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Job Description:

Pakistan has been host to over 3 million Afghans nationals for more than 3 decades starting from the 1980s – this included approximately 1.6 million Afghan refugees and 1.5 million undocumented Afghans. 2016 witnessed a sharp increase in the spontaneous return of undocumented Afghans as well as registered refugees due to various socio-political developments on both sides of the border.

Since the beginning, of 2016, almost 400,000 registered refugees, and over 300,000 Undocumented Afghans have returned to Afghanistan through the Chaman and Torkham border crossings in Balochistan and Khyber Pakhtunkhwa respectively. Owing to their undocumented status, despite their sizeable numbers, the populations have largely remained under the radar; not being eligible for any systematic returns assistance (including cash assistance) and have thereby, faced major impediments to their safe and dignified returns including exorbitant financial and personal costs of return and various health hazards.

In November 2016, the Ministry of States and Frontier Regions (SAFRON) organized a parliamentary leadership conference on the “Repatriation and Management Policy for Afghan Refugees”, detailing key actions to be taken to support the Afghans living in Pakistan as well as the repatriation process – this was later approved by the Pakistani Cabinet in February 2017. One of the approved action was bio-metric documentation of unregistered Afghans through the National Database and Registration Authority (NADRA).

During recent discussions between IOM Pakistan and NADRA, the operational timeline for documentation was finalized including the 2-4 month projected preparation time, and the subsequent set-up of up to 21 documentation centres (plus two mobile centres) across Pakistan – the exercise is expected to initiate on 1st August 2017, and be completed by 31st January, 2018. Based on IOM’s long-standing working relationship with SAFRON/Commissionerate of Afghan Refugees (CAR) and NADRA, IOM support is requested in finalizing modalities of the anticipated documentation process.

IOM has thus agreed to support the documentation process through provision of a toll free helpline number that will be used by prospective Afghan applicants to get more information about the requirements and timelines of the documentation process.

Under the direct supervision of the Programme Officer, and overall supervision of the Programme Manager, and in close coordination with IOM Field Monitoring Associates as well as NADRA,CAR and MORR staff working in the documentation centers across Pakistan, the Call Center Assistants will be responsible for attending the calls that come through to the IOM Call center and responding to queries in the appropriate manner, as well as referring them to the relevant NADRA information sources as needed.

RESPONSIBILITIES AND ACCOUNTABILITIES:

  • To handle inbound and outbound calls to and from Undocumented Afghans living in Pakistan
  • To support the documentation process by ensuring all calling Undocumented Afghans have a clear understanding of the SOPs to be followed in order to obtain Afghan Citizen Cards (ACCs), including documentation required, timelines for issuance of ACCs and grievance redressal mechanisms in place
  • Refer those that Undocumented Afghans that have applied to the NADRA SMS number for update on application status
  • Liaise with IOM Field Monitoring Associates at the 21 NADRA documentation centers on a regular basis, and particularly for update on unique applications that take longer than usual to process
  • To ensure that calling Undocumented Afghans have a clear understanding on who to contact for further information regarding their specific and unique concerns that may not be addressed through the regular channels
  • Gather issues and complains of the Undocumented Afghan through incoming calls and report it to manager in IOM Islamabad office
  • Revert back to the Undocumented Afghans through phone calls who have been registering for information need with effective and complete information.
  • Work in tandem with Programme Officer and Communications Analyst in order to correlate the information collected through the call centers with the Media Campaign to support the documentation exercise as well as highlight gaps and issues.
  • Maintain quality standards for all incoming and outgoing calls.
  • Maintain a basic sheet on profile of Undocumented Afghans that call in format provided
  • Perform any other relevant duty that may be assigned by the Team Lead. 

EDUCATION AND EXPERIENCE:

  • A secondary school diploma from an accredited educational institution.
  • Completed Bachelor’s degree from an accredited academic institution is an advantage.
  • At least 2-3 years of relevant professional experience.
  • Experience in working with Afghans and/or IDPs and/or migrants 

LANGUAGES:

Required:   

  • English - Adequate
  • Urdu - Fluent
  • Pushto - Fluent

Advantageous:

  • Dari/Farsi - Adequate