Job Description

• Applications are welcome from internal and external candidates. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process. For the purpose of this vacancy, internal candidates are considered first-tier candidates.

Context

• Working under the overall supervision of the Programme Manager (Protection/MHPSS) and in close coordination with other unit’s staff, the incumbent will support the Protection/MHPSS remote hotlines. S/he will provide affected individuals with accurate information on available protection and psychosocial services, communicating in Hausa, English, and Fulfulde languages with communities in Plateau, Taraba, and Taraba states. The role will involve receiving, processing, and responding to community feedback and complaints, facilitating referrals and follow-ups, and handling all information with confidentiality and respect for affected populations.

Responsibilities

• Support community awareness activities on the purpose and use of remote hotlines.
• Receive calls through the hotline and provide information on available protection and psychosocial services in languages like Hausa, English, and Fulfulde. 
• Record complaints and feedback from affected populations, provide accurate information and contribute to awareness sessions on frequently raised topics.
• Refer affected populations to appropriate service providers where needed, based on their concerns and requests.
• During Awareness-raising activities, promote the use of the hotline by all segments of the community, including the vulnerable groups.
• Maintain confidentiality when handling information shared through calls, feedback, or referral processes. 
• Listen attentively and respectfully to individuals’ feedback, requests for information, or complaints.
• Maintain records of calls received, referrals made, and information provided, disaggregated by age, gender, needs, and type of feedback.
• Obtain consent from beneficiaries before making referrals.
• Provide inputs for analysis and reporting on feedback received, actions taken, and information provided through the hotline.   
• Perform other duties as assigned.

Qualifications

Education

• High school diploma with four years of related experience; or,
• Bachelor’s degree in Social Sciences, Humanities, and Humanitarian Studies, or a related field from an accredited academic institution with two years of related experience. 

Experience

• Experience in community engagement, call centers/hotline operations, protection-related work, or other related areas.
• Previous experience in humanitarian or community-based work is an advantage.
• Experience in working with vulnerable populations is desirable.

Skills

• Strong interpersonal and communication skills, with the ability to establish effective working relations with colleagues and communities.
• Ability to prioritize, multi-task, and complete assignments proactively. 
• Good writing and reporting skills. 
• Respectful, empathetic, and able to maintain confidentiality and integrity when supporting affected populations.

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Job Description

• Applications are welcome from internal and external candidates. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process. For the purpose of this vacancy, internal candidates are considered first-tier candidates.

Context

• 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. 
• The International Organization for Migration (IOM) has been implementing Mental Health and Psychosocial Support (MHPSS) projects in Nigeria since 2014. The projects seek to address the psychosocial needs of the displaced populations and their host community, as affected by the on-going emergency.
• Under direct supervision of the Protection/MHPSS Programme Manager and close coordination with the Protection/MHPSS staff, the incumbent will contribute to the implementation of the Mental Health and Psychosocial Support activities in Plateau, Taraba, and Kaduna states, as part of the emergency response. More particularly, he/she will be responsible for the following duties:

Responsibilities

• Maintain confidentiality in all interactions with beneficiaries and observe ethical practices. 
• Document beneficiary information at the field level accurately in intake forms and update field records.
• Collect and provide data from field teams and other sources to the supervisor to support analysis and report preparation for psychosocial and protection-related activities. 
• Assist in compiling information from field teams and other sources to support the preparation of accurate reports for all psychosocial and protection-related activities.
• Support monitoring of teams in the accessible areas by participating in coordination sessions and helping with training activities as required.
• Assist in organizing missions, forums, meetings, workshops, trainings and other project events, in coordination with the project manager, project coordinator, international experts, and other key partners. 
• Work in close collaboration with the protection mainstreaming expert as well as GBV officer and National Coordinator officer to support activities that address the ongoing needs of at-risk groups, including women and girls, in prevention-related activities.
• Assist in strengthening existing referral systems and networks of psychosocial/protection service providers by supporting coordination and information sharing.
• Support the implementation of psychosocial interventions at the field level by helping with documentation and follow-up as needed. 
• Facilitate regular visits by collecting and compiling reports from the psychosocial support and protection teams and submitting them to supervisors.
• Liaise with relevant governmental, non-governmental (NGOs), international organizations at the field level on MHPSS and protection issues, providing updates as requested.
• Support the integration of MHPSS/Protections Principles into the day-to-day project activities.
• Assist with informal translation or clarification of simple documents or messages between English and local languages, as needed.
• Assist with project visibility and communication activities by supporting preparation of materials, field-level outreach, and coordination with communications team.  
• Undertake duty travel to challenging field locations as required. 
• Perform other duties as assigned.

Qualifications

Education

• High School diploma with five years of related experience; or,
• Bachelor’s degree in humanitarian, psychosocial and mental health fields from an accredited academic institution with three years of professional experience. 
• Diploma in human science with hands-on experience either from a refugee and/or IDP set up or a related field with three years of related experience. 

Experience

• Experience in a similar support role, preferably within the humanitarian or development contexts.
• Familiarity with local networks, institutions, and stakeholders in the assigned regions

Skills

• Good communication skills and ability to ability follow guidance on psychosocial/protection support activities.
• Ability to maintain accurate records and assist in report preparation.
• Ability to work collaboratively with colleagues and partners from diverse backgrounds.

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