Helpline Assistant - UNOPS - MTL089 - G4 - Mount Lebanon, Lebanon

There are currently more than one million Syrian refugees registered with UNHCR in Lebanon, which makes Lebanon the highest refugee-hosting country per capita in the world. There are no approved camps in the country, and refugees are living in more than 1,700 locations across the country. The refugee response is led by the Government and local actors, 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 100 UN agencies, national and international NGO partners in identifying and agreeing on the strategic priorities to address the needs of Syrian refugees and other affected populations. The Lebanon national response 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 the largest for the organization. Media attention and the frequency of influential high-profile visitors is high. The Office are located in Beirut, Zahle, Tripoli, Tyre, and Qobayat.

The helpline Assistant is a member of the Helpline team in the Registration unit. S/he will be primarily in charge as a back –up in the absence of the G5 Senior Helpline Assistant and in overseeing the Help Line staff, ensuring the Helpline functions effectively, producing daily, weekly, and monthly reports on the implementation of the Help Line, ensuring the team is fully up to date on available services and assistance ,scheduling appointments, providing general information to Persons of Concern (PoCs) on assistance and services available, answering questions of PoCs on the status of their cases, and referring cases with protection emergencies to the relevant staff member/unit . She/he may also assist occasionally in face to face counseling with refugees at the UNHCR Reception Center. She/he will report directly to Senior Helpline Assistant and the Associate Registration Officer.

Accountability (key results that will be achieved)

• The UNHCR Helpline operates effectively and calls are responded to in a kind, professional, and helpful manner;
• 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)

• Support in Overseeing the UNHCR ML Helpline staff and operations;
• Ensure Helpline staff respond to the calls in a kind, helpful, and professional manner;
• Remain abreast of all information and updates on assistance and services to refugees. Liaise with relevant units – protection, registration, field, mass information, etc. to receive updates, organize briefings for Helpline staff, and ensure information being provided by the Helpline is accurate and up-to-date;
• Compile and report on trends emerging from the Helpline – including concerns, frustrations, and information coming from refugees;
• Support in Generating daily, weekly and monthly reports on the number of calls received, average waiting time, number of referrals made, etc.
• Observe and listen to Helpline staff for quality control purposes;
• Liaise closely with the Associate Registration Officer and Assistant Registration Officer to ensure the most effective operation of the Helpline;
• 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 Helpline, 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.

Authority (decisions made in executing responsibilities and to achieve results)

• Support in overseeing the Help Line team and operations when needed;
• Liaise closely with other units within the Mount Lebanon field office to ensure staff remains up-to-date on all information relating to services and assistance for Persons of Concern.
• Offer guidance to the Associate Registration Officer and Protection Officer on ways the Help Line can operate most effectively.