Receptionist (Helpline) – 3 Vacancies – G3 – ZAH202 & ZAH203 & ZAH204 – UNOPS Contracts - Zahle, Lebanon

General Background

Nine years into the Syria crisis, Lebanon remains the country hosting the largest number of refugees per capita, with nearly 880,000 Syrian refugees registered with UNHCR (as at September 2020), as well as refugees of other origins - mostly Iraqi - and Palestinian refugees under UNRWA's mandate. There are no formal camps 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. 

UNHCR Sub-Office Zahle is located in the Bekaa Valley in eastern Lebanon, which hosts over 340,000 registered refugees (as at September 2020). Living conditions for refugees in Bekaa are extremely challenging, with about 40% of refugees residing in informal settlements scattered across the Bekaa. The deepening socio-economic crisis in Lebanon further compounded by COVID-19 has increased protection risks and vulnerabilities among refugees.

In this context, enhancing communication with communities remains an operational priority, including strengthened helplines in order to ensure effective response to queries by persons of concern (POCs) and prompt referral and response to needs. The Bekaa helpline responds to a range of protection and assistance related queries from POCs.

The Receptionist staff is part of the Helpline team in the Community-Based Protection Unit. S/He is primarily responsible for responding to telephone-based queries on the UNHCR Helpline, providing general information to Persons of Concern (POCs) on assistance and services available, answering questions and counselling POCs as well as referring cases to the relevant UNHCR units. S/He will also support on the follow-up to referrals and provision of timely response and feedback to POCs. S/He will report directly to the Senior Community-Based Protection Assistant , under the overall guidance of the Associate Field Officer (Protection) and the Protection Officer. 

Purpose and Scope of Assignment

• Answer phone calls on helpline number.
• Identify the profiles, needs and expectations of the callers and counsel them as per the Q&A.
• Schedule appointments for the PoC as required.  
• Take detailed notes of any needs, complaints or issues reported by the PoC.
• Refer cases in need of follow-up to the Senior Protection Assistant
• Keep track of all entering call’s details in the complaints and feedback database.
• Support in follow up to referrals made from the helpline with a view to reducing the backlog of referrals and enhancing feedback and response time.
• Demonstrate an ethic and professional practice in order to respect beneficiary confidentiality. 
• Address needs and requests in a professional way.
• Perform other tasks as required.

Monitoring and Progress Controls

Accountability

• Persons of concern have a full and fair access to UNHCR staff and services through the helpline and their privacy is respected.
• Counselling, referral and follow up of asylum-seekers and refugees is conducted in accordance with UNHCR policies and standards.
• Vulnerable and urgent cases are timely identified and referred for appropriate follow up and support.

Authority

• Identify which individuals contacting the helpline to be prioritized based on vulnerability and other criteria specified by the supervior.