AI Chatbot Monitor (English, Bulgarian, Arabic, Ukrainian) – Digital Compass Hub

UNHCR Bulgaria assists the authorities and civil society organisations working directly or indirectly on the protection of refugees and supports the further development of the national protection system within the ever-evolving pan-European asylum system. On July 22, 1993, the United Nations High Commissioner for Refugees and the Government of the Republic of Bulgaria concluded a formal agreement under which the UNHCR's mandate in the country was launched. Previously, in the post-1990 period, around 20 people were granted status under the UNHCR mandate, through a procedure in which interviews were conducted by the Bulgarian Red Cross and status determination was carried out at UNHCR headquarters in Geneva. Historically, the Bulgarian people are known for their traditional sense of hospitality and asylum to persecuted persons from other countries. At the beginning of the 20th century, people banished from Armenia, Russia and Eastern Thrace, as well as people from countries in Africa, Latin America and Asia, fleeing repression during the anti-colonial and liberation struggle after the 1950s, were found refuge. Bulgaria laid the legislative foundations for the protection of refugees with the ratification of the 1951 Geneva Convention and the New York Protocol thereto in 1967 with the publication of the relevant texts in the State Gazette No 88 of 15 October 1993.

UNHCR, the UN Refugee Agency, is a global organization dedicated to protecting people forced to flee their homes due to conflict and persecution. Operating in over 130 countries, UNHCR provides life-saving assistance, safeguards fundamental human rights, and helps displaced individuals rebuild their lives with dignity and hope. Since the full-scale escalation of the war in Ukraine in February 2022, Bulgaria has played a vital role as an external EU border country, receiving large numbers of displaced persons. As of May 2026, more than 231 498 individuals have been granted Temporary Protection (TP) in Bulgaria. Currently, there are 72 442 valid TP registrations. Under its mandate, UNHCR leads and coordinates the Inter-Agency Refugee Response for the Ukraine Situation in Bulgaria, in alignment with the Regional Refugee Response Plan (RRP). This coordinated effort is carried out in close collaboration with the Bulgarian government and humanitarian partners. Beyond the Ukraine crisis, Bulgaria remains a key entry point for asylum seekers from other conflict-affected regions. In 2025, the State Agency for Refugees (SAR) registered 3,895 asylum seekers, primarily from Morocco, Syria and Afghanistan. While current figures on the Syrian refugee population in Bulgaria remain fluid, challenges such as limited integration prospects and socio-economic barriers continue to affect long-term inclusion. The sustained presence of Syrian and Afghan nationals underscores Bulgaria’s ongoing role in broader European refugee protection efforts. UNHCR supports the Bulgarian government in aligning national policies and legislation with international and EU standards, promoting a comprehensive, multi-stakeholder, whole-of-society approach to refugee response. This assignment requires 4 Online Volunteers each with proficiency in one of the below languages: English and Bulgarian, English and Arabic, and English and Ukrainian, with knowledge of Russian being an advantage.

The UN Volunteers will contribute to UNHCR’s communication and community engagement efforts by providing accurate protection and solutions counselling and information through UNHCR chatbot, responding to questions relating to access to asylum procedures and local services, such as health care, education, legal assistance and employment. This assignment requires 3 Online Volunteers each with proficiency in one of the below languages: English and Bulgarian, English and Arabic, and English and Ukrainian, with knowledge of Russian being an advantage. The UN Volunteer will support UNHCR’s digital communication and community engagement efforts by monitoring and improving the quality of information provided through the Digital Compass Hub chatbot (AI agent) relating to access to asylum procedures and local services, such as health care, education, legal assistance and employment. The role will focus on testing chatbot responses and proactively proposing improvements to ensure accurate, relevant, and user-friendly information for forcibly displaced and stateless persons in Bulgaria. Specific tasks include: - Monitor and test chatbot responses across key thematic areas such as asylum procedures, access to services (healthcare, education, employment), and rights of forcibly displaced and stateless persons. - Identify gaps, inconsistencies, or outdated information in chatbot answers and flag them for improvement, including testing the accuracy of translation into that language. - Draft proposals for new or improved responses, based on identified user needs and evolving questions. - Compile and synthesize information from UNHCR and other reliable sources to ensure accuracy and alignment with operational guidance. - Support the enhancement of digital counselling quality, ensuring responses are clear, accessible, and protection-sensitive. - Ensure information is culturally appropriate and user-centered, taking into account the needs of diverse audiences. - Maintain discretion and adhere to UNHCR communication and protection standards. Tasks will be assigned on a rolling basis from July 2026 to September 2026 / September 2026 to November 2026. Most monitoring and proposals will follow a weekly cycle, while urgent corrections may require shorter turnaround times. Expected workload: - Review and document findings on a weekly basis. - Continuous monitoring with structured testing of key response flows on a weekly basis. - Compile information from sources provided by UNHCR to draft additional responses. - 5–10 proposed updates or new responses per week. - Biweekly virtual meetings.