Safe Migration Hotline Coordinator
Organizational Context
The International Organization for Migration (IOM) in Tajikistan supports safe and orderly migration for Tajik citizens through various services. In partnership with the Government, IOM operates a Safe Migration Hotline, jointly managed with the Migration Service. This hotline provides essential information and legal consultations to migrants, operating from the Pre-departure Orientation and Consultation Centre.
Job Purpose
This role is crucial for the effective operation and strategic development of the IOM Safe Migration Hotline in Tajikistan. The purpose is to ensure migrants receive accurate, timely, and comprehensive information and consultations regarding safe migration pathways and legal matters. The position contributes to migrant protection by facilitating informed decision-making, coordinating referrals to relevant services, and enhancing the overall effectiveness and reach of the hotline. By managing daily activities, ensuring quality consultations, and promoting the hotline's services, the role directly supports IOM's mandate to promote humane and orderly migration and protect people on the move.
Responsibilities
Oversee and supervise the daily operations of the IOM Safe Migration Hotline, including managing consultations via phone, WhatsApp, and Telegram. Develop and implement a detailed work plan and strategy for the hotline, ensuring regular updates to the resource platform and conducting training sessions for operators. Monitor consultation quality, manage applicant registration in the IOM system, and provide expert support for complex cases. Coordinate with government and non-government partners for specialized consultations and referrals. Promote the hotline through various channels, including social media management (Instagram, Facebook). Analyze operational data to identify migration trends and provide insights for IOM programming. Prepare and submit weekly and monthly reports on hotline activities, achievements, and challenges, adhering to confidentiality and ethical standards.
Work Experience
Requires at least 7 years of professional experience in hotline consultations or safe migration informational activities. Essential knowledge includes migration legislation and policies of key destination countries for Tajik migrants. Experience in pre-departure orientation and training for labor migrants is beneficial. Familiarity with the labor migration context from Tajikistan is important.
Skills
Migration counselling and advisory services; Strong communication and interpersonal skills; Client-focused service delivery; Training and capacity-building facilitation; Data collection, analysis, and reporting; Social media and digital communication management; Referral and case management; Integrity, confidentiality, and ethical conduct; Planning and organizational skills; Public awareness and outreach promotion.