SafeLine Operator & Case Manager

Mission and objectives

UNFPA operates in Syria under the umbrella of the 8th Country Programme Document (2016-2017) extended to 2019 and the Humanitarian Response Plan. The overall aim of the country office is to contribute to three long-term strategic goals of zero preventable maternal deaths, zero unmet need for family planning, and zero GBV and harmful practices in Syria. To achieve these goals, UNFPA invests in the capacity of the health and social systems and NGOs to provide reproductive, maternal health and GBV services and expand the partnership with local communities and academia. In the absence of UN Women, UNFPA works to enhance women’s empowerment and gender equality reduce childe marriage and advocate for youth education, inclusiveness and civic participation especially in the light of the SCR 2250 on Youth, peace, and security.

UNFPA leads the GBV Sub-sector coordination in Syria as part of the Protection Sector and actively contributes to the work of Health Sector. The key types of UNFPA programmatic services include; static and mobile RH and GBV clinics, Women and Girls Safe Spaces, family protection units, as well as Community Centres with integrated services. Furthermore, UNFPA supplies various types of dignity kits for female and male beneficiaries, several types of reproductive health kits for clinics, and hygiene products for women and girls.

UNFPA Country Office is increasing the efforts to contribute to the resilience pillar of HRP, focusing on rehabilitation of basic social infrastructure such as health clinics and community centres, restoration and expansion of quality services with a social inclusion and social cohesion objectives. UNFPA closely cooperates with all UN Agencies present in Syria.

Context

UNFPA Syria Country Office has assumed full responsibility for programme oversight, coordination, and donor visibility for all of Syria following the closure of the Whole of Syria (WoS) Hub and Gaziantep Office. Since December 2024, the humanitarian context in Syria has undergone significant changes, marked by increased needs among returnees, newly displaced populations, and already overstretched host communities. Continued hostilities, localized insecurity, and economic decline have further exacerbated vulnerabilities, particularly for women and girls. Protection risks, including gender-based violence (GBV), have escalated, driven by displacement, breakdown of social structures, and limited access to essential services. Survivors face multiple barriers in accessing safe, confidential, and quality GBV response services. At the same time, prevention programming remains under-resourced, and community awareness of GBV risks and available services is limited in many areas. Aleppo, Idlib, and surrounding governorates host a high concentration of vulnerable populations, underscoring the urgent need for strengthened GBV programming and field-level technical support.

In light of the expanded programme portfolio of UNFPA’s Aleppo Sub-office and the increasing operational demands across its area of responsibility (AoR), there is a critical need for an additional GBV UN Volunteer to support programme implementation. This role will contribute to strengthening GBV prevention and response interventions, supporting implementing partners, and enhancing the quality and reach of services in a complex and high-demand operational environment. Current capacity is insufficient to ensure consistent field presence, partner support, and effective monitoring across the wide geographic coverage of the office’s AoR.

The presence of a GBV UNV will enable more regular field monitoring, timely technical and programmatic support to partners, and improved responsiveness to emerging protection risks. The role will also support coordination with GBV sub-cluster actors, local authorities, and communitybased organizations to enhance referral pathways, promote survivor-centered approaches, and ensure integration of GBV interventions within broader humanitarian programming. Without this additional capacity, the effectiveness, quality, and accessibility of GBV services may be compromised, potentially increasing risks for women and girls and affecting overall programme performance and accountability.

Under the supervision of the Head of Aleppo Sub-Office, the GBV UN Volunteer will support the implementation, monitoring, and reporting of GBV programmes. The role will include assisting in coordination efforts, supporting partners in delivering quality GBV services in line with international standards, contributing to needs assessments and programme design, and ensuring proper documentation of activities and results.

The GBV UN Volunteer will be based in the UNFPA Aleppo Sub-Office and will support the day-today implementation of GBV programming. The incumbent will work closely with the Aleppo team,

implementing partners, and the GBV unit at the Syria Country Office to ensure effective delivery of

GBV prevention and response interventions.

Task description

The inter-agency Risk Management Working group, Accountability to Affected People (AAP) working group and PSEA Network are expanding the PSEA hotline to include fraud, corruption and similar misconduct incident reporting under AAP, while continuing to provide information about available humanitarian services and strengthening referral pathways. UNFPA and OCHA, in coordination with national humanitarian structures, will support and expand an inter-agency hotline, named SafeLine, to cover all regions of Syria. The primary objective of this position is to reinforce AAP mechanisms across Syria, and to strengthen the feedback loop between humanitarian actors and affected populations, the AAP officer will support two-way communication with affected people, UN agencies and NGOs to empower communities through the provision of accessible and timely information on how to access humanitarian services and resources required to improve their situation.

Within the delegated authority and under the supervision of the Accountability to the Affected Population (AAP) Advisor or his/her designated mandated representative(s), the UNV SafeLine Operator & Case Manager will:

• Support the implementation of community feedback mechanisms, including the SafeLine

• Respond to calls received through the SafeLine hotline, ensuring timely and accurate information is provided to affected communities.

• Manage face-to-face engagement activities with volunteer groups, including conducting regular follow-ups and organizing coordination meetings with them.

• Contribute to the rumor tracking and analysis system, including monitoring online channels on a regular basis, collecting and classifying rumors according to their credibility and potential impact, analyzing their source, intent and reach, supporting the referral of high-risk rumors to relevant stakeholders.

• Support the development of analytical reports to provide stakeholders with information for decision-making and response planning.

• Support both the AAP Advisor in organizing meetings, trainings, and events to strengthen AAP efforts and build the capacity of partners.

• Contribute to coordination and collaboration with the PSEA Network and the Risk Management in information gathering, analysis, and appropriate response to rumors and related issues.

• Perform other duties as required

• follow up with sector focal points and ensuring updated referral mechanisms are functioning effectively.

• follow the regular updating and verification of service maps, partner directories, and focal point contact lists across sectors and stakeholders.

• update operational dashboards, ensuring timely production of accurate data, trends, and performance.

Benefits Package:

• Entry lump sum (one-time payment): USD 350

• Monthly Volunteer Living Allowance (VLA): USD 1,287.18

• Danger and Hardship Differential depending on the hardship classification and family/non-family status of the duty station.

• Free access to UNV's learning and career development resources

Application deadline is on 19 May 2026