Terms of Reference

General Background of Project or Assignment:
Following a recommendation from HCT in 2022, that agencies should come up with an inter-agency complaint and feedback mechanism to mitigate aid diversion, UNHCR Somalia, given its expertise in operationalising an Inter-agency Complaint and Feedback Mechanism, hereinafter ICFM, in other operations, decided to spearhead the venture to enhance the delivery of protection services in Somalia.
The Somalia ICFM will comprehensively facilitate the systematization of procedures to gather, provide responses to the affected communities and monitor feedback in a structured manner. ICFM will deploy a ‘call-centre’ modality, through a toll-free helpline, with a call-back option, through which all affected communities can access reliable information, provide responses, and receive feedback on the quality of services that UNHCR and its partners provide. All calls received through the helpline will be handled by a team of dedicated helpline agents who capture interactions in the helpline’s custom build CRM application. A project control staff is needed to ensure coherence of the information provided and referrals made.
Somalia hosts over 36,000 refugees and asylum seekers. Cumulative figures for Somali refugee returnees are 137,320. As per 2022 Humanitarian Needs Overview, 7.7 million Somali women, men and children are estimated to require humanitarian assistance.
The project will benefit all affected communities, i.e., refugees, stateless persons, returnees, IDPs and host community members.

Occupational Safety and Health Considerations
To view occupational safety and health considerations for specific duty stations, please visit this link: https://wwwnc.cdc.gov/travel
Specific Occupational Safety and Health Considerations to this assignment (if applicable):
General debrief sessions will be had with staff welfare personnel and staff can request a session with staff welfare personnel.

Overall Purpose and Scope of Assignment:
Concise and detailed description of activities, including measurable outputs and delivery dates, impact indicators (what qualitative and quantitative results would be achieved upon completion of individual contract), performance indicators (time lines, value of the service rendered in relation to the cost, timeliness) and work plan:
Under the guidance and supervision of the Associate Protection Officer and Protection Associate responsible, candidates will be responsible for the following duties:
Annex 1

• Place and receive calls daily from the affected population, including the host community.
• Log calls systematically into the system while adhering to the helpline call script, observing confidentiality, and ensuring that consent from the caller is sought before any escalation is made to any agency through the portal.
• Respond to requests for information, to be responded to by strictly following the Frequently Asked Questions (FAQs) database provided to the agents and flag for feedback whenever information is not available. No agent is to give wrong information to a caller at any point.
• Submit timely and clean data to the Supervisor for analysis, using the formats provided.
• Carry out data entry under the supervision of the Quality Assurance Agent and or Associate Protection Officer
• Report to the Supervisor on any challenges for follow-up.
• Must be flexible, with the ability to work overtime and in shifts, per the operational requirements.
• Support broader UNHCR efforts of providing Protection services with partners in Somalia ie. Translation of materials, interpretation, providing feedback from agencies and counselling following guidance given.
• Attend all trainings for the agent.
• To flag issues of conflict of interest and risks that could affect the project from achieving its objective.
• Maintain confidentiality and not share any caller information with any outsider, not part of the project.
• Serve notice before resigning and train new staff.
• Perform other related duties as required by a supervisor.
Calls received will be monitored and therefore able to measure per staff how many calls are received,
logged referred, information provided, and able to call back. Number of calls received/interactions with
callers and attendance will be tracked in the portal and the dialler software and attendance/adherence to
schedules and working time will be monitored by the project supervisor, and Project Control.

Required level, qualifications and work experience:
Level of responsibilities required (mark as appropriate) for individual contractors and fellows: Entry Level Support.

Languages Required: Candidates must be able to demonstrate knowledge or fluency of more than 3 languages, per the below:
Somali - Dir, Hawiye, Darood, Reewin; Mahaa (Northern Standard Somali) and Maay Somali, Benadiri Somali - Mushunguli and Kibajuni, Eyle and Awer; Gabooye, Tumaal and Yibir

Kiswahili and related dialects - Bravanese (also known as Chimwiini, Chimini, or Chimbalazi); Bajuni or Kibajuni; Unguja (standard Swahili); Kizigua spoken by the Zigua or Mushunguli.

Ethiopian languages -Amharic, Oromo, Tigray
Arabic and English

Standard Job Description Required Languages

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,

Desired Languages

,

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Additional Qualifications

Skills

CO-Cross-cultural communication, CO-Digital analytics and performance reporting, CO-Drafting and Documentation, CO-Publication skills, CO-Reporting skills, IM-Information/knowledge sharing tools and platforms, IM-Information Management (related technical requirements & Operating Procedures), IM-Knowledge Management, PM-Project Assurance

Education

Certifications

Work Experience

Other information

Written test may be conducted for the shortlisted candidates. A valid Somali passport or national ID will be required as a prerequisite for undertaking the test/interview.This position doesn't require a functional clearance

Home-Based

No