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 those affected by conflict and disaster. Established in 1933, IRC operates in over 40 countries and 29 U.S. cities, helping millions of people rebuild their lives and communities. We are seeking a Helpdesk Facilitator who will manage the daily operations of the Information Helpdesk, providing accurate, timely, and people-centered information to community members. Reporting to the District Manager/Protection Officer, the Helpdesk Facilitator will respond to information requests, support referrals, document interactions, and ensure respectful and confidential treatment of all individuals seeking assistance. This role involves close collaboration with IRC teams, service providers, and stakeholders to maintain updated information and guide community members to appropriate services.

Key Responsibilities:
- Operate the Information Helpdesk, delivering accurate and accessible information to community members.
- Listen attentively to clients’ needs, providing clear and verified information based on up-to-date sources.
- Share information on services including health, protection, education, livelihoods, social protection, civil documentation, and other relevant assistance.
- Maintain current knowledge of service availability, eligibility, procedures, locations, contacts, and referral pathways.
- Coordinate with IRC teams, government departments, and service providers to verify and update Helpdesk information.
- Facilitate appropriate referrals following established protocols while respecting client confidentiality and choice.
- Identify information gaps, common questions, emerging concerns, and barriers to access, sharing insights with supervisors and teams.
- Support clients in navigating services without making decisions for them or raising unrealistic expectations.
- Accurately record Helpdesk interactions, referrals, and feedback using approved data management systems.
- Handle all client information confidentially, adhering to IRC data protection and information security standards.
- Recognize protection and safeguarding concerns, following escalation and referral procedures to connect clients with caseworkers.
- Ensure information provision does not expose clients to risks related to protection, safety, discrimination, or stigma.
- Maintain professional boundaries and communicate respectfully, sensitively, and without discrimination.
- Support outreach, awareness campaigns, field visits, and community consultations to assess information needs and barriers.
- Share community feedback, lessons learned, and contextual knowledge with relevant IRC teams.
- Participate in coordination meetings, trainings, and capacity-building activities.
- Safeguard Helpdesk documents, equipment, and assets.
- Follow IRC policies, procedures, and project-specific guidelines throughout the assignment.

Required Qualifications:
- Bachelor’s degree in social sciences, development studies, public administration, social work, communications, or related fields.
- 1–2 years of relevant experience in community engagement, helpdesk operations, protection, humanitarian programming, or customer service.
- Experience working directly with communities and responding to individual information needs.
- Familiarity with data collection, documentation, and digital data or MIS systems is advantageous.
- Knowledge of local services, government systems, humanitarian assistance, and referral mechanisms preferred.
- Experience with vulnerable or displaced communities 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 additional local languages such as Pashto, Hindko, or Khowar preferred.
- Ability to listen actively, verify information, and communicate clearly and accurately.
- Understanding of client-centered approaches and confidentiality principles.
- Competence in recognizing protection concerns and following referral procedures.
- Proficiency in Microsoft Office applications, especially Word and Excel.
- Previous experience in community helpdesks or information centers is desirable.
- Knowledge of local government services, civil documentation, social protection, health, and protection services.
- Experience in humanitarian or development settings and use of digital data platforms preferred.
- Strong organizational, time-management, and problem-solving skills.
- Willingness to travel to field locations and engage in community-facing activities.
- Ability to work independently and collaboratively within multidisciplinary teams.

Candidates should note that interviews will be conducted on a rolling basis, and only shortlisted applicants 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.