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UNHCR   |   Kampala, Uganda   |   Log in or register to see the closing date

Protection Associate (Community Connectivity)

  • Bachelor's degree
  • Project, program management
  • Experienced (senior worker)
  • Full Time
  • Permanent
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Job Summary

Since gaining independence in 1962, Uganda has provided asylum to people fleeing armed conflict and persecution in neighboring countries, especially South Sudan, Democratic Republic of Congo, Somalia, Rwanda and Burundi. Ugandas progressive refugee policy grants refugees freedom of movement, the right to seek employment and establish businesses, and to access public services such as education, health care and justice. As of end February 2018, Uganda hosted some 1.4 million refugees in the country. Including from South Sudan (73%), Democratic Republic of Congo (DRC, 19%), Burundi (3%), Somalia (3%) and Rwanda (1%) and others. While many feedback and refugee consultation systems already exist in the Uganda refugee response, recent assessments have shown the need for improvement to enable refugees to reach out, and for such feedback to be systematically managed and acted upon.

There is also a need for all partners to collaborate to overcome scattered siloes in feedback mechanisms. Effective and accountable humanitarian responses require active participation of persons of concern in all decision making that influence their lives. Continuous and meaningful inclusion of persons of concern involves understanding their needs and protection risks, and pursuing protection, assistance and solutions that take into account their perspectives and priorities. As part of the Accountability to Affected Populations (AAP) framework, the Uganda refugee response needs to ensure that all formal and informal communications from persons of concern, both positive and negative, inform protection, assistance and solutions programming, and that timely corrective action is taken as appropriate by all partners concerned. To achieve this, it is necessary to ensure coordinated and effective response to refugees needs by establishing an enhanced, robust, and comprehensive inter-agency feedback, referrals and resolution mechanism

The Comprehensive Feedback, Referral and Resolution Mechanism in Uganda will consist of a comprehensive set of common or shared channels for communication with refugees that they can use to provide and receive feedback, including a countrywide toll-free helpline. The tools and protocols will be rolled out gradually and adopted in each settlement taking into account the AAP framework and the age, gender and diversity (AGD) approach. The system will provide data and support to UNHCR and partners operating in the refugee response in the country.


The incumbent will coordinate on a day-to-day basis the work of the Sub-Unit placed within the Protection Section of UNHCR Kampala that will oversee the work of the call centre operating the toll-free helpline. Under the supervision of the international protection staff coordinating the Comprehensive Feedback, Referral and Resolution Mechanism, the incumbent will: 
  1. Monitor and supervise the work of the call centre on a day-to-day basis. 
  2. Liaise closely with the call centre service provider on training and recruitment of call centre agents, and organize training on protection and operational issues to the agents. 
  3. Liaise closely with the call centre service provider to ensure that the helpline service is running efficiently. 
  4. Coordinate with other Units on operational aspects of the helpline to ensure smooth running of service. 
  5. Ensure and monitor responses to queries on a daily basis, liaise with other Units and focal points, and follow up with other units and focal points to ensure that queries referred to them are resolved and responded to. 
  6. Access and use proGres to check records / status of caller and update proGres accordingly, and ensure that relevant databases are updated as per applicable SOPs 
  7. Monitor the work of the call centre agents, and provide them with continuous guidance and technical advice 
  8. Liaise closely with his/her supervisor and provide regular updates on issues raised by PoCs, responses and interventions made, and seek advice as appropriate 
  9. Ensure that relevant databases are updated as per applicable SOPs. 
  10. Ensure consultations with persons of concern to seek their feedback on the helpline and other channels for feedback and complaints. 
  11. Develop, review and update tools used by the call centre agents to facilitate the work of the call centre - Analyze trends and prepare related reports. 
  12. Provide regular updates to supervisor and senior management on issues and protection concerns raised by POCs, responses and interventions made, and trends. 
  13. Perform other related duties as requested by supervisor

General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Kampala
Area of work: Project, program management
Seniority: Experienced (senior worker)

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 2 years
Required skills: Stakeholder communication; Project monitoring and evaluation (M&E); Reporting; Programme management; Database administration; Human rights
Required languages: English (Spoken: fluent | Written: fluent)

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