Helpline Operator at UNHCR, the UN Refugee Agency

Shiraz, Fars Province, Iran -

Full Time

Start Date

Immediate

Expiry Date

04 May, 26

Salary

0.0

Posted On

03 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client-Centered Services, Communication, Interpersonal Skills, Problem-Solving, Confidentiality, Data Management, Active Listening, Assessment, Documentation, Cultural Sensitivity, Professionalism, Empathy, Continuous Learning, IT Skills, Case Management, UNHCR Tools

Industry

International Affairs

Description

Deadline for Applications February 16, 2026 Hardship Level (not applicable for home-based) C Family Type (not applicable for home-based) Family Staff Member / Affiliate Type CONTR Local Entry and Mid-Level Support Target Start Date 2026-04-01 Terms of Reference UNHCR Iran is committed to protecting forcibly displaced persons, ensuring their access to services, rights, and essential services as per the national legislation. In the absence of outreach activities, the Helpline Operator plays a critical role in UNHCR’s protection system, serving as the first point of contact for individuals seeking UNHCR support. The primary responsibility of the Helpline Operator is to respond professionally to the calls coming from the persons UNHCR serves in Iran, identify their individual situation and protection needs, through active listening, careful assessment, and systematic documentation of inquiries. By collecting detailed information on protection concerns—such as profiles, vulnerabilities, and urgent needs—the operator enables UNHCR to identify persons falling under its mandate, prioritize actions based on individual profiles and vulnerabilities to provide assistance and deliver timely and appropriate interventions. The Helpline operators will undertake the following activities: o Serve as the first point of contact for individuals seeking information, assistance, or protection support via phone. o Record and manage calls and messages systematically using UNHCR-approved data management tools. o Document all relevant information accurately in UNHCR case management systems (e.g., PRIMES/ProGres, Kobo). o Refer cases to UNHCR protection staff based on urgency and protection needs. o Support the transition to an externalized helpline service, including providing inputs on workflows, SOPs, and data management tools. o Handle all cases with utmost confidentiality, adhering to UNHCR’s data protection policies, ensuring that sensitive personal information is shared with authorised UNHCR staff as per Office protocols. Field of expertise, competencies: Required/mandatory: o Proven experience delivering client-centered services, ideally within humanitarian, protection, or related contexts. o Demonstrated ability to provide high-quality services in multicultural environments, effectively managing pressure while maintaining professionalism, empathy, and strict adherence to deadlines. o Strong communication, interpersonal, and problem-solving skills, with a high level of discretion and commitment to confidentiality when handling sensitive information. o Clear commitment to continuous learning, professional development, and skills enhancement. Desirable: o Proven experience in using UNHCR’s PRIMES tools (ProGres) and Kobo for data collection, case management, and reporting. o Familiarity with UNHCR protection tools, operational guidelines, and standard operating procedures. o Experience in case management role o Good IT skills, including familiarity with case management tools and office software Minimum years of work experience: Minimum 1 year of previous experience as Helpline operator or humanitarian or protection-related work, preferably with UNHCR or other international organizations. Language: Fluency in Persian (Farsi) is essential. Good in English for reporting and communication purposes. Standard Job Description Required Languages , , Desired Languages , , Additional Qualifications Skills Education Certifications Work Experience Other information Shortlisted candidates may be required to sit for a test and/or Interview. No late application will be accepted.This position doesn't require a functional clearance Remote No Important notice: Please note that UNHCR does not charge a fee at any stage of its recruitment process (application, interview, meeting, travelling, processing or training). Read about how to avoid scams and fraudulent job offers. Please note that applications are only accepted via the UNHCR online recruitment platform. CVs and/or application requests sent via email will not be answered, reviewed nor considered. For external applicants: We would like to call your attention on the eligibility of International Professional (P) category: According to our Recruitment and Assignments Policy, P staff members will not normally serve in the country of their nationality, and the first regular appointment in the P category must be outside the staff member's country of nationality. In practical terms this means that you are not eligible to apply for International Professional vacancies advertised in the country where you are national of. In case of technical difficulties when applying, external applicants (not current UNHCR workforce members) can write to recruitmentcase@unhcr.org. For former UNHCR Colleagues: Former UNHCR employees who are on mandatory break-in service or have separated from UNHCR after 1 October 2022 should create an account through this platform. Once you fill in your basic personal information (employee ID, birth date, name, email address), Workday will identify you as prior personnel and merge your employee account with your external applicant account. The UNHCR workforce consists of many diverse nationalities, cultures, languages and opinions. UNHCR seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, colour, sex, national origin, age, religion, disability, sexual orientation and gender identity. UNHCR, the UN Refugee Agency, takes the lead in protecting people forced to flee wars and persecution around the world, providing life-saving aid including shelter, food and water to ensure their basic safety, rights and dignity. With 18,879 women and men working in 137 countries, we work tirelessly to make a difference in the lives of 89.3 million forcibly displaced people worldwide. Our dedicated and professional staff work around the clock in roles including legal protection, community services, public affairs, health and more. Despite the challenges they can face, our staff are proud to work for UNHCR and determined to make a positive impact. Why a career with UNHCR? Our dedicated staff work to protect and assist people fleeing conflict and persecution at a time when global forced displacement is at a record high. Our colleagues bring a wide range of specialized skills, including expertise in legal protection, administration, community services, public affairs, health and other disciplines. Disability inclusion If you are a person with a disability and you expect you may face challenges during the recruitment process, you can indicate it in your application form. There are options to select any health conditions you may have and outline any necessary adjustments related to disabilities during the recruitment phases. Providing this information is optional. It will be treated as strictly confidential and used only for the purpose of finding out how to better assist you during the recruitment process. Adjustments for candidates with disabilities will be provided as best as possible and as needed upon request. All candidates will be assessed based on meeting the requirements for each vacancy in relation to experience, skills, and education.

Responsibilities

The Helpline Operator serves as the first point of contact for individuals seeking UNHCR support, responding to calls and assessing protection needs. They document inquiries and refer cases to UNHCR protection staff based on urgency and needs.