Background

UNHCR is sharing the premises of the UN House with other UN agencies. Currently, asylum seekers and refugees approaching the UN House premises typically enter through the main gate, where they are received by security personnel. Upon declaring their purpose for visiting, the security guards contact the protection unit to arrange for a meeting with the individual. Since the protection staff do not have a regular presence outside, the initial response to new arrivals is often handled by the security guards.

While the protection unit ensures that security personnel are trained on UNHCR’s mandate and the appropriate protocols for dealing with asylum seekers, refugees, and stateless persons, it is critical that these individuals are welcomed and counseled by trained UNHCR staff to ensure a dignified and thorough process.

UNHCR’s premises include a prefab space, which is used for private and confidential interviews. The receptionist will use this space to:

• Receive individuals for walk-in counseling,
• Accept and process documents necessary for cases,
• Distribute certificates,
• Provide information about referrals and partner organizations.

The Office is expanding and improving its complaint and feedback mechanism. A receptionist working directly with and reporting to UNHCR, and who is well-trained in protection principles, will enhance the Office’s accountability. This will also ensure better access to UNHCR services and improve communication with communities.

By hiring a skilled receptionist, UNHCR will strengthen its frontline services, ensuring a higher standard of support for asylum seekers and refugees and improving overall operational efficiency.

The Receptionist demonstrates a client-oriented approach, tact and ability to work with people of different national and cultural backgrounds.

Duties and Responsibilities

Under the guidance and supervision of the UNHCR, the Receptionist provides reliable administrative and reception services.

1. Receiving individuals seeking international protection
2. Liaison between those who arrive to the gate and protection team.
3. Respond to queries, phone calls, receive documents, hand over certificates, etc
4. Provide info about UNHCR services, referral to UNHCR partners, provide walk in counseling, guide asylum seekers and refugees on how to submit a complaint
5. Ensure the reception prefab is well maintained, communicate any needs and provide suggestions on improvement.
6. Assist in provision of translation of documents or during interviews
7. Any other duties.

In addition to maintaining the reception area and welcoming individuals, the receptionist will support a variety of other functions, including:

• Providing translation services,
• Assisting with document digitization,
• Scheduling appointments and referrals as advised by caseworkers,
• Responding to calls and inquiries.

Competencies

Functional Competencies:

• Understanding of UNHCR operations procedures and requirements

Leadership and Self-Management

1. Focuses on result for the client and responds positively to feedback
2. Consistently approaches work with energy and a positive, constructive attitude
3. Responds positively to critical feedback

Required Skills and Experience

Education

• Min primary education required.

Experience

• Min two (2) years of relevant experience, High School with one year experience will be accepted in lieu of the primary education with two years’ experience.
• The applicant should hold a legal residence in Kuwait.

Language Requirements

Good knowledge of the national language of the duty station