Project Context and Scope
The project promotes safe and rights-based migration to the United Kingdom for citizens of Central Asia under the UK SWS, while maximizing the positive socio-economic impact for the countries of origin. The M&E Consultant will play a central role in measuring project effectiveness, supporting adaptive management, and strengthening regional collaboration on monitoring practices. ย Organizational Department / Unit to which the Consultant is contributing ย Protection and Climate Mobility Unit, \"Safe migration for seasonal workers from Central Asia to the UK\" project, LM0612.ย Tasks to be performed under this contract
The selected Consultant will:
1.ย ย ย ย Review the existing Migrant Consultation Protocol and any relevant guidance materials.
2.ย ย ย ย Develop a tailored training module for hotline operators, covering at minimum:
a.ย ย ย ย Effective use of the consultation protocol in daily work.
b.ย ย ย ย Communication techniques for active listening, empathy, and clarity.
c.ย ย ย ย Managing conflict, aggression, or rudeness from callers/inquirers.
d.ย ย ย ย Providing referrals in case of scam-awareness information specific to the UK Seasonal Worker Scheme.
e.ย ย ย ย Professional ethics, confidentiality, and boundaries in consultations.
f.ย ย ย ย Effective use of online, in-person, and WhatsApp channels for consistent service.
3.ย ย ย ย Prepare a detailed training agenda and learning objectives.
4.ย ย ย ย Develop pre- and post-training test questions to measure knowledge and skills improvement.
5.ย ย ย ย Deliver the training in Kyrgyz or Russian to the hotline operators.
6.ย ย ย ย Produce a final training report with participant feedback, test results, and recommendations for further capacity building.
Deliverables:
The trainer will provide:
1.ย ย ย ย Training module (in electronic format) in Kyrgyz or Russian.
2.ย ย ย ย Conduct 2 one-day trainings in Bishkek for hotline operators. Tentative training dates are between October 6-10, 2025; and the second training shall be conducted between November 3-6, 2025.
3.ย ย ย ย Training agenda with clear objectives.
4.ย ย ย ย Pre- and post-test questionnaires.
5.ย ย ย ย Final training report summarizing content delivered, test results, participant feedback, and recommendations. Performance indicators for the evaluation of results
- Ontime 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
ยEducation, Experience and/or skills required
โข ย ย ย ย Bachelor's or Masterโs degree in Sociology, Development Studies, Migration Studies, Economics, or a related field.
โข ย ย ย ย Proven experience in training customer service, hotline staff, or migrant service providers.
โข ย ย ย ย Knowledge of migration issues, particularly related to the UK Seasonal Worker Scheme, is an asset.
โข ย ย ย ย Strong facilitation skills, including interactive training methods.
โข ย ย ย ย Excellent communication and interpersonal skills.
โข ย ย ย ย Experience in conflict resolution and handling difficult clients preferred.
โข ย ย ย ย Fluency in Kyrgyz and Russian (spoken and written).IOMโs official languages are English, French and Spanish.
Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments. ย Travel required- Travel within this consultancy is not required. Required Competencies ย IOMโs competency framework can be found atย this link. Competencies will be assessed during the selection process. ย Values - all IOM staff members must abide by and demonstrate these three 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.