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 established a Safe Migration Hotline to provide accurate information and legal consultations. This role operates within the Migration Solutions Unit (MSU) and is jointly managed with the Migration Service.
Job Purpose
The Safe Migration Hotline Coordinator ensures the effective, efficient, and uninterrupted operation of the IOM Safe Migration Hotline in Tajikistan. This involves overseeing daily operations, supervising the team, ensuring the quality and accessibility of information and consultation services, and maintaining up-to-date resources. The role contributes to informed and secure migration decisions for migrants and the public by managing service delivery, identifying improvements, and promoting the Hotline's reach and relevance to evolving migrant needs.
Responsibilities
Oversee the daily operations of the Safe Migration Hotline, ensuring uninterrupted service delivery, adequate staffing, and functioning communication channels. Develop and implement a work plan, supervise the team, and ensure effective coordination. Regularly update information resources and conduct training sessions for staff. Establish and implement quality assurance mechanisms for consultations and monitor data registration. Provide expert support for complex cases and direct consultations when needed. Coordinate with partners for specialized consultations and referrals. Develop and update Standard Operating Procedures (SOPs). Create and implement a Hotline Development Plan for service improvement and expansion. Promote the Hotline through various channels, including social media management. Identify capacity-building needs for staff and facilitate training. Collect, analyze, and report on operational data, identifying trends and providing recommendations. Submit regular reports on achievements, progress, and challenges.
Work Experience
Experience in migration counselling and advisory services is essential. Knowledge of migration legislation and policies of key destination countries for Tajik migrants, with the ability to stay updated, is required. Extensive knowledge of the labour migration context from Tajikistan is necessary. Experience working with international organizations is considered an advantage.
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, ethical conduct, planning and organizational skills, public awareness and outreach promotion.