Hotline Operators (consultancy)

Organizational Context

IOM, a UN-related organization established in 1951, promotes humane and orderly migration. This local consultancy opportunity in Kyrgyzstan supports the "Central Asia Safe Migration" project, aiming to reduce migrant worker vulnerability to fraud and exploitation under the UK Seasonal Worker Scheme. The role contributes to IOM's program activities in Kyrgyzstan.

Job Purpose

This consultancy aims to reduce the vulnerability of migrant workers from Kazakhstan, Kyrgyzstan, Tajikistan, and Uzbekistan to recruitment and visa fraud, exploitation, and unsafe migration practices associated with the UK Seasonal Worker Scheme. The role will enhance Safe Migration Hotline services by providing counseling to prospective and current migrants via hotline, online channels, and WhatsApp. It will also contribute to updating hotline scenarios based on existing Pre-Departure Orientation materials and policy changes, and ensure adherence to reporting standards. The purpose is to offer crucial support and information, thereby facilitating safer migration pathways and supporting sustainable reintegration efforts for returning migrant workers.

Responsibilities

Provide counseling to prospective and current migrants through hotline, online channels, and WhatsApp communication. Maintain confidentiality and ethical standards while preparing monthly reports detailing case numbers, session statistics, identified problems, and follow-up actions as per IOM procedures. Update the hotline scenario based on existing Pre-Departure Orientation materials and recent UK Seasonal Worker Scheme policy changes. Utilize the referral mechanism to the CEA Administration, with specific referrals to the Ministry of Internal Affairs (MIA) for fraud cases. Ensure the Standard Operating Procedure (SOP) for the hotline is developed and consistently used. Prepare monthly reports in Russian on hotline counseling progress, including statistics disaggregated by topic, observations, and challenges, using designated reporting templates. Facilitate pre- and post-tests for other hotline operators to assess and improve their work.

Work Experience

A minimum of 5 years of working experience in providing hotline counseling or information sessions on safe migration is required. Extensive knowledge of the labor migration context in Kyrgyzstan is also necessary.

Skills

Hotline counseling, communication via multiple channels (phone, online, WhatsApp), reporting, updating training materials, referral mechanisms, knowledge of safe migration principles, understanding of labor migration context in Kyrgyzstan.

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