AAP Project Assistant UG

Tags: Covid-19 Russian English language Environment
  • Added Date: Monday, 25 November 2024
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Responsibilities and Accountabilities

  1. Receive calls from refugees, third country nationals, and other affected vulnerable people on enquiring for information, requesting assistance, sharing feedback, or lodging a complaint about IOM servicesย by sharing information in the language understood by a diverse group of stakeholders andย guaranteeing situational sensitivity during the phone call in line with the guidelines provided in the IOM Moldova AAP CFM SOPs.
  2. Handle calls in a timely and professional manner, including distressing calls, record and keep tracking data into IOM appropriate databases in an accurate manner.ย 
  3. Refer cases as per needs requested, both internally and externally, and follow up on referrals until cases are closed.ย 
  4. Record and process complaints in the IOM database and provide feedback to callers on action taken, if needed.ย 
  5. Support in managing and refer sensitive complaints in line with the AAP internal SOPs and โ€œdo no harm principles.โ€ย 
  6. Enter incoming calls and messages received through suggestion boxes, emails, media channels, and through CFM mailbox into the IOM database categorizing it accordingly.
  7. Provide accessible and timely information on organizational procedures, structures and processes that may impact communities to support informed decisions and engage communities in dialogue as part of information provision.ย 
  8. Promote transparency, and accountability to the affected population by being accountable towards the AAP unit.
  9. Conduct any other duties or responsibilities as assigned or requested by the supervisor.

    Required Qualifications and Experience

    EDUCATION

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