PoC for UNHCR in the region. The Helpline Assistant is primarily responsible for answering calls from the helpline and carrying out follow-up in response to helpline calls, updating and maintaining the information databases, and performing administrative tasks related to the operation of the helpline

Monitoring and Progress Controls

Handle calls appropriately and efficiently in line with the guidelines and Helpline Standard Operating Procedures;

Respond to persons of concern helpfully and professionally to queries regarding UNHCR's registration procedures and their rights and entitlements.

Remain abreast with all information and updates on assistance and services to refugees, and provide complete and accurate information to persons of concern;

Utilize different UNHCR tools to issue appointments;

Identify and refer high-risk cases to the supervisor and relevant unit(s) within the office for appropriate follow and case management as required;

Make outbound calls to refugees as needed to schedule appointments, collect information, or participate in different exercises;

Provide face to face counseling and information dissemination periodically at the UNHCR Reception center whenever required;

Managing expectations of asylum-seekers and refugees;

Refer cases to relevant units within the office and to implementing partners as necessary;

Keeping information about callers with confidentiality

Assist in updating, maintaining and expanding helpline network, resources and EfA databases;

Compile periodic statistical reports and circulate them to all concerned parties; 

Analyze data to ensure data quality and integrity, and report trends and issues as required

Perform other tasks, as required