Safe Migration Hotline Coordinator

The Safe Migration Hotline Coordinator is responsible for ensuring the effective, efficient and uninterrupted operation of the IOM Safe Migration Hotline in Tajikistan. The role includes supervising the hotline team, maintaining quality and accessibility of services, updating information resources, and promoting the hotline's services to migrants and the public.

Responsibilities

• Ensure effective and uninterrupted operation of the Safe Migration Hotline during established working hours, including adequate staffing, functioning communication channels, necessary technical solutions and timely resolution of operational challenges
• Prepare a detailed work plan for the operation of the Safe Migration Hotline and oversee its implementation
• Oversee and supervise the daily activities of the Safe Migration Hotline team, ensuring effective coordination, clear distribution of responsibilities and consistent service delivery
• Regularly update information in the Hotline Resource platform and provide learning sessions for the consultants and operators, ensuring that information and guidance materials are accurate, up-to-date, migrant-centric and responsive to migrants' evolving information needs
• Establish and implement quality assurance mechanisms to monitor the accuracy, consistency and relevance of consultations provided through all Hotline channels, identify gaps and ensure necessary corrective measures
• Monitor the registration of applicants/callers in the IOM designated registration system (KOBO) and ensure the accuracy and completeness of recorded information
• Provide expert support to operators in difficult or complex cases and direct consultations when necessary
• Coordinate with Government and non-government partners to provide specialized consultations and ensure the referral of callers to relevant organizations, as appropriate
• Develop, implement and regularly update Standard Operating Procedures (SOPs), service standards and operational protocols to ensure consistent, efficient and quality service delivery
• Develop and implement a comprehensive Hotline Development Plan, outlining priorities and practical measures for service improvement, expansion, accessibility, outreach and sustainability
• Strategically and efficiently coordinate the Safe Migration Hotline’s activities with the Migration Service and other relevant stakeholders to strengthen institutional cooperation and ensure alignment with national migration priorities
• 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
• Identify opportunities to introduce new services, communication channels, digital solutions and partnerships to improve the Hotline's accessibility, effectiveness and responsiveness to migrants' needs
• Identify capacity-building needs and ensure that Hotline consultants and operators have the necessary knowledge, skills, guidance materials and tools to provide accurate and reliable migration-related information and consultations
• Organize and facilitate regular training, knowledge-sharing and learning sessions to continuously strengthen the professional competencies of Hotline personnel
• Collect and analyze statistical data related to the operation of the Hotline and establish consistent data collection, management and reporting procedures to ensure data quality and reliability
• 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 including service performance, quality, outreach and implementation of the Hotline Development Plan
• 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

Requirements

• Higher education in law, economics, public administration, social sciences or any other relevant field from a recognized educational institution
• At least 2 years of professional experience in migration-related information and advisory services, migrant assistance or pre-departure orientation, including experience in coordinating activities or supervising teams
• Knowledge of migration legislation and policies of main migration destination countries of Tajik migrants and capacity continue updating the knowledge
• Work experience in international organizations is an advantage
• Extensive knowledge of the labour migration context from Tajikistan
• Migration counselling and advisory services
• Strong communication and interpersonal skills
• Client-focused and migrant-centred service delivery
• Training and capacity-building facilitation
• Data collection, analysis, and reporting
• Social media and digital communication management
• Referral and case management
• Integrity, confidentiality, and ethical conduct
• Planning and organizational skills
• Public awareness and outreach promotion
• Proficiency in Russian and Tajik languages is required. Knowledge of English is an advantage
• Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments

Skills

• Migration Legislation
• Migration policy knowledge
• Migration Counselling
• Advisory Services
• Team Coordination
• Supervisory Abilities
• Labour migration expertise
• Client-focused Service Delivery
• Migrant-centred Service Delivery
• Training Facilitation
• Capacity-Building Initiatives
• Data Collection
• Data Analysis
• Reporting
• Social Media Management
• Digital Communications
• Referrals Management
• Case Management
• Planning Skills
• Organizational Skills
• Public Awareness Promotion
• Outreach Communication
• Confidentiality and Integrity
• Ethical Conduct
• Russian Language Proficiency
• Tajik Language Proficiency

Languages

Russian, Tajik, English