Trainer on Capacity Building for Hotline Operators

Position Title: Trainer on Capacity Building for Hotline Operators Duty Station: Bishkek, Kyrgyzstan (hybrid mode based on the needs) Type of Appointment: Consultancy, Category B, deliverables based Duration of Consultancy: September 15, 2026 – November 30, 2026 (12 working days) Closing Date: 03 September 2026, 11:59 PM Bishkek time Introduction Established in 1951, IOM is a Related Organization of the United Nations and the leading UN agency in the field of migration. Working closely with governmental, intergovernmental and non-governmental partners, IOM promotes humane and orderly migration for the benefit of all. It saves lives and protects people on the move, drives solutions to displacement, and facilitates pathways for regular migration, while providing services and advice to governments and migrants. IOM is committed to fostering a respectful, inclusive and supportive workplace where all employees can thrive professionally and feel valued. By creating such an environment, IOM aims to better harness the full potential of migration and strengthen its support to people on the move. IOM invites candidates from diverse backgrounds to apply and provides reasonable accommodation throughout the recruitment process when required. Learn more about IOM’s workplace culture at IOM workplace culture | International Organization for Migration . Project Context and Scope ‘Central Asia Safe Migration’ project aims to reduce migrants’ vulnerability to exploitation, recruitment fraud, and unsafe migration, while supporting sustainable reintegration for returning migrants across Central Asia. It adopts a comprehensive, rights-based approach across the migration cycle, working with governments, service providers, and stakeholders. The project aims to address the challenges faced by nationals from Kazakhstan, Kyrgyzstan, Tajikistan and Uzbekistan engaged in labour migration to the United Kingdom under the UK Seasonal Workers Scheme (SWS). These include migrant workers preparing to travel under the SWS, migrants currently engaged in seasonal work, and returning migrants receiving reintegration support. Project beneficiaries will gain improved access to accurate, timely, and gender-sensitive information on safe migration, recruitment practices, rights and obligations, and available support services. Returning migrants will additionally benefit from financial literacy training, business development support, and small grants to support sustainable livelihoods. Organizational Department / Unit to which the Consultant is contributing Mobility Pathways Unit, ‘Central Asia Safe Migration FY 26/27’ project, LM0667. Nature of the consultancy The Center for Employment Abroad under the Ministry of Labour, Social Protection and Migration of the Kyrgyz Republic provides online, in-person, and WhatsApp consultations for citizens participating in the UK’s Seasonal Worker Scheme (SWS). IOM Kyrgyzstan provides technical support to the Center for Employment Abroad in strengthening capacity of hotline operators. The hotline operators play a key role in delivering accurate information, guiding migrants through official processes, and helping prevent exploitation and scams. However, consultations often involve complex situations, including distressed, conflictual, or rude inquirers. Strengthening the operators’ technical skills, communication abilities, and adherence to the Migrant Consultation Protocol will improve service quality and ensure migrants receive effective, accurate, respectful, and rights-based assistance. The consultant will be based in Bishkek, Kyrgyzstan and will work under the overall supervision of the Kyrgyzstan Project Manager and in close coordination with the IOM Head of Office in Bishkek. Tangible and measurable outputs of the work assignment The selected Consultant will: 1. Review the existing Migrant Consultation Protocol and any relevant guidance materials. 2. Develop a tailored training module for hotline operators, covering at minimum: a. Effective use of the consultation protocol and updated scripts developed by IOM Kyrgyzstan in daily work. b. Communication techniques for active listening, empathy, and clarity. c. Providing protection-sensitive information to prospective and returning migrants. d. Providing referrals in case of scam-awareness information specific to the UK Seasonal Worker Scheme. e. Ability to communicate risks related to exploitation, fraudulent recruitment practices, and unsafe migration pathways. f. Managing conflict, aggression, or rudeness from callers/inquirers. g. Professional ethics, confidentiality, and boundaries in consultations. h. Effective use of online, in-person, and WhatsApp channels for consistent service. 3. Facilitate practical testing of the updated hotline scripts and related tools during the trainings, collect operators’ feedback and identify any gaps requiring adjustment. 4. Prepare a detailed training agenda and learning objectives. 5. Develop pre- and post-training test questions to measure knowledge and skills improvement. 6. Deliver the training in Kyrgyz or Russian to the hotline operators. 7. Provide practical recommendations to IOM on further strengthening hotline operators’ capacities and improving the application of hotline scripts and guidance. 8. Produce a final training report with participant feedback, test results, and recommendations for further capacity building. The Consultant will work closely with the Regional Expert responsible for Strengthening Safe Migration Hotline Services to ensure practical testing of the updated hotline scripts. Deliverables The trainer will provide: 1. Training module (in electronic format) in Kyrgyz or Russian. 2. Conduct two (2) one-day trainings in Bishkek and Osh for hotline operators. Tentative training dates are between October 6-10, 2026; and the second training shall be conducted between November 3-6, 2026. 3. Training agenda with clear objectives. 4. Pre- and post-test questionnaires. 5. Final training report summarizing content delivered, test results, participant feedback, and recommendations. Performance indicators for the evaluation of results On time delivery of the assignments Quality of the materials: tailored for specific needs of the hotline operators Positive feedback from hotline operators upon the completion of the trainings Required Qualifications and Experience Bachelor's or Master’s degree in Sociology, Development Studies, Migration Studies, Economics, or a related field. Proven experience in training customer service, hotline staff, or migrant service providers. Knowledge of migration issues, particularly related to the UK Seasonal Worker Scheme, is an asset. Strong facilitation skills, including interactive training methods. Excellent communication and interpersonal skills. Fluency in Kyrgyz and Russian (spoken and written). Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments. Experience in conflict resolution and handling difficult clients preferred. Travel required The Consultant will be required to travel to Osh, Kyrgyzstan. IOM will cover the related travel costs and include the costs into the contract. Required Competencies IOM’s competency framework can be found at this link . Competencies will be assessed during the selection process. Values - all IOM staff members must abide by and demonstrate these five values: Inclusion and respect for diversity : Respects and promotes individual and cultural differences. Encourages diversity and inclusion. Integrity and transparency : Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct. Professionalism : Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges. Courage : Demonstrates willingness to take a stand on issues of importance. Empathy : Shows