Call Operator

Job Overview:

Harikar NGO, a UNHCR Partner, operates a Unified Helpline System to provide accurate, timely, and appropriate information and support to refugees and asylum seekers. The helpline center plays a critical role in identifying individual needs, offering guidance, and ensuring access to accurate information and available services, whether provided directly by UNHCR and its Partners or by government and operational partner agencies. The Call Operator will be responsible for receiving and documenting calls, assessing caller needs using standard operating procedures (SOPs), providing information, basic counseling, and making referrals where required. This position ensures that every caller is supported with dignity, empathy, and professionalism.

Call Handling & Documentation Answer incoming calls from

refugees and asylum seekers in a timely and respectful manner

Document caller details accurately in the hotline database RAIS, ensuring confidentiality and data protection. Classify calls according to categories defined in the SOPs

Assessment & channeling according to SOPs Use existing SOPs to assess the needs of callers and identify required information or services. Distinguish between cases requiring basic information, counseling, or referrals. Escalate urgent or complex protection cases immediately to the supervisor as per SOPs

Counseling & Information Provision

Provide accurate information and basic counseling according to SOPs and scripts. Guide callers to government and partner services by informing them to the correct points of contact or service directory such as UNHCR Iraq Help Website. Offer clear, culturally sensitive information about rights, procedures, and available services.

Referrals

Initiate internal referrals following organizational procedures where necessary. Ensure that external referrals are supported by accurate, up-to-date information and proper guidance to the caller.

Coordination & Reporting

Participate in regular team meetings and briefings. Report trends, protection risks, and feedback from callers to management. Support quality improvement through sharing lessons learned and client feedback.

Additional Duties and Responsibilities :

Attend and participate in trainings, workshops, and other capacity-building exercises as required by the line manager; The Call Operator is a member of Harikar emergency protection team; and responds to any emergency situations that might occur in KR-I border points with Syria and Turkey. Fulfil other duties as required by his/her line manager

A university degree in humanitarian sciences, sociology, social work, psychology, international relations, or a related field. Candidates with alternative but clearly related degrees, combined with strong relevant work experience, may also be considered.

Professional Experience:

Preferably a minimum of 3 years of relevant experience with humanitarian organizations or community service centers. Proven skills and experience in CFRM and AAP. Knowledge of local and national service landscapes relevant to refugees and asylum seekers. Skills: Proven experience in customer service, call centers, or working with displaced populations. Strong understanding of refugee rights and access to services. Fluency in Arabic, Kurdish (Badini and/or Sorani), English, and Persian is considered an added value. Good communication, listening, and interpersonal skills. Ability to work in a sensitive, respectful, and non-judgmental manner. Familiarity with confidentiality and data protection standards. Basic computer literacy, especially in data entry and using case management or CFRM systems.

Reporting, Supervision: Reports to:

Team Leader Supervises: None

Performance Evaluation: Team Leader

Apply at: This form link