Senior Registration Assistant, G5, UNHCR FTA Contract, PN10026597, JR2439211, Mount Lebanon, Lebanon

Operational context

The Senior Registration Assistant is a member of and an immediate supervisor of the Helpline team in the Registration Unit. S/he will be primarily responsible for overseeing the Helpline staff, ensuring adequate response to various inquiries, and providing counseling to asylum seekers and refugees. The incumbent will be producing reports on the Helpline activities. S/he will ensure that the helpline team is fully up to date on available services and assistance, issuing appointments, providing general information on assistance and available services, answering questions from asylum seekers and refugees on the status of their cases, and referring cases of protection emergencies to the relevant focal points. She/he may also assist occasionally in face-to-face counseling with refugees at the UNHCR Reception Center.

Organizational Setting and Work Relationships
The Senior Registration Assistant is a member of the Registration team. The incumbent is responsible for supporting all activities related to registration, which may also include functions related to reception, filing and data management. S/he provides counseling to, and responds to queries from, asylum seekers and refugees regarding UNHCR's registration procedures and their rights and entitlements. S/he liaises closely with protection staff and partners to ensure timely identification and referral of persons of concern (POC) for protection follow-up. The Senior Registration Assistant may assist in compiling and analyzing information related to registration activities in the Operation. The incumbent may provide interpretation and/or translation services in cases for which s/he has the required language competencies.

All UNHCR staff members are accountable for performing their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR's core values of professionalism, integrity and respect for diversity.

Desired Candidate Profile

The ideal candidate should have a minimum of 3 years of experience in Helpline-related functions and managing helpline operators and possess knowledge in the implementation of Helpline standard operating procedures.

Moreover, the candidate should demonstrate advanced technical expertise in utilizing, observing, testing, and providing guidance on UNHCR's standard registration tools, including ProGres V4, RAIS, and the PXI Protection Escalation and Scheduling modules.

The candidate should have proven experience in supervising and coaching teams and a track record of drafting reports and analyzing data is preferable. S/he must be able to work under pressure, promote a positive working environment, and communicate effectively within the Registration Unit and with other units.

S/he should have a high level of flexibility, adaptability, and planning skills.

Relevant Job Experience
Essential
Good computer skills, particularly experience in UNHCR Registration and Helpline software and tools
Training in basic principles of international protection.
Demonstrated skills in supervising staff, communication, conflict mitigation, time management, and handling multiple competing priorities.

Desirable
Familiarity in using data analysis tools and the ability to draft statistical reports are an added value.
Experience in facilitating teams training, and staff coaching,

Duties

• Assist in the implementation of registration strategies and methodologies for POC.
• Conduct registration interviews when required in accordance with registration standards and guidance.
• Provide counselling to, and responds to queries from, asylum seekers and refugees regarding UNHCR's registration procedures and their rights and entitlements.
• Maintain accurate and up-to date records and data related to all individual registration cases.
• Identify persons with specific needs and ensure timely referral to protection follow-up as required.
• Collaborate with protection staff and/or partners in the delivery of assistance and programming, including provision of identity and entitlement documentation.
• Draft correspondence and reports relating to registration activities in the Operation, when required
• Provide statistics and draft reports related to registration data, as requested.
• Act as interpreter and translator when needed.
• Refer cases to other units within the office and to implementing partners as necessary.
• Draft and submit reports and statistics related to registration.
• Support the identification and management of risks and seek to seize opportunities impacting objectives in the area of responsibility. Ensure decision making in risk based in the functional area of work. Raise risks, issues and concerns to a supervisor or to relevant functional colleague(s).
• Perform other related duties as required.