SafeLine Operator & Case Manager

Organizational Context

UNFPA Syria operates under the Humanitarian Response Plan, aiming to reduce maternal deaths, unmet family planning needs, and gender-based violence (GBV). The office supports health and social systems, NGOs, and local communities, focusing on women's empowerment and youth engagement. UNFPA leads GBV sub-sector coordination and provides essential services through clinics and safe spaces. In a challenging humanitarian context marked by increased needs and exacerbated vulnerabilities, particularly for women and girls, UNFPA is strengthening its resilience efforts and inter-agency cooperation.

Job Purpose

This role supports the expansion of an inter-agency hotline, SafeLine, to cover all regions of Syria for reporting fraud, corruption, and misconduct, alongside providing information on humanitarian services. The primary objective is to reinforce Accountability to Affected People (AAP) mechanisms, strengthening the feedback loop between humanitarian actors and affected populations. The UN Volunteer will empower communities by providing accessible information on accessing services and resources. This position is critical for enhancing GBV prevention and response interventions, supporting implementing partners, and improving service quality and reach in a complex, high-demand environment, ensuring effective program delivery and accountability.

Responsibilities

The UN Volunteer will support the implementation of community feedback mechanisms, including the SafeLine hotline, responding to calls and providing timely, accurate information to affected communities. Responsibilities include managing face-to-face engagement activities with volunteer groups, conducting follow-ups, and organizing coordination meetings. The role involves contributing to a rumor tracking and analysis system by monitoring online channels, collecting, classifying, and analyzing rumors, and referring high-risk ones to stakeholders. The volunteer will support the development of analytical reports for decision-making, assist in organizing meetings and training events to strengthen AAP efforts and build partner capacity, and collaborate with PSEA Network and Risk Management on information gathering and response. Additionally, the role includes following up with sector focal points to ensure referral mechanisms function effectively, updating service maps and partner directories, and maintaining operational dashboards with accurate data and performance metrics.

Work Experience

A minimum of seven years of experience in humanitarian response, protection, or safeguarding is required. Experience in community engagement or feedback mechanisms is advantageous. Experience in information and data management, handling confidential information, and working in risk management or humanitarian response in the MENA region is also beneficial. Strong interpersonal and communication skills, with the ability to work collaboratively with diverse partners and understand humanitarian coordination mechanisms, are essential.

Skills

Core Competencies: Achieving results, accountability, developing professional expertise, analytical and strategic thinking, teamwork, and effective communication. Functional Competencies: Results-based program development and management, data management, innovation, partnership building, advocacy, and resource mobilization. Values: Integrity, commitment to UNFPA and the UN system, cultural diversity, and embracing change. Expertise areas include crisis and emergency response, development programs, and social work.

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