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.
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 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
1. Review the existing Migrant Consultation Protocol and any relevant guidance materials.
2. Develop a tailored training module for hotline operators, covering at minimum:
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.
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.
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
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
Required Competencies
Notes
IOM covers Consultants against occupational accidents and illnesses under the Compensation Plan (CP), free of charge, for the duration of the consultancy. IOM does not provide evacuation or medical insurance for reasons related to non-occupational accidents and illnesses. Consultants are responsible for their own medical insurance for non-occupational accident or illness and will be required to provide written proof of such coverage before commencing work.
Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.
IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.
IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
No late applications will be accepted. Only shortlisted candidates will be contacted.