About the Organization
The International Organization for Migration (IOM) is a leading intergovernmental organization in the field of migration, established in 1951. The organization works closely with governments, international partners, and humanitarian organizations to promote humane and orderly migration worldwide.
IOM supports migrants and displaced populations through programs that improve protection, provide humanitarian assistance, and strengthen migration governance. The organization operates in more than 100 countries and plays a key role in responding to migration challenges and emergencies.
In Ethiopia, IOM works closely with government institutions and humanitarian partners to support internally displaced persons, migrants, and vulnerable communities. The organization implements programs that focus on protection, community resilience, humanitarian response, and accountability to affected populations.
One important component of IOM’s work is ensuring that communities affected by humanitarian crises have access to safe and transparent feedback mechanisms. Through Accountability to Affected Populations (AAP), IOM ensures that individuals can share feedback, complaints, and concerns related to humanitarian services.
The AAP Hotline Operator position plays an important role in maintaining communication between affected populations and humanitarian service providers. By managing hotline calls and documenting feedback, the role ensures that communities are heard and their concerns addressed.
Working with IOM offers an opportunity to contribute to meaningful humanitarian work while gaining valuable experience in migration management and emergency response. Employees and contractors benefit from exposure to international humanitarian standards and best practices.
The organization promotes diversity, inclusion, and equal opportunity within its workforce. Women and candidates from underrepresented groups are strongly encouraged to apply for positions within IOM.
This role is based in Addis Ababa and supports IOM’s country office operations. The position is offered under an affiliated contractor arrangement, allowing professionals to gain practical experience in humanitarian accountability systems.
Professionals working with IOM gain valuable experience collaborating with international experts and contributing to programs that directly impact vulnerable communities.
The organization values ethical conduct, transparency, and professionalism, ensuring that all staff and contractors work in accordance with humanitarian principles and international standards.
Job Description
The AAP Hotline Operator will support the operation of the hotline system by receiving and documenting complaints, feedback, and inquiries from affected populations. The role ensures that information is properly recorded and communicated to relevant teams for timely response.
The operator will work under the overall supervision of the National Programme Officer (MEAL) and the direct supervision of the Programme Associate responsible for Monitoring, Evaluation, Accountability, and Learning (MEAL).
This role focuses on improving communication and transparency between humanitarian organizations and communities receiving assistance.
Key responsibilities include:
• Receiving hotline calls and documenting complaints and feedback using designated templates or databases.
• Providing accurate and reliable information to callers regarding available humanitarian services and their rights.
• Ensuring confidentiality and protection of personal information during interactions with callers.
• Recording case details accurately and maintaining high-quality data in complaint and feedback management systems.
• Supporting case referrals and follow-ups to ensure timely responses to concerns raised by affected populations.
• Assisting in the dissemination of information materials and awareness campaigns related to humanitarian programs.
• Supporting the maintenance and expansion of hotline databases and networks.
• Collaborating with field offices and AAP focal points to ensure effective feedback mechanisms.
• Upholding humanitarian and protection principles in all interactions with communities.
The role requires strong listening skills and the ability to communicate clearly with individuals from diverse backgrounds.
By performing these responsibilities, the hotline operator contributes to accountability and transparency in humanitarian operations.
This role supports program monitoring and helps ensure that humanitarian services remain responsive to the needs of affected populations.
The position also offers opportunities to develop practical skills in community engagement, data management, and humanitarian communication systems.
Educational Qualification
Applicants must have at least a high school certificate or equivalent qualification.
Candidates with a college diploma or university degree in social sciences, humanities, or related fields will have an advantage.
Relevant academic backgrounds may include social work, sociology, community development, or related disciplines.
Educational qualifications that demonstrate an understanding of community engagement or humanitarian work will be beneficial.
Additional training in communication, humanitarian response, or monitoring and evaluation is also considered valuable.
Work Experience
Candidates with a university degree must have a minimum of one year of relevant experience.
Applicants with a college diploma should have at least three years of relevant professional experience.
Experience working with accountability to affected populations, community engagement, or humanitarian response programs is preferred.
Professional experience in managing hotline systems or handling community complaints and feedback mechanisms is considered an advantage.
Experience working with NGOs, humanitarian organizations, or development programs will strengthen the application.
Candidates with exposure to emergency or post-crisis humanitarian operations will be particularly well suited for this role.
Required Skills and Competencies
Applicants must demonstrate strong communication and interpersonal skills.
Key competencies include:
• Excellent listening and communication skills.
• Ability to manage complaints and feedback mechanisms effectively.
• Strong organizational and documentation abilities.
• Ability to maintain confidentiality and handle sensitive information responsibly.
• Proficiency in Microsoft Office applications, particularly Word and Excel.
• Ability to work collaboratively with teams and partners.
Fluency in Amharic is required for this role.
Candidates must also speak at least one additional Ethiopian language such as Tigrigna, Afan Oromo, or Somali.
Multilingual communication ability is considered a strong advantage.
Knowledge of humanitarian principles and protection standards is also important for this position.
The ability to interact respectfully with diverse communities and maintain professional conduct is essential.
Job Location
Addis Ababa, Ethiopia.
Employment Type and Salary
This position is offered under a consultancy contract as an affiliated contractor.
The initial contract duration is six months and may extend up to eleven months depending on operational needs.
The role is classified at grade UG3 under IOM’s affiliated contractor structure.
Contractors are covered under IOM’s Compensation Plan for occupational accidents and illnesses during the contract period.
However, contractors must arrange their own medical insurance for non-occupational illness or accidents.
Working with IOM provides valuable professional experience in humanitarian accountability systems and emergency response operations.
The position offers an opportunity to gain international work exposure and strengthen career prospects within humanitarian and development sectors.
How to Apply
Interested candidates must submit their applications through the official IOM e-recruitment system.
Applicants should ensure that all information provided in the application is accurate and complete.
Scanned academic certificates and additional attachments are not required at the initial application stage.
Candidates should carefully complete the online application form through the official recruitment portal.
The application deadline for this position is 10 March 2026.
Late applications will not be accepted under any circumstances.
Only shortlisted candidates will be contacted for further recruitment steps.
Any job offer will be subject to funding confirmation, medical fitness certification, and completion of administrative requirements.
The International Organization for Migration maintains a zero-tolerance policy toward sexual exploitation, abuse, harassment, and discrimination.
Women and candidates from underrepresented groups are strongly encouraged to apply.
This opportunity offers a chance to contribute to humanitarian accountability efforts while supporting vulnerable communities and strengthening migration-related services in Ethiopia.