Receptionist - TRI127 - UNOPS - G3/LICA-3 - JR2552420 - Tripoli, Lebanon

OPERATIONAL CONTEXT
The Receptionist plays a critical role in facilitating the effective delivery of UNHCR services at the Tripoli Reception Center, one of the four decentralized Reception Centers (RCs) in the country. These centers serve as primary points of engagement with forcibly displaced, operating between 7:30 am and 4:30 pm, with flexibility to extend hours as operational needs dictate. The Receptionist ensures that the reception area functions smoothly and equitably, prioritizing a welcoming and respectful environment for all individuals seeking assistance.

Key responsibilities include managing the orderly entry of forcibly displaced, identifying and prioritizing individuals with specific protection needs, and collaborating with the reception supervisor and security team to uphold a safe and efficient environment. The Receptionist also manages record-keeping and document scanning in line with UNHCR’s digitization Standard Operating Procedures (SOPs). They serve as the first point of contact for counseling queries related to rights and procedures and play a vital role in accurately scheduling appointments within the identity management database.

In addition to operational support, the Receptionist contributes to clearing filing backlogs, maintaining digital archives, and ensuring proper documentation organization. They proactively refer cases requiring specialized attention through established pathways and report observed trends, challenges, or incidents to supervisors. A commitment to integrity and accountability is essential, as the role supports UNHCR's efforts to prevent and report fraud.

Through open communication with colleagues and collaboration with various stakeholders, the Receptionist ensures that UNHCR services are delivered effectively, equitably, and in alignment with protection principles and organizational objectives.

The Receptionist will assist in organizing and coordinating the reception area of UNHCR Office. The incumbent has no supervisory role and will always function under the direct supervision of a (Senior) Associate or an Officer who is required to monitor the performance of the incumbent and provide regular guidance.

The incumbent will have internal contacts within UNHCR with staff members and focal points from different units and with external parties for exchange of information and reception of visitors.

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
- Visitors and persons of concern have a full and fair access to UNHCR staff and services while approaching the reception for different purposes and their privacy is respected.
- Receive, screen and assist visitors/clients and escorts them to responsible officer concerned. Adopt tactful attitude to inform and convince interlocutors to accept unforeseen situations, such as waiting longer than expected, meet with a different officer than expected or accepting the cancellation of an appointment.
- Answer to incoming calls and transfer calls to concerned officer and/or take messages or provide general information, understanding the importance and the confidentiality of the issues treated.
- Receive and transmit verbal and written messages to appropriate officer/office/Unit/Department.
- Record the incoming and outgoing mail and manage internal courier distribution, as appropriate. Register/keep records of visitors/clients, as requested.
- Utilise office equipment (telephone, fax, radio, computer¿) when necessary.
- Perform any other clerical duty that may be required.
- Identify which individuals or groups to be prioritized at the reception based on vulnerability and other criteria specified by the supervisor.
- Decide on information contained in the weekly and daily reports submitted to the supervisor.

- Support the identification and management of risks and seek to seize opportunities impacting objectives in the area of responsibility. Ensure decision making in risk based in the functional area of work. Raise risks, issues and concerns to a supervisor or to relevant functional colleague(s).
- Perform other related duties as required.