Trainer on Capacity Building for Hotline Operators
Organizational Context
The International Organization for Migration (IOM) is a UN-related agency dedicated to promoting humane and orderly migration. Within the 'Central Asia Safe Migration' project, the Mobility Pathways Unit supports migrant workers and returning migrants across Central Asia. This consultancy contributes to strengthening the capacity of hotline operators in Kyrgyzstan, who provide crucial information and support to citizens participating in the UK Seasonal Worker Scheme.
Job Purpose
This consultancy aims to enhance the capacity of hotline operators in Kyrgyzstan who assist citizens participating in the UK Seasonal Worker Scheme. The role involves developing and delivering training to improve operators' technical skills, communication abilities, and adherence to the Migrant Consultation Protocol. By strengthening these areas, the consultancy will improve the quality of services provided, ensuring migrants receive accurate, timely, respectful, and rights-based assistance. This contributes to reducing migrants' vulnerability to exploitation and unsafe migration practices, aligning with the objectives of the 'Central Asia Safe Migration' project.
Responsibilities
The consultant will review the existing Migrant Consultation Protocol and develop a tailored training module for hotline operators. This module will cover effective protocol use, communication techniques, protection-sensitive information delivery, referral procedures, risk communication regarding exploitation and unsafe migration, conflict management, and professional ethics. The consultant will facilitate practical testing of updated scripts, collect feedback, and identify gaps. Responsibilities also include preparing a training agenda, developing pre- and post-training assessments, delivering training in Kyrgyz or Russian, and producing a final report with recommendations for further capacity building. The consultant will coordinate closely with IOM Kyrgyzstan.
Work Experience
Proven experience in training customer service, hotline staff, or migrant service providers is required. Knowledge of migration issues, particularly related to the UK Seasonal Worker Scheme, is considered an asset.
Skills
Training development and delivery, customer service training, hotline operations support, migrant service provision, communication techniques, conflict resolution, handling difficult clients, knowledge of migration issues (UK SWS), facilitation skills, interactive training methods, excellent communication and interpersonal skills.