Safe Migration Hotline Coordinator, Dushanbe, Tajikistan

## Safe Migration Hotline Coordinator, Dushanbe, Tajikistan - Organization:IOM - International Organization for Migration - Office:IOM Mission in Tajikistan, Dushanbe Established in 1951, IOM is a Related Organization of the United Nations and the leading UN agency in the field of migration. Working closely with governmental, intergovernmental and non-governmental partners, IOM promotes humane and orderly migration for the benefit of all. It saves lives and protects people on the move, drives solutions to displacement, and facilitates pathways for regular migration, while providing services and advice to governments and migrants. IOM is committed to fostering a respectful, inclusive and supportive workplace where all employees can thrive professionally and feel valued. By creating such an environment, IOM aims to better harness the full potential of migration and strengthen its support to people on the move. IOM invites candidates from diverse backgrounds to apply and provides reasonable accommodation throughout the recruitment process when required. Learn more about IOM's workplace culture at IOM workplace culture | International Organization for Migration Project Context and Scope The International Organization for Migration (IOM) cooperates with the Government of the Republic of Tajikistan to support the safe and orderly migration of Tajik citizens. This cooperation encompasses a range of services, including pre-departure preparation, capacity building, skills development, reintegration assistance, and other targeted support measures to enhance migrant protection and opportunities. In partnership with the Migration Service under the Ministry of Labour, Migration and Employment of the Population of the Republic of Tajikistan, IOM has established a Safe Migration Hotline (+992 900 800 800). This Hotline, operating from 9:00-17:00 Monday to Friday, provides migrants with access to accurate information on migration-related matters, helping to ensure informed and secure migration decisions. The Hotline also provides legal consultations to migrants in-person, over the phone and through Whatsapp and Telegram groups. The Hotline operates from the premises of the Pre-departure Orientation and Consultation Centre (PDO) under the Migration Service. Its day-to-day operations are jointly managed by the Migration Service and IOM. Organizational Department / Unit to which the Consultant is contributing Migration Solutions Unit Tasks to be performed under this contract - IOM Safe Migration Hotline Operation & OversightProvide consultations to migrants via IOM Safe Migration Hotline platforms (Whatsapp, Telegram, etc.)Prepare a detailed work plan for the operation of the Safe Migration Hotline;Oversee and supervise the daily activities of the Safe Migration Hotline;Regularly update information in the Hotline Resource platform and provide learning sessions for the operator on the updated information;Monitor the quality of phone, message and in-person consultations to migrants;Monitor the registration of applicants/callers in the IOM designated registration system (KOBO);Provide expert support to operators in difficult or complex cases;Coordinate with Government and non-government partners to provide specialized consultations and ensure the referral of callers to relevant organizations, as appropriate. - Provide consultations to migrants via IOM Safe Migration Hotline platforms (Whatsapp, Telegram, etc.) - Prepare a detailed work plan for the operation of the Safe Migration Hotline; - Oversee and supervise the daily activities of the Safe Migration Hotline; - Regularly update information in the Hotline Resource platform and provide learning sessions for the operator on the updated information; - Monitor the quality of phone, message and in-person consultations to migrants; - Monitor the registration of applicants/callers in the IOM designated registration system (KOBO); - Provide expert support to operators in difficult or complex cases; - Coordinate with Government and non-government partners to provide specialized consultations and ensure the referral of callers to relevant organizations, as appropriate. - Strategic engagementDevelop a Safe Migration Hotline Strategy and Protocols;Strategically and efficiently coordinate the Safe Migration Hotline's activities with the Migration Service;Promote and raise awareness of the Hotline through various channels, including social media, mass media, information campaigns and events organized by IOM and governmental, international and civil society organizations;Manage and maintain the Instagram and Facebook social media pages related to the Hotline. - Develop a Safe Migration Hotline Strategy and Protocols; - Strategically and efficiently coordinate the Safe Migration Hotline's activities with the Migration Service; - Promote and raise awareness of the Hotline through various channels, including social media, mass media, information campaigns and events organized by IOM and governmental, international and civil society organizations; - Manage and maintain the Instagram and Facebook social media pages related to the Hotline. - Capacity buildingConduct training of trainers (ToTs) and ensure that Hotline consultants and operators are provided with accurate and up-to-date information related to all areas of migration;Participate in and conduct trainings to enhance professional qualifications and to improve the knowledge and skills of the hotline consultants and operators. - Conduct training of trainers (ToTs) and ensure that Hotline consultants and operators are provided with accurate and up-to-date information related to all areas of migration; - Participate in and conduct trainings to enhance professional qualifications and to improve the knowledge and skills of the hotline consultants and operators. - ReportingCollect and analyze statistical data related to the operation of the Hotline;Analyze consultation trends to identify emerging migration issues, recurring concerns, information gaps and priority needs of migrants, and provide regular insights and recommendations to inform IOM programming, awareness-raising, referrals and engagement with relevant partners;Provide accurate and timely reports of achievements, progress and challenges to IOM regarding the operation of the Hotline;Submit weekly and monthly reports, in compliance with confidentiality requirements and ethical standards in accordance with IOM procedures. - Collect and analyze statistical data related to the operation of the Hotline; - Analyze consultation trends to identify emerging migration issues, recurring concerns, information gaps and priority needs of migrants, and provide regular insights and recommendations to inform IOM programming, awareness-raising, referrals and engagement with relevant partners; - Provide accurate and timely reports of achievements, progress and challenges to IOM regarding the operation of the Hotline; - Submit weekly and monthly reports, in compliance with confidentiality requirements and ethical standards in accordance with IOM procedures. - Provide ad hoc support to IOM when requested Performance indicators for the evaluation of results - Development and implementation of IOM Safe Migration Hotline Strategy in accordance with the workplan; - Weekly and monthly reports on Safe Migration Hotline activities approved by IOM; - Regular conduction of information sessions and promotional activities of the Safe Migration Hotline; - Regular conduction of capacity building of the Safe Migration Hotline team. Required Qualifications and Experience - Higher education in law or a relevant field from a recognized educational institution. - At least 7 years of professional experience in providing Hotline consultations and/or conducting informational activities on safe migration; - Knowledge of migration legislation and policies of main migration destination countries of Tajik migrants and capacity continue updating the knowledge; - Previou