Receive calls and act as the primary point of contact between caller and ICRC. Distinguish between calls that can be dealt with directly and others that require routing to the appropriate department. Record the details of each contact with callers/message senders and ensure that the information received is classified into pre-determined reference categories. Ensure that callers receive a timely response to their queries and forward exchanges with callers for follow-up when necessary. Compile, organize, analyze, and disaggregate data to produce regular reports. Implement requests from other departments for surveys, outgoing calls, or verification of information. Contribute to an effective internal communication and information sharing.

Receive calls and messages from beneficiaries and other calls related to IOM. Handle calls in a timely and professional manner in line with the CFM guidelines and SOPs. Process cases (calls and messages) including translating, logging, referring, tracking progress and finally providing callers with responses when necessary (from point of first contact to resolution). Receive calls and messages from beneficiaries and other affected populations and provide clear information about IOM’s programming. Manage sensitive complaints/feedback in line with the AAP internal SOP and “do no harm principles”. Follow up on complaints and queries with the Programme and Finance teams. Provide accessible and timely information on organizational procedures, structures and processes that may impact communities to support informed decisions and engage communities in dialogue as part of information provision (outgoing calls when required). Assist in the implementation of AAP activities in the mission. Perform such other duties as may be assigned.