UNHCR, the UN Refugee Agency, takes the lead in protecting people forced to flee wars and persecution around the world, providing life-saving aid including shelter, food and water to ensure their basic safety, rights and dignity.

UNHCR has 18,879 women and men working in 137​ countries, we work tirelessly to make a difference in the lives of 89.3 million forcibly displaced people worldwide. Our dedicated and professional staff work around the clock in roles including legal protection, community services, public affairs, health and more. Despite the challenges they can face, our staff are proud to work for UNHCR and determined to make a positive impact.

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Terms of Reference• Protection skills
• IT-Computer Literacy
• Effective communication
• Teamwork
• Good knowledge of various office applications (including Microsoft Word, Excel, Internet Explorer and Access), proGres/EFA (UNHCR database for registration of refugees, returnees and displaced persons) and RAIS (UNHCR database for the tracking and management of assistance provided to refugees and other persons of concern)
• Previous experience as a UNHCR Helpline staff

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Standard Job Description

Receptionist

Organizational Setting and Work Relationships

The Receptionist will assist in organizing and coordinating the reception area of UNHCR Office. The incumbent has no supervisory role and will always function under the direct supervision of a (Senior) Associate or an Officer who is required to monitor the performance of the incumbent and provide regular guidance. The incumbent will have internal contacts within UNHCR with staff members and focal points from different units and with external parties for exchange of information and reception of visitors.

All UNHCR staff members are accountable to perform 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.

Duties
– Visitors and persons of concern have a full and fair access to UNHCR staff and services while approaching the reception for different purposes and their privacy is respected.
– Receive, screen and assist visitors/clients and escorts them to responsible officer concerned. Adopt tactful attitude to inform and convince interlocutors to accept unforeseen situations, such as waiting longer than expected, meet with a different officer than expected or accepting the cancellation of an appointment.
– Answer to incoming calls and transfer calls to concerned officer and/or take messages or provide general information, understanding the importance and the confidentiality of the issues treated.
– Receive and transmit verbal and written messages to appropriate officer/office/Unit/Department.
– Record the incoming and outgoing mail and manage internal courier distribution, as appropriate. Register/keep records of visitors/clients, as requested.
– Utilise office equipment (telephone, fax, radio, computer¿) when necessary.
– Perform any other clerical duty that may be required.
– Identify which individuals or groups to be prioritized at the reception based on vulnerability and other criteria specified by the supervisor.
– Decide on information contained in the weekly and daily reports submitted to the supervisor.

– 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.

Minimum Qualifications
Years of Experience / Degree Level
For G3 – 1 year relevant experience with High School Diploma; or Bachelor or equivalent or higher

Field(s) of Education
Not applicable.

Certificates and/or Licenses
Not specified.
(Certificates and Licenses marked with an asterisk* are essential)

Relevant Job Experience
Essential
Not specified.

Desirable
Good knowledge of proGres (HCR database for registration of refugees, returnees and displaced persons).