1. Receive phone calls via YESS helpline and respond to all general and routine queries concerning referral requests related to access to services including health, education, legal aid, psycho-social support and any consular services.

2. Enrol beneficiaries who visit the centre by filling the requisite digital form and ensure that all information included therein is accurate to the best of the incumbent’s ability;

3. Based on general enrolment, also conduct secondary enrolment for specific services offered by the YESS by using appropriate digital forms created for this purpose.

4. Immediately report any technical challenges that arise in enrolment and support the Project Officer in liaising with various IOM units including ICT to resolve issues for smooth enrolment.

5. Redirect queries to and consult with other members of the IOM Libya Units and external partners based on External Referral SoPs as appropriate;

6. Resolve routine problems reported by claimants according to established guidelines for YESS. Refer received complaints directly to the supervisor;

7. Enter all incoming referrals, including via helpline in internal registration database;

8. Report on important trends, issues, problems encountered from day-to day operation of the YESS based on information provided by beneficiaries, referral partners and other local civil society organizations.

9. Prepare weekly and monthly reports on youth enrolment to various services and overall referral pathways.

10. Demonstrate an in-depth understanding of relevant Operations SOPs as well as the ability to remain professional, impartial and unbiased during all interactions with migrants and colleagues per the IOM Code of Conduct and instruction on the Prevention of Sexual Exploitation and Abuse (PSEA.);

11. Maintain the confidentiality and integrity of all relevant paperwork in line with standards of conduct and data protection rules. Alert the management of any non-compliance to SOPs or codes of conduct by IOM staff members or partners;

12. Perform such other duties as may be assigned;

Reporting to LHD Project Officer 

Other skills:

•           Prior Movement Operations or counselling case worker experience a strong advantage; and excellent communication skills both verbally and in writing;

•           Strong computer skills - Word, Excel and Internet and experience with Accounting systems is an advantageous.

The incumbent is expected to demonstrate the following values and competencies:

Values

• Inclusion and respect for diversity respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.

• Integrity and transparency: maintain high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.

• Professionalism: demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.

Core Competencies – behavioural indicators level 3

• Teamwork: develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.

• Delivering results: produces and delivers quality results in a service-oriented and timely manner; is action oriented and committed to achieving agreed outcomes.

• Managing and sharing knowledge: continuously seeks to learn, share knowledge and innovate.

• Accountability: takes ownership for achieving the Organization’s priorities and assumes responsibility for own action and delegated work.

• Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way.

Managerial Competencies – behavioural indicators level 3 

• Leadership: provides a clear sense of direction, leads by example and demonstrates the ability to carry out the organization’s vision; assists others to realize and develop their potential.

• Empowering others & building trust: creates an atmosphere of trust and an enabling environment where staff can contribute their best and develop their potential.

• Strategic thinking and vision: works strategically to realize the Organization’s goals and communicates a clear strategic direction.                                         
  
  

No managerial responsibilities are needed.

 Internals of the Organization and NMS candidates, as well as external female candidates, will be considered as first-tier candidates. This vacancy is also open to second-tier candidates.

The appointment is subject to funding confirmation.