Protection Assistant (Helpdesk)

The Danish Refugee Council (DRC), one of the world’s leading NGOs, with a focus on responding to displacement, have been registered in Sudan since 2004, delivering life-saving programming in protection, emergency response, shelter, food security and livelihoods, disaster risk reduction, camp management, and humanitarian mine action. DRC has implemented projects in Central Darfur, South Kordofan, Gedaref, Port Sudan, and White Nile. Sudan hosts one of the largest displaced populations in Africa, with over 3.7 million internally displaced people and over 1.1 million refugees from South Sudan, Ethiopia, Eritrea, Central African Republic, Chad, Yemen and Syria. Against a background of political crisis, Sudan faces economic and social turmoil, with sharp increases in food and energy costs, further exacerbated by disease outbreaks and ongoing conflict.

POSITION PROFILE

The Protection Assistant will support the daily functioning of the Protection Helpdesk, acting as a first point of contact for people of concern seeking information, assistance, or referrals. The role focuses on intake, identification of protection risks, appropriate referral, and follow-up, ensuring that cases are handled in line with protection principles, confidentiality, and accountability standards.

DUTIES & RESPONSIBILITIES

Program Implementation

• Provide community-facing support at the Helpdesk, welcoming and receiving individuals who approach for assistance.
• Record and manage inquiries using established forms and tools.
• Share information with individuals on available services and rights in a clear and respectful manner.
• Contribute to updating and maintaining service mapping of available assistance and referral pathways.
• Identify protection concerns and needs raised at the Helpdesk.
• Facilitate safe and appropriate referrals to internal and external service providers.
• Ensure referrals are done in line with agreed procedures, with attention to confidentiality and informed consent.
• Support awareness-raising and information dissemination activities related to protection and available services.
• Help ensure the Helpdesk is accessible to diverse community members, including persons with disabilities.
• Perform any other duties as requested by the Protection Manager

Monitoring & Reporting

• Maintain accurate and timely records of cases and referrals through Helpdesk tracking tools.
• Support the Protection team in compiling information on trends, gaps, and challenges emerging from Helpdesk activities.
• Support the preparation and submission of weekly and monthly updates.
• Assist in organizing and filing documentation in line with data protection standards
• Contribute to regular reporting as required.

Operations & Administrative support

• Follow up on basic logistical or supply needs for the functioning of the Helpdesk (stationery, visibility, accessibility materials, etc.).

SKILLS AND EXPERIENCES

• Minimum 1 year of experience in protection, social work, or humanitarian assistance.
• Experience in community support, referrals, or client-facing roles is an asset.
• Ability to maintain confidentiality, respect, non-discrimination, safety and inclusion of all cases at all times
• Excellent communication and psychosocial first aid skills
• Good interpersonal and problem-solving skills, creativity and flexibility
• Comfortable in a multi-cultural environment, flexible and able to handle pressure well
• Computer literacy (Microsoft Word and Excel)
• Ability to work flexible hours in challenging environments
• Previous experience in international organizations and humanitarian settings is a plus.
• Preference will be given to candidates with experience in Darfur and/or other local contexts.
• Commitment to safeguarding and PSEA standards.

EDUCATIONAL QUALIFICATIONS

Bachelor’s degree in social sciences, law, psychology, humanitarian studies, or related field.

LANGUAGES

• Ability to communicate and write clearly in English and Arabic

ALL EMPLOYEES ARE EXPECTED TO DEMONSTRATE DRC FIVE CORE COMPETENCIES

• Striving for excellence: You focus on achieving results while maintaining efficient processes.
• Collaborating: You engage with relevant stakeholders and encourage constructive feedback.
• Taking the lead: You take ownership of tasks and are open to innovation.
• Communicating: You are clear, concise, and respectful in your communication.
• Demonstrating integrity: You uphold and promote the highest ethical standards and DRC's Code of Conduct.

POSITION DETAILS

• Type of contract: National
• Contract Length: 6 Months
• Band: I Non-Management
• Duty station: Tawila – Central Darfur
• Start date: As soon as possible
• Closing Date for Application: 12 Oct 2025

Salary and conditions will be in accordance with Danish Refugee Council’s Terms of Employment for national employees.

WHAT WE OFFER

1. Two Bonuses (during two Eid festivals)
2. Relocation Allowance
3. National Social Insurance
4. Medical Insurance Allowance
5. Excellent Working Environment and Opportunity for Growth
6. Various Learning and Development Platforms

APPLICATION PROCESS

1. Applications must be submitted through the mentioned link on the page by clicking on Apply Button.
2. All applicants must send a cover letter along with an updated CV (we encourage CV no longer than four pages) in English.
3. Mentioning three referees' details of your present supervisor and HR along with past employment supervisor with CV.

Note: Applications sent by email will not be considered. In addition, DRC doesn’t charge any fee for any of its recruitment process & believes in equal opportunity in employment regardless.

If you have questions, you can visit our FAQ page.

For further information about the Danish Refugee Council, please consult our website: www.drc.ngo.

Gender Equality: DRC is committed to achieving gender parity in staffing at all levels. In light of this, female candidates are particularly encouraged to apply to bridge the gender gap.

Equal Opportunities: DRC is an equal-opportunity employer. We value diversity and we are committed to creating an inclusive environment based on mutual respect for all employees. We do not discriminate on the basis of age, sex, disability status, religion, ethnic origin, color, race,

marital status, or other protected characteristics.

***FRAUD ALERT***

It has been brought to the attention of the Danish Refugee Council (DRC) that there have been instances of fraudulent job offers, purporting to be from DRC in Sudan. These offers reportedly concern fraudulent employment opportunities to applicants asking for money. DRC would like to stipulate that the organization never charges or accepts any money from job seekers during the recruitment process. DRC recommends that you do not respond to unsolicited offers of employment.