Overview
The Helpdesk Facilitator will operate an Information Helpdesk, providing accurate and timely information to community members on available services and support referrals. The role involves documenting interactions, ensuring client confidentiality, and collaborating with various stakeholders.
Key Responsibilities
- Operate the Information Helpdesk.
- Respond to information requests and provide verified information on services.
- Support referrals to relevant services.
- Document interactions and feedback.
- Maintain up-to-date knowledge of services and referral pathways.
- Coordinate with IRC teams, government departments, and service providers.
- Identify information gaps and emerging concerns.
- Record Helpdesk interactions and client data.
- Ensure client confidentiality and data protection.
- Recognize and escalate protection concerns.
- Support outreach and awareness-raising activities.
- Participate in community consultations and assessments.
- Share contextual knowledge and community feedback.
- Participate in coordination meetings and trainings.
- Ensure the safety and security of Helpdesk assets.
Required Experience
At least 1–2 years of relevant experience in community engagement, information provision, helpdesk operations, protection, humanitarian programming, customer service or a related field. Experience working directly with communities and responding to individual information needs. Experience in data collection, documentation and/or use of digital data collection or MIS systems would be an advantage. Knowledge of local services, government systems, humanitarian assistance and referral mechanisms is preferred. Previous experience working with vulnerable or displaced communities is preferred.
Qualifications
Bachelor's degree in social sciences, development studies, public administration, social work, communications, or related field.
