Information Desk Clerk (G-3)

Organisational Context

Under the direct supervision of the Director of the Division of External Operations, the Public Information and Outreach Section (PIOS) ensures that the proceedings are accessible to the public, raises awareness and promotes an understanding about the Court’s mandate and activities with the ultimate goal of getting support. It does so in relation to a number of target audiences across the globe, mainly encompassing international press and media, victims and communities affected by crimes within the jurisdiction before the Court; and key stakeholders such as legal communities, academics and non- governmental organisations.  PIOS achieves its objectives through the use of a variety of communication means including granting interviews to media, press releases and production of other publications and audio visual materials as well as through the website and new social media platforms. PIOS is also responsible for the organisation of campaigns, events, and visits ranging from general groups to high profile visitors. It consists of four units: Public Affairs Unit; Protocol, Events and Visits Unit; Outreach Unit and Audio-Visual Production Unit.

Protocol, Events and Visits Unit

Allowing access to the hearings of the Court as well as providing information to the general public at large is a critical function of the PIOS. The Information Desk Clerk, under the overall supervision of the Chief of Public Information and Outreach Section (Registry), will staff the information desk in the central lobby of the Court, providing information services, general reception work as well as telephone communication. The Information Desk Clerk that reports to the Head of the Protocol, Events and Visits Unit, promotes a client, quality and result-oriented approach and works in close collaboration with the Protocol, Events and Visits Assistants in welcoming visitors/visiting groups to the seat of the Court. The Information Desk Clerk furthermore liaises with the other Units of the PIOS ensuring high quality and accurate information to be provided to visitors to the hearings of the Court.

Duties and Responsibilities

Under the direct supervision of Head of Protocol, Events and Visits Unit, the Information Desk Clerk staffs the Information Desk during the opening hours and provides telephone communication and general reception and information services ensuring high quality and accuracy of work.  The incumbent performs the following tasks:

• Welcome visitors to the Court and provide them with general information about the Court, the on-going hearings and the rules of decorum when attending hearings;
• Providing general support services to staff and visitors (taxi, public transport info etc.);
• Serve as first point of contact for general questions from staff members of the Court (e.g. where to find service offices, how to access the Courtrooms etc.);
• Answer all incoming telephone calls to the Court by operating of the telephone switchboard in accordance with the appropriate protocol in order to respond to all queries as well as to connect calls to the right addressee;
• Maintain the representative image of the public area of the seat of the Court;
• Perform other duties as assigned by the supervisor.

Essential Qualifications

Education:

Diploma of secondary education.

Experience:

A minimum of two years of relevant experience. A university degree, being at advanced or first-level, may be considered as a substitute for two years’ of relevant working experience only to determine eligibility.

Knowledge, skills, and abilities:

• Ability to work as team member in a multicultural environment and deal with staff at all levels and visitors with tact, diplomacy, discretion and respect for confidentiality;
• Excellent customer orientation;
• Hospitality/service approach, accurate and friendly;
• Outgoing and able to interact in a clear and concise manner with visitors to the Court, respecting the (safety, security) rules and regulations of the Court;
• Ability to work with computer and office software packages (MS Word, Excel, etc.).

Knowledge of languages:

Proficiency in one of the working languages of the Court (French or English) is required. Working knowledge of the other is highly desirable. Knowledge of another official language of the Court (Arabic, Chinese, Russian and Spanish) would be considered an asset. Knowledge of Dutch is also considered an asset.