Helpdesk Facilitators-5

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Job Overview/Summary: IRC is seeking a Helpdesk Facilitator who will be responsible for the day-to-day functioning of the Information Helpdesk and provision of accurate, timely and people-centered information to community members.

Under the supervision of the District Manager/Protection Officer, the Helpdesk Facilitator will respond to information requests, provide verified information on available services, support referrals, document interactions and feedback, and ensure that individuals seeking assistance are treated with dignity, confidentiality and respect.

The Helpdesk Facilitator will work closely with Signpost/InfoYahan IRC teams, service providers, and other stakeholders to maintain up-to-date information and ensure people are appropriately guided to available services.

Major Responsibilities:

• Operate the assigned Information Helpdesk and provide accurate, timely and accessible information to community members.
• Listen to clients' information needs, understand their queries and provide clear information based on verified and up-to-date sources.
• Provide information on relevant services and assistance, including health, protection, education, livelihoods, social protection, civil documentation and other services available in the area.
• Maintain updated knowledge of available services, eligibility criteria, procedures, locations, contact details and referral pathways relevant to the Helpdesk's area of operation.
• Coordinate with relevant IRC teams, government departments, service providers and other stakeholders to verify information and update the Helpdesk service directory.
• Make appropriate referrals in accordance with established referral pathways and Helpdesk/IRC procedures, while respecting the client's choice and confidentiality.
• Identify information gaps, frequently asked questions, emerging concerns, misinformation and barriers to accessing services, and share relevant observations with the supervisor and wider team.
• Support community members in navigating available services without making decisions on their behalf or creating unrealistic expectations regarding assistance or outcomes.
• Record Helpdesk interactions, information requests, referrals, feedback and other required data accurately and in a timely manner using approved data-collection/MIS systems.
• Ensure that all client information and records are handled confidentially and in accordance with IRC data-protection and information-security protocols.
• Recognise situations involving protection concerns, safeguarding risks or other high-risk issues and follow established escalation and referral protocols, and connect to caseworkers.
• Ensure that information provision does not expose clients to additional protection, safety, discrimination or stigma-related risks.
• Maintain professional boundaries and use appropriate, respectful, non-discriminatory and culturally sensitive communication when interacting with clients.
• Support outreach, awareness-raising activities, field visits and other information-dissemination activities as required.
• Participate in community consultations, assessments or other activities designed to understand changing information needs and barriers to accessing services.
• Share contextual knowledge, community feedback, lessons learned and emerging information needs with the relevant IRC teams.
• Participate in regular coordination meetings, trainings, coaching and capacity-building activities as required.
• Ensure the safety and security of Helpdesk documents, equipment and other assets assigned for the performance of duties.
• Follow IRC policies, procedures, Helpdesk guidelines and relevant project-specific protocols provided during orientation and throughout the assignment.

Key Working Relationships

Position Reports to: District Manager/Protection Officer

Other Internal and/or External Contacts:

• Signpost/InfoYahan Team

• MIS/Information Management Team
• Relevant IRC sector teams
•  District Administration and departments and referral partners.

Knowledge and Experience:

• Bachelor's degree in social sciences, development studies, public administration, social work, communications, or related field.
• At least 1–2 years of relevant experience in community engagement, information provision, helpdesk operations, protection, humanitarian programming, customer service or a related field.
• Experience working directly with communities and responding to individual information needs.
• Experience in data collection, documentation and/or use of digital data collection or MIS systems would be an advantage.
• Knowledge of local services, government systems, humanitarian assistance and referral mechanisms is preferred.
• Previous experience working with vulnerable or displaced communities is preferred.

Proven Skills and Competencies:

• Strong interpersonal and communication skills with the ability to interact respectfully with people from diverse backgrounds.

• Fluency in the relevant local language or other languages relevant to the area of operation, such as Pashto, Hindko or Khowar, is preferred.

• Ability to listen actively, understand information needs and communicate information clearly and accurately.
• Strong attention to detail and ability to verify information before sharing it with clients.
• Ability to maintain confidentiality and exercise discretion when handling sensitive information.
• Understanding of client-centered approaches and the importance of allowing clients to make informed decisions about available options.
• Ability to recognize protection concerns and follow established referral and escalation procedures.
• Ability to document information accurately and maintain organized records.
• Ability to work effectively with government departments, service providers, IRC teams and other stakeholders.
• Strong problem-solving and analytical skills.
• Ability to manage multiple information requests and prioritize tasks effectively.
• Ability to work independently while contributing effectively to a multidisciplinary team.
• Proficiency in Microsoft Office applications, particularly Word and Excel.

Language Skills:

• Fluent, professional-level speaking, reading and writing skills in English and Urdu.
• Ability to communicate information using clear, simple and culturally appropriate language.

Preferred Experience & Skills:

• Previous experience working at a community helpdesk, information center, service center or similar client-facing position.
• Knowledge of local government services, civil documentation, social protection, health, protection and other essential services.
• Experience working with communities in humanitarian or development settings.
• Experience using digital data-collection platforms is preferable.
• Understanding of protection principles, safe referrals and confidentiality is preferable.
• Good organisational and time-management skills, with the ability to work under reasonable deadlines.
• Willingness to travel to field locations and undertake community-facing activities as required.
• Ability to work effectively in a multifaceted, cross-functional team.

Note: The interviews will be conducted on rolling basis, and only shortlisted candidates will be called for an interview.

Professional Standards: All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.

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