Since January 2014, more than three million Iraqis have been displaced by the conflict between government and armed opposition groups in central and northern Iraq. With conflict occurring in much of central and northern Iraq, interrupting commercial routes, the public distribution system, planting and harvesting cycles, and the functioning of health care facilities, as many as nine million people could be affected by the growing crisis.
The humanitarian community is rapidly scaling up its capacities to respond to this crisis. Most UN agencies and NGOs have deployed additional staff and the UN Office for the Coordination of Humanitarian Affairs (OCHA) has re-opened a country office in Iraq. Meeting people’s most basic needs such as shelter, food, water, medical care and safety is a top priority for the humanitarian community, as is communicating with affected communities.
A national toll-free hotline for populations affected by the recent displacements in Iraq was established in July 2015 by an inter-agency team of UN agencies and NGOs. The hotline provides information
about humanitarian aid such as food distribution points, medical services, and shelter options. The call
centre also registers and refers urgent needs, feedback and complaints, and provides a mechanism by
which beneficiaries of humanitarian relief can convey their feedback, suggestions, and concerns about
the efficacy of aid programs.
Callers can dial a toll-free number on their mobile phones and be routed to an answering service. Callers will select their language (Arabic, Kurdish, or English) and specify whether they wish to speak to a woman or a man.
The Call Centre Operator will be responsible for answering calls and sharing and gathering information from callers. The Operator must be proficient with written and spoken English, and Arabic. Kurdish fluency is preferred but not required. The Operator should be proficient with computers and able to enter data accurately and quickly. The Operator should handle calls with sensitivity, confidentiality, and patience, especially when dealing with potentially traumatic phone calls. The Call Center Operator will report directly to the Call Centre Supervisor.
The contract term is for an initial two (2) month pilot period. Subject to positive performance reviews and the availability of funds, contracts will be extended up to six (6) months or more.
UNOPS is committed to achieving a truly diverse workforce.