Trainer on Capacity Building for Hotline Operators

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 super