Hardship Level (not applicable for home-based)

D

Family

UNOPS LICA3

2025-02-01

January 15, 2025

OPERATIONAL CONTEXT
The Receptionist plays a critical role in facilitating the effective delivery of UNHCR services at the Tripoli Reception Center, one of the four decentralized Reception Centers (RCs) in the country. These centers serve as primary points of engagement with forcibly displaced, operating between 7:30 am and 4:30 pm, with flexibility to extend hours as operational needs dictate. The Receptionist ensures that the reception area functions smoothly and equitably, prioritizing a welcoming and respectful environment for all individuals seeking assistance.

Key responsibilities include managing the orderly entry of forcibly displaced, identifying and prioritizing individuals with specific protection needs, and collaborating with the reception supervisor and security team to uphold a safe and efficient environment. The Receptionist also manages record-keeping and document scanning in line with UNHCR’s digitization Standard Operating Procedures (SOPs). They serve as the first point of contact for counseling queries related to rights and procedures and play a vital role in accurately scheduling appointments within the identity management database.

In addition to operational support, the Receptionist contributes to clearing filing backlogs, maintaining digital archives, and ensuring proper documentation organization. They proactively refer cases requiring specialized attention through established pathways and report observed trends, challenges, or incidents to supervisors. A commitment to integrity and accountability is essential, as the role supports UNHCR’s efforts to prevent and report fraud.

Through open communication with colleagues and collaboration with various stakeholders, the Receptionist ensures that UNHCR services are delivered effectively, equitably, and in alignment with protection principles and organizational objectives.

DESIRED CANDIDATE PROFILE

Experience: Previous experience in a protection-related role within local, national, or international organizations operating in humanitarian contexts. This includes demonstrated experience in the safe identification of individuals with specific needs and effective referrals to appropriate services.

Skills:
– Communication: Demonstrated verbal and written communication skills in both English and Arabic.
– Interpersonal Skills: Proven ability to engage respectfully and constructively with individuals from diverse cultural, social, and economic backgrounds.
– Organizational Skills: Excellent multitasking and time management capabilities, with strong attention to detail. Demonstrated ability to prioritize tasks, work effectively under pressure, and operate with minimal supervision.
– Technical Proficiency: Proficient in Microsoft Office (Word, Excel, PowerPoint) and experience working with database systems.
– Desirable: Familiarity with UNHCR’s mandate and operations. Previous experience of working with UNHCR database systems.

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).

Functional Skills
IT-Computer Literacy
IT-IT Refugee Systems & Applications
(Functional Skills marked with an asterisk* are essential)

Language Requirements
For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English.
For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language.
For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.

All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination and abuse of power.

As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.

Required Languages

,

,

Desired Languages

,

,

Additional Qualifications

Skills

IT-Computer Literacy, IT-IT Refugee Systems & Applications

Education

Certifications

Other information

This position doesn’t require a functional clearance

Home-Based

No

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements