Senior Protection Assistant – G5 – ZAH021 – UNOPS Contract - Zahle, Lebanon

General Background

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 Senior Protection Assistant will report to a more senior Protection colleague. The incumbent will be responsible for supporting the management and oversight of the UNHCR Sub Office Zahle Helpline to ensure Persons of concern (POCs) receive timely and effective Helpline services and follow up in accordance with UNHCR protection standards, operational procedures and practices.  

Purpose and Scope of Assignment

• Support in oversight and management of the UNHCR SO Zahle Helpline to ensure Persons of concern (POCs) receive timely and effective UNHCR helpline services.
• Ensure POCs contacting UNHCR Helpline receive quality counselling and information on services and assistance in accordance with standard counselling lines. 
• Ensure timely identification and onward referral of cases requiring further follow up and assistance to relevant units and counterparts, taking due account of urgency and prioritization, and support with referral management and processing. 
• Provide daily support and coaching to Helpline operators. 
• Liaise with other units within the office, as needed, to ensure Helpline staff are kept aware and up-to-date on all relevant information relating to services and assistance for PoCs. 
• Assist in updating, maintaining and expanding Helpline resources and databases.
• Compile and report on trends emerging from the Helpline – including concerns, frustrations and information coming from refugees, and analyse data to ensure data quality and integrity. 
• Assist with monitoring and quality control of UNHCR SO Zahle Helpline.
• Perform other tasks as required.

Monitoring and Progress Controls

Functional Skills 

• IT-Computer Literacy
• CL-Protection & Solutions Awareness
• PR-Protection-related guidelines, standards and indicators
• PR-Refugee Protection Principles and Framework

Language Requirements 

• For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.