UN Senior Protection Assistant (Community Connectivity) Careers – United Nations High Commissioner for Refugees (UNHCR)

Organisation: United
Nations High Commissioner for Refugees (UNHCR)
Position No.: TEMP/042/18/10
Vacancy Notice: 042/2018
Duty Station: Kampala,
About UNHCR:
The Office of the
United Nations High Commissioner for Refugees was established on December 14,
1950 by the United Nations General Assembly. UNHCR’s mandate under the Statute
of the Office of the United Nations High Commissioner for Refugees is to lead
and co-ordinate action for international protection to refugees; seek permanent
solutions for the problems of refugees and safeguard refugee rights and
well-being. UNHCR has an additional mandate concerning issues of statelessness,
as it is given a designated role under Article 11 of the 1961 Convention on the
Reduction of Statelessness.
Job Summary:   The Senior Protection Assistant (Community
Connectivity) will work in the Sub-Unit placed within the Protection Section of
UNHCR Kampala that will oversee the work of the call centre operating the toll-free
Key Duties and Responsibilities: 
  • Handle queries referred from the call centre agents to the UNHCR
    Protection Section, and liaise with other Units and focal points as
    necessary in order to resolve them
  • Provide timely responses to asylum-seekers and refugees on queries
    received, and follow up with other units and focal points to ensure that
    queries referred to them are responded to
  • Access and use proGres to check records / status of caller and
    update proGres accordingly
  • Assist with training of call centre agents, and provide them with
    ongoing guidance and technical advice
  • Liaise closely with his/her supervisor and provide regular updates
    on issues raised by PoCs, responses and interventions made, and seek
    advice as appropriate
  • Draft reports, routine correspondence, updating relevant databases
    and compiling statistics for the protection unit / section
  • Provide support in the development, review and updating of tools
    used by the call centre agents to facilitate the work of the call centre
  • Support analysis of trends on queries, complaints, and issues raised
    by persons of concern, how they are handled, interventions taken and
    preparation of related reports
  • Undertake or support consultations with persons of concern to seek
    their feedback on the helpline and other channels for feedback and
  • Perform any other related duties as requested by supervisor
Key Performance Indicators:
  • Weekly and monthly reports on trends
  • Records of individual calls received and how they were managed to
    evidence effective running of call centre
  • Reports on consultations with the community to obtain feedback on
    performance of call centre and scope for improvement

Qualifications, Skills and Experience:
  • The ideal candidate for the United Nations UNHCR Senior Protection
    Assistant (Community Connectivity) job placement should have competed
    secondary school. Additional certificate/training in law, human rights,
    political science, social humanities, or related field is required
  • Additional training in protection and ICT would be an asset
  • A minimum of six years related work experience is required
  • Prior work experience in a refugee context, particularly in
    protection, would be an asset.
  • Excellent written and oral communication skills in English
  • Excellent interpersonal and communication skills, and the ability to
    successfully and effectively communicate with people in a multi-cultural
  • Willingness to contribute and work as part of a team
  • Respect for diversity and adaptability to other cultures and
  • Good ICT skills
How to Apply:
All interested
Ugandan nationals who wish to join the United Nations High Commissioner for
Refugees (UNHCR) in the aforementioned capacity are encouraged to click on the
link below and follow the application instructions after reviewing the job
Deadline: 16th July 2018
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latest jobs, please visit http://www.theugandanjobline.com or
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