Receptionist (Helpline) UNOPS




. Define the role of the position within the team, describing its leadership role, if any, it’s external/internal work relationships or contacts, the contextual environment in which it operates and the scope of supervision received, and where applicable, exercised by the incumbent.

There are currently over 1 million Syrian refugees registered with UNHCR in Lebanon, which makes Lebanon the highest refugee-hosting country per capita in the world. There are no approved camps in the country and refugees are spread over 2,125 communities and locations across the country. The refugee response is led by the Government and local actors, supported by the international community. As the designated lead agency in the refugee response, UNHCR has established a sector-based structure in Beirut and in the field to support the Government.

The structure brings together more than 100 UN agencies, national and international NGO partners in identifying and agreeing on the strategic priorities to address the needs of Syrian refugees and other affected populations. The Lebanon national response falls under the Regional Refugee and Resilience Plan (3RP), whereby UNHCR guides the refugee response while UNDP facilitates the resilience and stabilization component.

Through inter-agency coordination mechanisms, 9 sectors have been established in Lebanon, with UNHCR leading or co-leading the Protection, Basic Assistance, Shelter, and Health sectors. UNHCR is also providing information management support to all. The Office has grown substantially in the past years. Aside from the Branch Office in the capital city of Beirut, UNHCR has two sub-offices in Zahle and Tripoli and two field offices in Mt Lebanon, Tyr (South), and one field unit in Qobayat under the Tripoli Sub-Office

The Receptionist is a member of the Helpline team in the Registration unit. S/he will be primarily responsible for responding to telephone-based queries on the UNHCR Helpline, including making appointments, providing general information to Persons of Concern (PoCs) on assistance and services available, answering questions from PoCs on the status of their cases, and referring cases of protection emergencies to the relevant staff member. She/he may also assist occasionally in face to face counseling with refugees at the UNHCR Reception Center.

She/he will report directly to the Help Line supervisor, under the overall guidance of the Associate Registration Officer and Protection Officer


Focusing on the deliverables and the achievements expected from the job, describe the functions to be performed by the incumbent of the position. Describe also the engagement and the degree of relationships with clients/partners, and the impact of actions.

Accountability (key results that will be achieved)


  • Persons of concern are able to make appointments with the UNHCR Reception Center in a timely and efficient manner;
  • Persons of concern are given accurate information on services and assistance available in Beirut/Mount Lebanon;
  • Persons of concern have access to UNHCR staff to express issues, concerns, etc.
Responsibility,(process and functions undertaken to achieve results)
  • Respond to the Help Line calls in a kind, helpful, and professional manner;
  • Remain abreast of all information and updates on assistance/services to refugees. Provide accurate information to refugees when they call requesting information;
  • Utilize UNHCR tools to enable refugees to make appointments at the reception center, update bio- data, etc.;
  • Refer cases to protection colleagues for assistance, as needed;
  • Answer and respond immediately to emergency calls received on the Help Line, including collecting relevant information and forwarding to the appropriate colleague for assistance;
  • Provide basic counseling to refugees;
  • Make outbound calls to refugees as needed to schedule appointments, collect information, participate in emerging exercises, etc.;
  • Provide face to face counseling and information dissemination periodically at the UNHCR reception center;
  • Any other tasks, as required.


which illustrate behaviours that are essential to achieving deliverables described above, and that are critical to successful performance. All jobs require the staff to abide to the Values and Core competencies of UNHCR.

Code Cross-Functional Competencies
  X001      Analytical Thinking
  X002      Innovation and Creativity
  X003      Technological Awareness
  X004      Negotiation and Conflict Resolution
  X005      Planning and Organizing
  X006      Policy Development and Research
  X007      Political Awareness
  X008      Stakeholder Management
  X009      Change Capability and Adaptability


Define the educational background, the relevant job experience and the language(s) that are essential to perform the work of the position.

  • Secondary Education.
  • Fluency in Arabic and good English language skills.
  • Basic computer literacy.


Describe any experience or knowledge that would be an asset, such as: UNHCR Learning Programmes, other training, additional languages, Field/HQs experience, etc.

  • Interest in humanitarian work and refugee issues
  • Strong interpersonal skill
  • Cultural and gender awareness
  • Ability to work effectively under stress and in difficult situations



Only short-listed candidates will be contacted.  UNHCR does not charge a fee at any stage of the recruitment process (application, interview meeting, processing, training or any other fees). UNHCR strongly encourage qualified female applicants for this position. Shortlisted candidates may be required to sit for written test and/or oral interview


  • Job Title: Receptionist (Helpline)
  • Location: Mount Lebanon
  • Position Number: MTL057
  • Type of Contract: UNOPS
  • Grade: G3
  • Supervisor Position, Title & Grade: Associate Registration Officer, P2
  • Deadline for applications: 2018-05-27