VN 018-GN10-2026 -Call Centre Assistant – Complaints and Feedback Mechanism (CFM)

Introduction

Established in 1951, IOM is a Related Organization of the United Nations and the leading UN agency in the field of migration. Working closely with governmental, intergovernmental and non-governmental partners, IOM promotes humane and orderly migration for the benefit of all. It saves lives and protects people on the move, drives solutions to displacement, and facilitates pathways for regular migration, while providing services and advice to governments and migrants. 

IOM is committed to fostering a respectful, inclusive and supportive workplace where all employees can thrive professionally and feel valued. By creating such an environment, IOM aims to better harness the full potential of migration and strengthen its support to people on the move.

IOM invites candidates from diverse backgrounds to apply and provides reasonable accommodation throughout the recruitment process when required. Learn more about IOM’s workplace culture at IOM workplace culture | International Organization for Migration

Applications are welcome from internal and external candidates. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process. For the purpose of this vacancy, internal and internal-equivalent candidates are considered as first-tier candidates.

Organizational Context and Scope

Since April 2017, the International Organization for Migration, in collaboration with the European Union and the Government of Guinea, has been implementing a programme aimed at assisting migrants through protection, return and reintegration, while strengthening migration governance. In September 2022, a new phase of this programme was launched under the name Migrant Protection, Return and Reintegration (MPRR), which is currently ongoing.

This programme, implemented across 16 countries in West and Central Africa, aims to provide assistance to stranded migrants along the Mediterranean route in terms of protection, return, and reintegration into their countries of origin. In Guinea, the programme is implemented nationwide and has supported nearly 30,000 migrants to date, including 15% women. As part of programme implementation, IOM promotes accountability to affected populations (AAP) through established Complaints and Feedback Mechanisms (CFM), including a call centre, beneficiary reception channels and other feedback mechanisms. These channels enable beneficiaries to submit complaints, requests for information, suggestions and feedback in a safe and confidential manner.

Required Qualifications and Experience

Education

• Bachelor’s degree in Social Sciences, Communication, Management, Psychology, Social Work, Community Development, or a related field from an accredited academic