National Consultant - Delivery of Training and Development of Handbook on Hotline Management

CALL FOR APPLICATION(CFA)

Open to External Candidates

Established in 1951, IOM is the leading inter-governmental organization in the field of migration and works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

Nature of the consultancy: Category B - In the framework of the project Improving the Protection of Vulnerable Migrants in Ethiopia through Tailored Direct Assistance and Referral, the consultant will develop an MRC Management package that will include the revision/development of minimum service standards, procedures, training curriculums, and sustainability plans.

Project Context and Scope:

The International Organization for Migration (IOM) is the leading intergovernmental organization in the field of migration and works closely with governments, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants. IOM Ethiopia works closely with the Government of Ethiopia (GoE) to improve migrant protection and assistance. It also supports the government in the fight against Trafficking in Persons (TiP) and smuggling of migrants (SoM) and promoting regular labour migration channels.

IOM Ethiopia, in collaboration with the Addis Ababa Bureau of Justice, established a victim hotline with a 6073 short code in Addis Ababa City. The initiative is financed under the project Improving the Protection of Internal and Transnational Victims of Trafficking in Ethiopia funded by the United States State Department Office to Monitor and Combat Trafficking in Persons (J/TIP). Through the project, IOM contributes to the Government of Ethiopias efforts to improve the identification and protection of victims of internal and transnational trafficking through a victim-centred and trauma-informed approach, with a focus on institutional capacity and assistance to male victims.

The victim hotline is intended to facilitate the referral, and protection of victims of trafficking and migrants in vulnerable situations in Addis Ababa. To this effect, governmental and non-governmental service providers have signed a memorandum of understanding to rescue, rehabilitate, refer, reintegrate, and provide legal aid to victims of trafficking and migrants exposed to violence, abuse, and exploitation in collaboration with the victim hotline. The toll-free hotline - 6073enables victims or third parties to report crimes related to trafficking, access information about overseas employment, seek legal advice, get referred to service providers as well as provide suggestions for strengthening counter-trafficking efforts.

The hotline has six operators who handle calls with the support of the Office of the Anti-trafficking and Smuggling Office within the Addis Ababa Bureau of Justice. As newly recruited operators, the staff requires comprehensive hotline management knowledge, skills, and experience to provide appropriate assistance to victims of trafficking and other migrants in vulnerable situations. Therefore, it is crucial to develop essential skills such as active listening, effective communication, safety assessment, risk evaluation, and trauma-informed care. It is also important for the operators to understand the legal framework surrounding human trafficking and migration in Ethiopia to provide ethical and procedural services. Building competencies, ensuring the well-being of operators, and maintaining services are other reasons to develop the capacity of the hotline staff members. IOM guidelines also emphasize the importance of good communication skills, and awareness of security and confidentiality for hotline management.

To this end, IOM plans to train the victim hotline operators to provide callers with accurate and up-to-date information as well as qualified assistance by using the IOM hotline management guide together with local training materials on local context and national legal frameworks. Specifically, the training will aim to:

Improve victim hotline operators knowledge of the national and local human trafficking context through exposure to current trends, routes, methods and legal frameworks.

Increase the rescue, screening, and referral of victims of trafficking through the hotline.

Enhance operators knowledge of prosecution, protection service providers and services, overseas employment opportunities, and basic legal advice.

Develop their communication skills by applying critical principles and expectations of different calls, including distressed, silent, and threatening calls, as well as calls from children or traffickers.

Enhance the safety and well-being of the hotline operators, service providers, and callers by employing strict data protection measures and stress management methods.

Practice and share relevant screening and referral tools.

Increase the data management of the hotline.

5. Organizational Department/Unit to which the consultant is contributing:

IOM EthiopiaProtection Unit

6. Category B Consultants: Tangible and measurable outputs of the work assignment

To complete this task, the consultancy is estimated to take up to 90 calendar (including non-working) days starting on the date of the signing of the contract.

In accordance with the following timetable, the consultant will

1. Deliverable One: Attend a kick-off meeting, to set expectations, identify risks to the timeline detail their proposed approach and produce a comprehensive training plan within one week of signing the contract. The plan should outline the planned approach, training content outline, and pre/post training questions to measure the knowledge acquired. The plan is to be validated by IOM for completion before the start of the development of the training package. A first instalment shall be made after the completion of the training plan and approval by the project manager.

2. Deliverable Two: Submit the full training package for hotline management within 40 calendar days after signing the contract and use the training package to deliver one training to victim hotline operators within 45 calendar days of signing the contract. The training package will tentatively be comprised of PowerPoint decks, additional learning resources, case studies, and a training handout. Also, Submit a draft hotline management handbook for review by IOM and relevant stakeholders within 60 calendar days of signing the contract. Payment shall be made after the submission of the first full training package, delivery of the training and draft hotline management handbook, and approval by the project manager.

3. Deliverable Three: After presenting the hotline management handbook at a validation workshop within 75 calendar days of signing the contract, the consultant will submit the final training and hotline management handbook, incorporating feedback from participants and IOM within 90- calendar days of signing the contract. Payment shall be made after the submission of the final and validated hotline management handbook and training package by the project manager.

Performance Indicators for the Evaluation of Results

Understanding the scope of the assignment

Professional competence and mastery of the subject matter of the consultancy

Written and verbal communication skills, including report writing.

Delivering Results consistent with the agreed terms of reference

Establishing and maintaining a relationship with stakeholders to understand needs and gain support.

Accurately judging the amount of time and resources needed to accomplish a task.

Identifying key issues and proposing solutions

Working effectively with people from varied cultures and backgrounds

Upholding and demonstrating the values of the IOM in the daily consultancy activities.

Required Qualifications and Experience

The specialist(s) should possess strong experience in the protection and assistance of migrants in vulnerable situations preferably in Ethiopia, especially in counter-trafficking, migrant smuggling, return and reintegration, sustainability strategy development, and capacity development. Preference will be given to individuals with proven relevant experience in undertaking a task of similar nature and magnitude, and shall have the following qualifications and experience:

Education:

University degree, preferably in social sciences, with a specialization in (Communications, Psychology, Law, Migration studies, Development studies, Human Rights) or equivalent training.

Other training in the areas of hotline/call center management.

Experience:

At least seven years of relevant professional experience

Experience in carrying out similar assignment in developing and delivering training (examples of previous work may be requested).

Familiarity with the local context of migration.

Extensive knowledge of the national, regional, and international migration context and Trafficking in Person Trends

Strong analytical skills with the ability to write and review technical documents/reports.

Demonstrated administrative, planning, organizational, and advisory skills.

Excellent verbal and written communication skills in English (required) and Amharic (required)

Values and Competencies

Values

• Inclusion and respect for diversity respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
• Integrity and transparency: maintain high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: demonstrates ability to work in a composed, competent, and committed manner and exercises careful judgment in meeting day-to-day challenges.

Courage: demonstrates willingness to take a stand on issues of importance.

Empathy: shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies behavioural indicators level 2

• Teamwork: develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results produces and delivers quality results in a service-oriented and timely manner; is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge continuously seeks to learn, share knowledge, and innovate.
• Accountability: takes ownership for achieving the Organizations priorities and assumes responsibility for own action and delegated work.
• Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring, and motivational way.

Other

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

Appointment will be subject to certification that the candidate is medically fit for appointment and verification of residency, visa and authorizations by the concerned Government, where applicable.

Only candidates residing in either the country of the duty station or from a location in a neighboring country that is within commuting distance of the duty station will be considered. In all cases, a prerequisite for taking up the position is legal residency in the country of the duty station, or in the neighboring country located within commuting distance, and work permit, as applicable.