Helpdesk Facilitators-5

The International Rescue Committee (IRC) is a global humanitarian organization dedicated to responding to the world’s most severe crises by restoring health, safety, education, economic wellbeing, and empowerment to communities affected by conflict and disaster. Established in 1933, the IRC operates in over 40 countries and 29 U.S. cities, helping millions of people rebuild their lives with dignity and hope. We are seeking a passionate and solutions-oriented Helpdesk Facilitator to join our team and contribute to improving the lives of vulnerable populations by providing accurate, timely, and people-centered information through the Information Helpdesk.

Key Responsibilities:
- Operate the Information Helpdesk, delivering clear, verified, and accessible information to community members regarding available services.
- Listen attentively to clients’ queries, understand their needs, and provide accurate information based on up-to-date sources.
- Share information on health, protection, education, livelihoods, social protection, civil documentation, and other relevant services.
- Maintain comprehensive knowledge of service eligibility, procedures, locations, contact details, and referral pathways.
- Collaborate with IRC teams, government departments, service providers, and stakeholders to verify and update the Helpdesk directory.
- Facilitate appropriate referrals following established protocols while respecting client confidentiality and choices.
- Identify information gaps, emerging concerns, misinformation, and barriers to service access, reporting these to supervisors and teams.
- Support community members in navigating services without making decisions on their behalf or raising unrealistic expectations.
- Accurately document Helpdesk interactions, referrals, feedback, and other data using approved management information systems.
- Ensure confidentiality and data protection in handling client information, adhering to IRC protocols.
- Recognize protection and safeguarding concerns, escalating cases as per established procedures and connecting clients to caseworkers.
- Maintain professional, respectful, culturally sensitive communication and uphold client dignity at all times.
- Assist with outreach, awareness campaigns, field visits, and community consultations to assess evolving information needs.
- Participate in coordination meetings, trainings, and capacity-building activities to enhance service delivery.
- Safeguard Helpdesk assets and follow all IRC policies and project-specific guidelines throughout the assignment.

Required Qualifications:
- Bachelor’s degree in social sciences, development studies, public administration, social work, communications, or a related field.
- 1–2 years of relevant experience in community engagement, information provision, helpdesk operations, protection, humanitarian programming, or customer service.
- Direct experience working with communities and responding to individual information needs.
- Familiarity with data collection, documentation, and use of digital data or MIS systems is advantageous.
- Knowledge of local services, government systems, humanitarian assistance, and referral mechanisms preferred.
- Experience working with vulnerable or displaced populations is a plus.

Preferred Qualifications and Skills:
- Strong interpersonal and communication skills with the ability to engage respectfully with diverse populations.
- Fluency in English and Urdu, with knowledge of local languages such as Pashto, Hindko, or Khowar preferred.
- Ability to listen actively, verify information, maintain confidentiality, and apply client-centered approaches.
- Competence in recognizing protection issues and following referral procedures.
- Proficiency in Microsoft Office applications, especially Word and Excel.
- Previous experience in community helpdesks or client-facing roles within humanitarian or development contexts.
- Understanding of protection principles, safe referrals, and confidentiality.
- Good organizational skills, ability to manage multiple tasks, and willingness to travel to field locations.
- Ability to work independently and collaboratively within a multidisciplinary team.

Interviews will be conducted on a rolling basis, and only shortlisted candidates will be contacted. All IRC employees are expected to uphold the organization’s core values of Integrity, Service, Equality, and Accountability, adhering to professional standards and safeguarding policies to ensure a safe and respectful working environment.