Regional Expert to Strengthen Safe Migration Hotline Services

Job Description

Position Title: Regional Expert to Strengthen Safe Migration Hotline Services
Duty Station: Kazakhstan, Kyrgyzstan, Tajikistan, Uzbekistan (hybrid mode based on the needs) 
Type of Appointment: Consultancy, Category B, deliverables based
Duration of Consultancy: September 2026 – January 2027 (5 months)
Closing Date: 03 September 2026, 11:59 PM Bishkek time

Introduction

Established in 1951, IOM is a Related Organization of the United Nations and the leading UN agency in the field of migration. Working closely with governmental, intergovernmental and non-governmental partners, IOM promotes humane and orderly migration for the benefit of all. It saves lives and protects people on the move, drives solutions to displacement, and facilitates pathways for regular migration, while providing services and advice to governments and migrants. 

IOM is committed to fostering a respectful, inclusive and supportive workplace where all employees can thrive professionally and feel valued. By creating such an environment, IOM aims to better harness the full potential of migration and strengthen its support to people on the move.

IOM invites candidates from diverse backgrounds to apply and provides reasonable accommodation throughout the recruitment process when required. Learn more about IOM’s workplace culture at IOM workplace culture | International Organization for Migration.
 

Project Context and Scope

Responsibilities

Tangible and measurable outputs of the work assignment 
The Regional Expert will provide technical expertise to strengthen hotline services supporting labour migrants across Central Asia and conduct refresher trainings on prevention of sexual exploitation and abuse (PSEA) and gender-based violence (GBV) . The Consultant will review existing hotline practices, develop standardized and gender-responsive scripts and communication tools, and build the capacity of hotline operators to provide accurate, consistent, gender-sensitive and protection-sensitive information and referrals to prospective and returning migrants. The Regional Expert will strengthen the hotline operators’ capacity across the region to identify and communicate risks related to exploitation, fraudulent recruitment practices, and unsafe migration pathways, while promoting survivor-centered guidance and referral options. The Consultant will conduct refresher trainings on PSEA and GBV, using the training manual developed by IOM Kyrgyzstan in the previous phase of the project as the primary reference and adapting the training content, as necessary, based on lessons learned and participants’ needs. 

Key responsibilities for the Consultant include:

Assessment and Review 

• Review existing hotline practices and any relevant materials.
• Identify gaps and opportunities to improve the quality, consistency, and accessibility of hotline services.
   

Development of Hotline Scripts

• Develop standardized and gender-responsive scripts covering key migration topics throughout the migration cycle that reflect up-to-date information on SWS conditions, anti-fraud messaging, and Prevention of Sexual Exploitation and Abuse (PSEA) and Gender-Based Violence (GBV) considerations.
• The scripts will include the guide to avoid recruitment scams / Checklist for migrant job seekers (developed in collaboration with the SWS Task Force). 
• Integrate gender-sensitive, protection-oriented, and survivor-centered communication approaches in all scripts across the region. 
• Outline protocols and develop practical guidelines for identifying and responding to callers in vulnerable situations, including potential victims of fraud, exploitation or gender-based violence, ensuring appropriate referrals where needed.
• Map out precise referral pathways, detailing exactly which government agencies, law enforcement bodies, or NGOs (including existing IOM resources) the hotline operators should redirect specific queries to.
• Prepare practical guidance and decision trees for hotline operators to ensure accurate and consistent responses specific to the UK Seasonal Worker Scheme.

Conducting Training on GBV and PSEA for various stakeholders

• Review the existing PSEA and GBV Handbook, available relevant feedback and lessons learned from previous trainings, where available, and identify areas that should be reinforced during the refresher trainings. 
• Develop/adapt the refresher training programme and materials based on the existing PSEA and GBV Handbook with a focus to address identified knowledge gaps and practical challenges. 
• Prepare a detailed training agenda and learning objectives.
• Deliver refresher trainings on PSEA and GBV - two in Kyrgyzstan and two in Kazakhstan - using participatory and practical training methodologies, including case studies, scenario-based discussions, exercises. 
• Ensure that training reinforce a survivor-centered, gender-sensitive and do-no-harm approach, including appropriate identification, communication, and referral principles.
• Develop pre- and post-training test questions to measure knowledge and skills improvement.
   

Quality Assurance

• Develop recommendations for quality assurance and regular review of hotline scripts. 
• Recommend indicators and mechanisms to monitor effectiveness and consistency of hotline responses. 
• Conduct analyses of draft video and printing materials for gender sensitivity and responsiveness, if needed (Kyrgyzstan, Kazakhstan, Tajikistan, Uzbekistan).
• Submit an analytical report on knowledge and skills improvement among training participants based on the results of per and post-training tests. 
• Prepare a final report summarizing key activities, recommendations, and next steps. 
• Provide technical review of relevant project documents and communications materials, as requested by IOM, to ensure gender sensitivity and the appropriate integration of gender considerations, and provide recommendations for improvement where necessary. 
   

Deliverables
The Consultant will provide:

1. Work Plan.
2. Assessment report on existing hotline services and recommendations. 
3. Standardized package of hotline scripts and operator guidance. 
4. Gender-responsive and survivor-centered communication protocols integrated into hotline scripts.
5. Regional training package (training module, agenda, presentations, facilitator guide, practical exercises). 
6.   Four regional training sessions for hotline operators in Kazakhstan and Kyrgyzstan. 
7. Report on pilot testing and refinement of hotline scripts. 
8. Final consultancy report with lessons learned, recommendations, test results, participant feedback, and next steps. 

Performance indicators for the evaluation of results

• Ontime delivery of the assigned tasks
• Quality of the materials: tailored for specific needs of the hotline operators in each country
• Positive feedback from hotline operators upon the completion of the trainings.
   

Qualifications

Required Qualifications and Experience

• Bachelor's or Master’s degree in Sociology, Development Studies, Migration Studies, Gender Studies, Economics, or another relevant field.
• At least five years of professional experience in migration management, victim assistance, or related areas. 
• Demonstrated experience in developing Standard Operating Procedures, communication protocols, handbooks, guidance materials, or scripts. 
• Demonstrated understanding of ethical principles related to confidential communication, informed consent, safeguarding, data protection, and communicating with vulnerable populations. 
• Ability to develop practical, user-friendly operational guidance and training materials. 
• Proven experience integrating gender-responsive, protection-centered and survivor-centered approaches into service delivery mechanisms. 
• Experience developing and delivering capacity building sessions across the Central Asian region.
• Knowledge of migration issues, particularly related to the UK Seasonal Worker Scheme, is an asset.
• Previous work experience across Central Asia would be a strong advantage. 
• Strong facilitation skills, including interactive training methods.
• Excellent communication and interpersonal skills.
• Fluency in Russian and English (spoken and written). Knowledge of one or more Central Asian languages would be advantage. Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.
• Experience in conflict resolution and handling difficult clients preferred.

Travel required
Travel across region is expected. The Consultant will be required to travel across Kazakhstan and Kyrgyzstan. IOM will cover the related travel costs and include the costs into the contract.

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values - all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Notes

IOM covers Consultants against occupational accidents and illnesses under the Compensation Plan (CP), free of charge, for the duration of the consultancy. IOM does not provide evacuation or medical insurance for reasons related to non-occupational accidents and illnesses. Consultants are responsible for their own medical insurance for non-occupational accident or illness and will be required to provide written proof of such coverage before commencing work. 

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.

IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.

IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.

IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.

No late applications will be accepted. Only shortlisted candidates will be contacted.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies

Required Skills

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