Job Description

Deadline for Applications

October 28, 2025

Hardship Level (not applicable for home-based)

E (most hardship)

Family Type (not applicable for home-based)

Non Family

Staff Member / Affiliate Type

UNOPS LICA3

Target Start Date

2025-11-01

Terms of Reference

1- Updated Operational Context:

Iraq is currently at a turning point, leaving behind the effects of three decades of political turmoil and armed conflicts that deeply impacted its people. Since the end of large-scale military operations in 2017, Iraq has been experiencing relative stability and is advancing towards sustainable development. These developments notwithstanding, there remain protracted humanitarian and development needs.
Iraq generously hosts over 336,000 refugees and asylum-seekers, 90% of whom are Syrian and live in the Kurdistan Region of Iraq. Close to 83% of refugees in Iraq live in the Kurdistan Region of Iraq. Of these, some 32% live in nine refugee camps while the majority live in urban areas.
With the evolving situation in Syria, refugees and asylum-seekers in Iraq are closely following developments. In the first quarter of 2025, almost 12,000 Syrians returned home from Iraq, including 1,000 refugees registered with UNHCR. Overall, 12 percent of Syrian refugees in Iraq have expressed their intention to return home this year.
UNHCR works with the Government of Iraq and partners to support the access of refugees and asylum-seekers to protection and their inclusion in public services, such as education and healthcare, as well as their access to economic opportunities and in advancing solutions.
Iraq also has over 1 million internally displaced persons (IDPs). While the majority live in urban settings or informal settlements across the country, as of end March 2025, some 108,000 live in 20 IDP camps in the Kurdistan Region of Iraq. In early 2024, the Government of Iraq announced its intent to close the remaining IDPs camps in the Kurdistan Region of Iraq. While many IDPs hope to return to their homes at some point, many may be unable or unwilling to do so because of their specific profiles or the situation in their areas of origin. UNHCR supports the efforts of pursuing durable solutions for IDPs, including the closure of camps, as solutions, including voluntary return, local integration and relocation are available to IDPs, enabling them to make decisions on a voluntary and well-informed basis.
In the evolving context in Iraq, UNHCR has transitioned from a purely humanitarian response to a response that supports development approaches. UNHCR’s multi-year strategy 2025-2029, therefore envisions that forcibly displaced populations and stateless persons in Iraq have improved access to legal protection as well as full and inclusive access to quality basic and protection services in national systems as well as economic opportunities.

2. General Background :

As of October 2023, some 300,000 refugees and asylum seekers reside in Iraq. Most of the asylum-seekers are of Syrian nationality, while the remainder are nationals of Turkey, Iran, Sudan, and other countries in the region and beyond. Registration is a core component of UNHCR Protection mandate and used as a primary protection line for identification and data collection, recording specific needs, issuance of UNHCR certificates confirming an asylum seeker or refugee status with UNHCR. Registration activities are guided by UNHCR Iraq harmonized registration SOPs.

Baghdad Field Office: Baghdad FO covers Center and South with its 13 governorates of Anbar, Babylon, Baghdad, Diyala, Karbala, Kirkuk, Najaf, Salah Ad Din, Wasit, Basra, Missan, Muthanna, Thi Qar, and Qadissiyah. Center and South have a historic registration backlog, both the new registration and renewal/verification with majority of asylum seekers and refugees being Syrian and Palestinian nationals.

Renewals: Palestinian refugees comprise the largest group with expired certificates, the list of expired documents including that of Syrian continues to grow. There is also a tendency within the community to not proactively approach UNHCR, given that their government issued IDs (PC-MOI ID) cards provide them with effective protection and access to national services. New registration: Most new registration requests are from Syrian, Afghan, Kuwaiti Bidoon, Sudanese nationals. The C/S also has a large number of Syrians, in particular in Baghdad, who have expired documents.

The scheduling clerk will support in receiving and making calls, provide appropriate information and make referrals for Persons of Concern to relevant colleagues and units. The incumbent is supervised by a more senior staff within registration unit or as relevant in the same filed office. S/he receives regular guidance and instructions from the supervisor on procedural aspects of the work. As per specific instructions, the incumbent may be required to liaise with different offices and Units within the Operation to ensure effective delivery of services and achievement of objectives.

Registration activities in Baghdad field office are under direct implementation and supervision of UNHCR staff members. Registration units in Baghdad field office is managed by Registration/Protection officer or senior national registration/protection staff under the supervision of a protection officer. Registration focal points in field offices are in direct contact with the registration national supervision unit for all aspects of registration.

The incumbent of this UNOPS position, as scheduling and helpline clerk, will participate in registration activities for approximately 4000 asylum seeker/refugee households already registered (renewal) as well as the over 26000 households pending registration in Baghdad field office, covering all the Governorates in Center South.

3. Purpose and Scope of Assignment:

All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR’s core values of professionalism, integrity and respect for diversity.

Duties/responsibilities:
- Responsible for handling outgoing phone calls to schedule date/time and place for registration activities involving asylum seekers and refugee through dedicated line.
- Conduct follow-up on scheduling calls using protocols and referral databases in line with registration and protection officer’s prioritization list.
- Keeping information about persons of concern with confidentiality, display exemplary behavior in line with the UN code of conduct and multicultural tolerance.
- Ensure that all called asylum seekers and refugees receive an appropriate level of information to ensure they are referred to the right service and risk concerns are addressed.
- Make good appropriate use of resources, databases, and report back discrepancies in the system and to your supervisor on time.
- Participate in regular meetings such as staff meetings, debriefings as required.
- Provide a supportive, calm, and professional interaction with refugees and asylum seekers everyone accessing the Helpline via various communication channels.
- Assist in updating, maintaining, and expanding scheduling network.
- Report complaints from refugees, asylum seekers to your direct supervisor.
- Perform other registration tasks assigned by your supervisor.
- Perform other related duties as required.

4. Monitoring and Progress Controls:

- Schedule the required number of cases in need of new registration and/or continuous registration services.
- Scheduled cases or individuals are recorded in the scheduler database.
- Verification of family composition and related basic functions which will fall under responsibilities of the position.

5. Qualifications and Experience:

a. Education:
- Completion of Secondary Education.

b. Work Experience
- Minimum 3 years of previous relevant work experience.

Desirable:
- Basic Computer skills
- Experience working with humanitarian or development organizations, or experience in dealing with clients.

Language Requirements:
- Knowledge of English and Arabic

Required/Core Competencies:

- Teamwork & Collaboration
- Client & Result Orientation
- Technological awareness
- Planning and organizing
- Communication

7. Instructions for applications:

- Shortlisted candidates will be required to undergo a written test.
- When completing the application, candidates are required to list all of their language skills, including their mother tongue. The three broad levels are A1/A2 ("Basic User"), B1/B2 ("Independent User"), and C1/C2 ("Proficient User").
- Female candidates are strongly encouraged to apply.

8- Desirable:
- Good Computer skills
- DM-Data Management (Intermediate technical skills in MS-Excel).
- Experience in related field (Reception, Scheduling and Filling).
- Strong communication skills.
- Experience working with humanitarian or development organizations, and experience in dealing with client’s management software (CRM, ProGres, …) skills.