Оператор/ка Гарячої Лінії

Kindly note that all applications should be submitted through the IOM Global Career Site (Link). Applications submitted in any other manner will not be considered. 

Annex 2 – TERMS OF REFERENCE

FOR THE CONSULTANCY CONTRACT OF:  Operator of the National Toll-Free Counter-Trafficking and Migrant Advice Hotline 527 (5 positions)

1. Duty Station of the Consultancy: Ukraine (Home- based)
2. Duration of Consultancy:  5 months, with possibility of extension pending on funds availability and satisfactory job performance.
3. Nature of the consultancy: Category B

Under the overall supervision of the Chief of Mission, and overall supervision of the National Protection Officer, with the direct supervision of the Protection Programme Specialist (Prevention), the Consultant will perform operational duties for the 527 Hotline, including the provision of consultations over the phone and through IOM approved online platforms to war-affected people in need, including survivors of human trafficking, exploitation, gender-based violence, who are seeking assistance or information about trafficking or migration-related concerns. The Consultant will also facilitate the reporting of potential trafficking or protection cases and referral to appropriate support services that can provide further assistance and support as needed.

1. Project Context and Scope: 

Since 2006, IOM Ukraine Protection Programme operates a well-established National Toll-Free Counter-Trafficking and Migrant Advice Hotline 527, which is providing consultations on counter-trafficking and safe migration, and lately on a variety of other topics such as work of humanitarian organizations / diplomatic institutions, human trafficking and safe travel, social support opportunities, border-crossing points, non-visa border crossing, procedure for seeking asylum, obtaining refugee or temporary protection status, border crossing by men subject to conscription, border crossing by children, protection of rights while abroad. According to IOM estimations, more than 300,000 Ukrainians have suffered from human trafficking since 1991. The full-scale invasion has increased people’s vulnerabilities in general and the risk of trafficking in particular, as displacement, poverty, deterioration of mental health, and other losses have led to an increased tendency for risky behaviours among Ukrainians. After the full-scale invasion the Hotline, proved and continue to be one of the most important tools for the dissemination of migration-related information and trafficking prevention messages.  IOM is seeking to urgently boost the capacity of the hotline by engaging additional hotline operators those fluent in Ukrainian and potentially in English languages who are compelled to lend their capacities to support the Ukrainian population affected by the war. The hotline can be operated via the internet – hotline staff shall provide information support to hotline callers remotely online with ICT support from IOM, and in coordination with other hotline operators and staff.

1. Organizational Department / Unit to which the Consultant is contributing: 

Protection Unit, IOM Ukraine Protection Programme

1. Category B Consultants: Tangible and measurable outputs of the work assignment 
2. According to the weekly schedule (up to 6-hour per day), receive incoming hotline calls and provide consultations, as per the 527 Hotline guidelines and procedures. Consultations on counter-trafficking and migration related topics will be provided over the phone or other online platforms, in Ukrainian. 
3. Refer callers in need of specialized support to the most suitable and available staff, either the Hotline Lawyer or the IOM case managers, strictly adhering to the 527 Hotline referral procedures and guidelines. 
4. Refer callers to external service providers if needed.
5. Ensure that confidentiality and the right to privacy is maintained at all times with regard to confidential client information.
6. Stay up to date on existing referral pathways and proactively support the maintenance of the internal services mapping to ease referrals to other service providers.
7. Ensure logging all received or made calls and inputting required and relevant information in IOM’s Hotline database on Salesforce platform and existing CRM system. 
8. Adhere to data protection guidelines and ethical standards.
9. Provide feedback on hotline-specific Standard Operating Procedures (SoPs) and remain committed to work in line with all applied SoPs, as needed.  
10. Participate in onboarding trainings for the hotline consultants, as well as further supervision sessions. Join Hotline team meetings when scheduled.
11. Perform such other duties as may be assigned.
12. Performance indicators for the evaluation of results

• Provision of consultations at the National Toll-Free Counter-Trafficking and Migrant Advice Hotline 527, according to the established schedule. 
• Registering data on the calls received in the IOM’s hotline database.
• Regular referral and redirection of most vulnerable cases as needed.
• Consistent updating of service mapping. 

1. Education, Experience and/or skills required

• Advanced degree in Counselling, Counselling Psychology, Social Work, Education, Communication, Law or related fields.
• Experience in the provision of counselling services.
• Experience in remote counselling methods.
• Experience in counter-trafficking prevention and promotion of safe migration is a distinctive advantage.
• Fluency in Ukrainian is required.
• Fluency in English is a distinctive advantage.

1. Travel required

No.

1. Competencies 

Values

• Inclusion and respect for diversity: respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: maintains 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.
• Courage: demonstrates willingness to take a stand on issues of importance.
• Empathy: shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators

• 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.
   
• How to apply: 

Interested candidates are invited to submit their applications ONLY through this link Link (Position number 17421) by  06 November 2025 the latest.  

Only shortlisted candidates will be contacted.  

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