Scheduling and Helpline Assistant

Details

Mission and objectives

The Filling Assistant is a Protection/Registration Team member supporting registration and protection activities at the Community Support Centre (CSC) in Baghdad and in the field during the registration team field missions. The incumbent may be required to liaise with different offices and units within the operation to ensure the effective delivery of services and the achievement of objectives. The filling assistant is tasked with organizing physical files, scanning all physical documents related to cases processed by the registration team, ensuring all documents are archived physically and electronically in an organized, readable manner in line with the filling SOP.
Moreover, the position of Filing Assistant will be involved in several other key registration-related activities, including but not limited to scheduling refugees through conducting phone calls, registering new asylum-seekers and refugees and renewing documentation for refugees and asylum-seekers.

Context

She/he will assist in organizing and scheduling registration activities as per the manifests provided by the registration team leader.
Staff members will be in direct contact with refugees and asylum seekers daily by handling outgoing calls for registration appointments.
Being part of the UNHCR registration team, the s/m is also involved in several activities related to essential data management activities, appointment tracking, filing activities reception activities, crowd control, and registration interviews.

Task description

– Responsible for handling outgoing phone calls to schedule dates/times and places for registration activities involving asylum seekers and refugees through a dedicated line.
– Conduct follow-up on scheduling calls using protocols and referral databases in line with the prioritization list provided by the team leader.
– Ensure that all phone calls with asylum seekers and refugees relay clear and comprehensive counselling highlighting the time, date and documentation needed for the registration interview.
– Ensure that all phone calls are recorded in proGres in line with UNHCR Registration Standard Operating Procedures (SOP).
– Report complaints from refugees and asylum seekers to your direct supervisor.
– Maintain daily and weekly schedules of appointments for refugees and asylum seekers, updating records of all calls placed in a systematic, transparent, and accountable manner.
– Ensure accurate data entry of registration appointments in relevant web-based scheduling tools and/or Excel spreadsheets.
– Remain up to date on relevant registration SOP
– Support registration interviews, reception and filing activities, as required, at camps or urban areas.
– Perform any other related duty as required based on operational needs.