SafeLine Operator & Case Manager

About the role

The SafeLine Operator & Case Manager will support UNFPA’s nationwide SafeLine hotline in Syria, providing timely information, referrals and case management for vulnerable women and girls. This position contributes to Accountability to Affected Populations (AAP) and Protection from Sexual Exploitation and Abuse (PSEA) by strengthening two‑way communication between communities and humanitarian actors.

Key responsibilities

• Operate the SafeLine hotline daily, answering calls and delivering accurate humanitarian service information.
• Provide referrals to appropriate health, protection and social services.
• Engage with volunteer groups and partners to promote community outreach and follow‑up.
• Track, classify and analyse rumors, escalating high‑risk cases for rapid response.
• Prepare analytical dashboards, trend reports and data visualisations for decision‑making.
• Maintain up‑to‑date service maps, referral pathways and partner contact lists.
• Support trainings, meetings and capacity‑building activities on AAP and PSEA.

Required profile

• Bachelor’s degree in humanitarian affairs, human rights, social sciences, law, development studies or related field.
• Minimum 7 years of experience in humanitarian response, protection, safeguarding or accountability mechanisms.
• Proven experience with community feedback systems and confidential data handling.
• Strong analytical, coordination and reporting abilities.
• Understanding of humanitarian coordination structures; MENA experience is an asset.
• Fluency in Arabic, English and Kurdish.

Required skills

• Information management and data analysis.
• Confidential case handling.
• Multi‑language communication.

What we offer

• One‑time entry lump sum of USD 350.
• Monthly Volunteer Living Allowance of USD 1,287.18.
• Danger and Hardship Differential based on duty‑station classification.
• Free access to UNV learning and career development resources.