Behind-the-scenes: Providing critical services in a challenging environment

Information technology (IT) is the backbone of any organization and at UNHCR it ensures that daily activities run smoothly in challenging environments. Information technology staff like Joan are dedicated to providing essential IT services in humanitarian contexts to ensure that all people, especially the most vulnerable, receive the support they need.

Welcome to "Humanitarians at Work", UNHCR, the UN Refugee Agency's biweekly newsletter where we share motivations, challenges and advice from staff working in the humanitarian sector. If you would like an exclusive sneak peek into the lives of humanitarian workers and tips on how to get started in the sector, please subscribe.

In this edition, we are excited to introduce you to Joan Opio, the Information Technology Officer at UNHCR’s office in Uganda. Joan shares her insights and experiences and offers valuable advice for those considering a career in humanitarian work. She also provides a glimpse into her daily routine, the challenges she faces and the innovative ways she keeps her skills up to date in the ever-evolving field of IT.

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📹 Step into the shoes of the Information Technology Officer at UNHCR’s office in Uganda. Watch this #JobIn30Seconds video.

About 13 years ago, I got my first job as an IT assistant with a local NGO in Uganda. I was sent to a rural area in Uganda where humanitarian assistance was urgently needed. My role was to assess and improve the IT infrastructure, ensure better connectivity and maintain the existing systems.

This mission was a game-changer for me. It showed me how IT connects dots in a humanitarian context to provide life-saving aid and it motivated me to continue working in the humanitarian field.

On a day-to-day basis, I make sure that all staff members in my office have access to the IT services they need.

I also make sure that the IT services are available to our partners so that they can connect, communicate, collaborate and coordinate. In a nutshell, I make sure that everything IT related runs smoothly within my organization, that all employees are connected and that issues are resolved quickly.

It's incredible, there are so many rewarding aspects, but I will pick out the most important one, which is providing critical services to displaced people in challenging environments. During a recent deployment to South Sudan, we set up connectivity for refugee registration despite the lack of existing infrastructure. With minimal resources, we ensured that essential services such as medical aid and food could be effectively coordinated. Similarly, we resolved connectivity issues in a refugee settlement in Uganda, allowing seamless registration and service provision. Overcoming these challenges and knowing that my work is directly improving the lives of displaced people is incredibly fulfilling.

The most challenging part of my job is working in remote locations with limited resources. As a field officer, I often face difficulties such as finding local solutions for IT services, sourcing necessary tools and spare parts and dealing with transportation issues. In some countries, importing essential equipment such as satellite tools is restricted, which hampers connectivity and affects our ability to deliver solutions. These logistical and regulatory challenges make it difficult to maintain and activate IT services in areas where they are urgently needed.

To be successful in this role, several key skills and qualities are essential. Firstly, technical skills are a must. Resilience is crucial as you will be faced with various challenges in different environments. Being a team player is important since you are working with many people to deliver services. Good interpersonal and communication skills are essential for dealing with colleagues and ensuring customer satisfaction. You need to be results-orientated and solution-focused to tackle and solve problems quickly. Being self-driven, passionate, well-organized and a good planner is also necessary to manage tasks and projects effectively. Finally, accountability is important as you manage resources and ensure informed decision-making within the team.

As a woman in IT, I want to encourage more young girls to pursue a career in this field. Initially, my parents didn't understand my decision, but when they saw my progress and the impact of my work, they became supportive. Although the IT industry is male-dominated and sometimes physically demanding, I'd advise girls to be passionate about what they do: Take on challenges, be adaptable and don't let your fears rule you. IT isn't just about climbing ladders or setting up networks, it's also about solving problems, continuous learning and working as part of a team.

UNHCR has provided me with the tools, resources and support needed to be successful. With determination and the right support, any woman can excel in IT. It's a rewarding and ever-evolving field, and I want to encourage more women to join in and make a difference.

If you're considering a career in humanitarian work, my advice is to cultivate empathy and passion. Empathy is crucial because it drives you to understand and feel the struggles of refugees and displaced people and motivates you to find solutions for their challenges. Passion is equally important because it keeps you dedicated and resilient in the face of adversity.

Working in the humanitarian sector involves constant learning and adapting to new challenges. It's a collaborative environment where you'll work with various teams, such as supply, human resources and protection, to provide effective solutions. Being results-driven and solution-oriented is essential, as you'll often be faced with urgent needs that require quick and efficient responses.

In summary, if you have the empathy to understand the needs of others and the passion to make a difference, a career in humanitarian work can be incredibly rewarding. You’ll find joy in solving problems and improving the lives of those in need.

To maintain my work-life balance and relax, I focus on structuring and prioritizing my tasks. When I'm faced with an overwhelming workload, I delegate tasks to my team to make sure everything is managed efficiently. I also remind myself to stay calm and composed, which helps me to find solutions more effectively.

Exercise plays a crucial role in my routine. I make it a point to exercise daily, whether it's going to the gym, taking a brisk walk or doing aerobics. This helps me to rejuvenate and maintain my mental health so that I stay productive. I also enjoy spending quality time with my son, which brings me joy and helps me unwind after a busy day at work.

To stay updated with industry changes and keep learning, I rely on several strategies:

1. Team collaboration: Working closely with my colleagues and the wider IT community within UNHCR is essential. We use digital platforms to share knowledge, lessons learned and best practices. This helps me to stay informed about different scenarios and solutions that others have developed.
2. Online resources and tools: I make extensive use of online tools and resources such as online learning platforms and Copilot in Edge. These platforms provide access to the latest trends, training and discussions among IT professionals worldwide.
3. Continuous training: UNHCR provides various training sessions and refresher courses to keep us up to date with the latest developments and technical skills. I also take advantage of industry certifications to enhance my expertise.
4. Professional communities: By participating in professional communities on platforms such as LinkedIn, I can interact with experts in various IT fields, including networks, hardware, applications and programming. This helps me to learn about evolving technologies and best practices.
5. Reading and research: I regularly read industry-specific books and materials from entities like the Information Technology Infrastructure Library and Cisco’s network forums. This helps me stay informed about the latest innovations and methodologies.

🤔 Your thoughts? Let us know in the comments below what surprised you the most about Joan's role as an Information Technology Officer or any questions you might have about this role.

UNHCR, the UN Refugee Agency, is a global organization dedicated to saving lives, protecting rights and building a better future for people forced to flee their homes because of conflict and persecution. Together with over 20,000 staff working around the world, we strive for a world where every person forced to flee can build a better future.

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Manting Huang (UNHCR Social Media Team)