PLCFA23-031 - Hotline Operator

Position Title	:	Hotline Operator – MHD HAP
VN No	:	PLCFA23-031
Duty Station	:	Warsaw, Poland[1]
Classification	:	Ungraded, estimated salary (PLZ 60,000 Per Annum)
Type of Appointment	:	Nine months, with high possibility of extension
Estimated Start Date	:	As soon as possible
Closing Date	:	21st Sep 2023

 

Established in 1951, IOM is the leading inter-governmental organization in the field of migration and works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

 

 

IOM is committed to a diverse and inclusive environment. Internal and external candidates are eligible to apply to this vacancy.

 Context:

Under the overall supervision of Regional Health Assessment Coordinator (ECA) and the direct supervision of Regional Vaccination Coordinator and in close coordination with COVID-19 Vaccination Support Officer, the successful candidate will be responsible for carrying out the following duties and responsibilities, supporting regional IOM Migration Health activities from IOM Warsaw, Poland:

Core Functions / Responsibilities:

 

1. Receive phone calls via IOM MHD Hotline and respond to all general and routine queries concerning vaccination referral requests as well as other healthcare of services of IOM-Poland.
2. Assist and support callers who have questions regarding the hotline and provide direct support in navigating the website.
3. Demonstrate an in-depth understanding of relevant information as well as the ability to remain professional, impartial, and unbiased during all interactions with migrants and colleagues.
4. Redirect relevant queries to the Hotline Nurse and consult with additional MHD staff as appropriate.
5. Provide the necessary information regarding IOM health assessment process upon request.
6. Maintain confidentiality of all callers in line with standards of conduct and data protection rules.
7. Track actions taken on queries and resolution of any reported issues or problems.
8. Compile and regularly maintain the referral database on available vaccination centres to provide vaccination services for refugees and migrants in Europe and Central Asia (ECA).
9. Maintaining daily, weekly, and monthly statistics related to hotline services by entering relevant data to the database.
10. Prepare weekly and monthly reports on overall referral pathways
11. Perform such other duties as may be assigned.

Required Qualifications and Experience

Education

• Bachelor’s degree in Communications, Social Sciences, Administrations, or a related field from an accredited academic institution with two years of relevant professional experience; or
• Secondary [high school] education with four years of relevant experience. 

Experience

·         Experience working with technology and familiarity with CRM systems and webchat

·         Keyboarding, computer, and technology skills.

·         Clear pleasant speaking voice and demonstrated verbal skills.

·         Strong problem solving and conflicts resolving skills.

Other Skills

·         Strong computer skills - Word, Excel and Internet; past experience with Movement 

Language

• For this position, fluency in English is required (oral and written).
• Working knowledge of Ukrainian, Russian and/or Polish is an advantage.

Required Competencies

IOM’s competency framework can be found at this link.

Values

·         Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.

·         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 action and delegated work.

·         Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way.

Other

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 and verification of residency, visa and authorizations by the concerned Government, where applicable. 

How to apply:

Interested candidates are invited to submit their application including: a Motivation Letter and the updated CV with a completed Personal History Form IOM Personal History Form.xls (live.com) (four pages) by the email: smukrmhdopsrecpl@iom.int specifying the vacancy reference number PLCFA23-031 and full name in the subject line.

Closing Date: 21^st Sep 2023 

Only shortlisted applicants will be contacted. 

NOTE

NO FEE:

The International Organization for Migration (IOM) does not charge a fee at any stage of the recruitment process (application, interview meeting, process or training).  IOM does not concern itself with information on applicants’ bank details.

Posting period:

From 27.02.2023 to 10.03.2023

From 20.04.2023 to 03.05.2023

From 17.07.2023 to 30.07.2023

From 08.09.2023 to 21.09.2023