Receptionist LICA 4

Terms of Reference

1. General Background
The Protection Unit in Sub Office Hargeisa is headed by a Protection Officer and provides operational support, policy guidance and advice to the field throughout Somaliland. In addition, the Unit maintains close cooperation with other Units in UNHCR Mogadishu, works together with Executive Office and Programme Unit in design, review and implementation of projects, as well as participates in Protection Cluster meetings, representing UNHCR Somaliland position and strategy regarding protection of Persons of Concern (POCs). The Receptionist in Hargeisa Sub Office is a member of the Protection Unit with specific responsibilities related to entry, reception and assistance of POCs into UNHCR premises or the at the Peaceful Coexistence Centre (PCC).

As of December 2022, Somaliland hosts approximately 16,000 refugees and asylum seekers, primarily from Ethiopia, Yemen, Syria and other nationalities. There are no formal camps and POCs live among host communities across the country. As a component of its international protection mandate, UNHCR receives POCs, with or without appointments, to listen to their queries on a wide range of protection and assistance needs, explain available services and refer to appropriate service providers including implementing partners and host government. Reception services in person at UNHCR or jointly with partners at the PCC or via the hotlines provide a platform for complaints from and feedback to the POCs.

The incumbent will have internal contacts within UNHCR with staff members and focal points from different units and with external partners for the reception of POCs, exchange of information, feedback and referral for assistance. S/he has no supervisory role and will function under direct supervision of the Associate Protection Officer with the technical supervision assigned to the Associate Technical Supervisor (IUNV) or as will be otherwise communicated, who will monitor the performance of the incumbent and provide regular guidance and feedback.

2. Purpose and Scope of Assignment
Under the direct supervision of the designated officer, the incumbent will undertake the following tasks
     
• Assure management of the Reception desk at the UNHCR office. Ensure that Persons of Concern have a full and fair access to UNHCR services, in a confidential and secure manner and in line with UNHCR’s AGDM approach. Provide requisite counselling, and information to the Persons of Concern in accordance with UNHCR policies and standards to assure that they have timely and relevant access to UNHCR Partners for the purpose of seeking/ redressing protection concerns;
• Receive, screen, and assist Persons of Concern presenting at the Reception Desk at the UNHCR office, and provide them counselling and note down their feedback, complaint and/or request for assistance in a tactful manner. Channelise the request for assistance to the relevant protection colleagues in a timely manner, and ensure follow up for necessary response within agreed timeframes;
• Handle the UNHCR Hotline, answer incoming calls and record queries and questions raised through the hotlines, provide counselling and information on services offered by Implementing Partners, channelise them to the relevant protection colleagues for follow up in a timely manner, and revert with a response to the Persons of Concern;
• Handle the UNHCR Protection Inbox: receive, review the written queries received on the Protection Inbox, and discuss with relevant protection colleagues to provide a response to the Persons of Concern in a timely manner;
• Attend the inter-partner counselling desk at the Peaceful Coexistence Center (PCC) twice a week for monitoring of counselling activities as well as to provide counselling from UNHCR to the Persons of Concern;
• Maintain records of all counselling activities undertaken, including recording the counselling and responses provided through the UNHCR Protection Inbox on proGres v4, including regular and timely reporting;
• Perform any other clerical duty or activities that may be required and requested by direct line managers, Protection Officer, or the Head of Office, as required.

3. Monitoring and Progress Controls

Responsibility
• The reception and counselling of Persons of Concern in accordance with relevant UNHCR standards and policies;
• Organizing, scheduling appointments through hotline and in person and management of orderly entry of Persons of Concern in the UNHCR premises, and reporting promptly security incidents where applicable;
• Identifying which individuals or groups to be prioritized at the reception based on vulnerability and other criteria as specified by supervisor and/or judgement;
• The management of expectations of asylum-seekers and refugees.

Authority

• Control and organize access to UNHCR premises;
• Refer cases to relevant protection colleagues within the office, follow up and feedback to POCs as necessary.

a. Education
• Completion of Secondary Education

b. Work Experience
• Minimum 3 years of previous relevant job experience in working with Persons of Concern to UNHCR
• Fluency in English and Somali is mandatory
• Knowledge of Arabic, Amhara, Oromo and Tigrinya will be an asset

c. Key Competencies

Required Skills:
• Excellent written and oral communication skills in English and Somali
• Good common computer skills (e.g. Microsoft Word, Excel, PowerPoint).
• Excellent report writing and presentation skills
• Demonstrates integrity by modelling the UN’s values and ethical standards
• Promotes the vision, mission, and strategic goals of UNHCR
• Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability
• Diverse field experience desirable
• Promotes a knowledge sharing and learning culture in the office
• In-depth knowledge on humanitarian aid issues
• Ability to work in a team and with people of different cultural backgrounds; high flexibility and adaptability to restricted working/living conditions.
• Sound security awareness and preparedness to work under pressure

Desirable:
• Advanced computer skills and knowledge (for e.g., Microsoft Office applications- Word, Outlook, Excel, Internet Explorer and Access)
• Knowledge of and experience with UNHCR proGres database

Core Competencies and Values:
• Integrity
• Professionalism
• Respect for Diversity
• Accountability
• Teamwork and Collaboration
• Communication
• Client & Results Orientation
• Organisational Awareness
• Analytical thinking
• Planning and Organizing
• Change Capability and Adaptability

Standard Job Description Required Languages

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Desired Languages

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Additional Qualifications

Skills

Education

Certifications

Work Experience

Other information

The shortlisted candidates may be required to undertake a written test. A prerequisite requirement for undertaking the selection process (test and/or interviews) a valid national Somali passport or ID card will be required.This position doesn't require a functional clearance