Background/IRC Summary: 

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to affected people. At work today in over 40 countries and 22 U.S. cities, we restore dignity and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home. 

IRC has been working in Pakistan for approximately 40 years, leading and delivering large, sophisticated programs to meet the needs in health, education, safeguarding, environmental health and livelihoods for displaced, poor and disaster affected communities. IRC works in partnership with local government and non-governmental organizations and is currently working across the country. 

Job Overview/Summary:

The Integrated Protection Services for communities in Pakistan project aim to enhance the safety, dignity, and well-being of Afghan refugees and host communities in two districts of KP, Haripur and Nowshera. It focuses on multi-sectoral integrated program delivery providing quality protection, GBV, SRH, and MHPSS services, alongside climate-resilient, livelihoods, youth engagement, and social cohesion initiatives. The project adopts a participatory, inclusive approach to address vulnerabilities and promote sustainable development. The Information Desk Officer under direct supervision of project manager serves as the first point of contact for patients, visitors, and staff. The role involves providing accurate information, guidance, and assistance while ensuring a welcoming and professional environment. The officer will play a vital role in promoting access to integrated protection, MHPSS, GBV, SRH, and livelihood services by ensuring accurate information sharing, timely referrals, and community feedback in both refugee and host community settings.

Key Responsibilities:

The Information Desk Officer will have to provide facilitation to the Communities through the information desk, by providing required information and assistance to reach the actual need of the community, providing information and disseminate the project objectives and to mainstream the referral mechanism through referral directory, identify and refer the vulnerable to the case workers to assist and facilitate the client through case management mechanism.

The responsibilities include but are not limited to:

• Be present at the facilitation point (where desk is placed) and keep all the necessary documentation, including IEC materials, referral directory, referral form, data collection forms.
• Keeping logs of all provided assistance and maintaining all the records provided at the help desk.
• Maintaining and reporting the daily progress and record to HO.
• Maintaining the daily record in hard & soft and update in a file of the Information Desk at district office.
• Keep the data safe and secure and follow the protection data guidelines as provided by IRC.
• Ensure the coordination with the referral organization for referral mechanism and case referral.
• Regularly update referral directories and service mapping in collaboration with case workers and protection staff to ensure accurate and current information is available to clients.
• Close coordination with protection case workers (including GBV/CP) and refer cases when needed and keeping follow-ups for client satisfaction.
• Maintain regular updates on public events such as medical camps, vaccination drives, mobile outreach, and community awareness sessions. Relocate the help desk as needed to serve as a mobile information point and disseminate timely, relevant information on available integrated services.
• Keep updates on the public events such as medical camps, seminars vaccination campaigns and move the help desk to the point as mobile desk and disseminate the information to the community.
• Facilitate monitoring teams and provide the necessary information if needed.
• Generate weekly and monthly progress/provided information and share with supervisors when needed.
• Collect community feedback and concerns at the desk level, ensuring these are documented and referred appropriately in line with IRC’s Accountability to Affected Populations (AAP) approach.
• Attend the training provided by IRC for capacity building.
• Provide support to project staff in case management, referral mechanism and follow-up of case referral.
• Perform other duties as required by the line manager.

Key Working Relationships

Position Reports to: District Manager

Position directly supervises: None

Other Internal and/or external contacts: Project Manager, Program Officer, field team External: Communities, service providers

Job Requirements

A. Education

Intermediate (required), bachelor’s degree preferred. Candidates must demonstrate strong communication and interpersonal skills, with knowledge of local service providers and public departments at the district level. 

B. Work Experience:

• Minimum 2 years of work experience in the field of humanitarian project/social development sector.
• Practicing experience in communication, social mobilization.
• Excellent written (English and Urdu) and oral communication skills, including facilitation and cross-cultural communication.
• Proficiency in basic computer applications (e.g., MS Office, email).
• Ability to handle stressful situations and manage multiple tasks effectively.

Language Skills:

Proficient in verbal and written communication in English, Urdu, and Pashto is desirable.

The IRC Core Values and Commitments.

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity Anti-Retaliation and Combating Trafficking in Persons. IRC is committed to ensuring that IRC staff are suitable to work with children and have the knowledge to uphold and abide by the IRC’s Child Safeguarding Policy. IRC ensures that its staff must actively practice roles and responsibilities related to client responsiveness, accountability to people in affected communities and must have competencies to solicit and listen to feedback and other’s perspectives, responds to feedback with maturity and sensitivity and takes appropriate decisions and makes changes to behavior or actions in response to feedback. IRC recognizes that gender equality is fundamental to the achievement of our organizational mission. As such, IRC is committed to the promotion of gender equality in all aspects of our operations and programs. Our organizational policies, procedures and actions demonstrate this commitment.  

Women candidates, minorities and persons with disability are highly encouraged to apply.