Position Title: ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย Community Consultations and Referrals Officer
Number of posts:ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย 1 Post
Reports to: ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย M&E Accountability Coordinatorย
Supervision of:ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย CCR Technical Assistants and CFM focal pointsย
Duty station:ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย Sittwe office (with some responsibility over Maungdaw Office), Rakhine State
Travel: ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย 70 %
Duration and type of contract:ย ย ย Until 31st December (With possibility of extension)ย
Category and Level:ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย Grade 5, Step 1
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- Role and responsibilities
The following is a brief description of the role.ย
Generic responsibilitiesย
1. Ensure compliance with NRC policies, guidelines, and standards.ย
2. Ensure compliance with complaints and referrals handling strategy, tools, handbooks, guidelines and standards.ย
3. Specific technical responsibility for implementation, quality control, monitoring, documentation of the complaint mechanisms, Community Hotline, and the referral system.ย
4. Specific technical responsibility for the coordination with respective implementation partners internally or externally, updating the contact list, information awareness raising, developing IEC materials and dissemination planย
5. Provide specific technical support and capacity building on the complaint mechanisms, Community Hotline, and the referral system towards project staffs.ย
6. Provide specific technical analysis and feedback on the accessibility, effectiveness and efficiency of the complaint mechanisms, Community Hotline, and the referral system to NRC representatives in coordination forums.ย
7. Assess, promote, and document ideas for technical improvement and further development options of the complaint mechanisms, Community Hotline, and the referral system.ย
8. Promote the rights of IDPs/returnees in line with the advocacy strategy.ย
Specific responsibilitiesย
- Support the set-up or the upgrade of the complaint and feedback mechanisms within the geographical area of responsibility, in line with NRC Myanmar Complaint Feedback Mechanisms Standard Operating Procedures (SOPs), Community Hotline (SOP) and related tools.ย
Competencies are important for the employee and the organisation to deliver desired results.ย They are relevant for all staff and are divided into the following three categories:
1. Professional competenciesย
These are skills, knowledge and experience that are important for effective performance.ย
Generic professional competencies for this position:ย
Experience from working directly with affected/local communities within an international or local organization in a humanitarian/recovery context.ย Previous experience of working in complex and volatile contexts.Previous experience in handling complaints and/or referrals is desirable but not essential.ย Basic knowledge and understanding of international standards, and protection fundamental concepts and guiding principles, is desirable but not essential.ย Documented results related to the positionโs responsibilities.Mastery of IT tools (MS Office, excel, internet, e-mail, etc.).ย Fluency in local languagesFluency in English, both written and verbalย Expect to abide by Code of Conduct, education, and security policies within NRC.Context related skills, knowledge, and experience (shall be adapted to the specific position):ย
Bachelorโs Degreeย from any recognized universityAdvanced English and computer skills, communication skills, adaptable and resourcefulAt least 2 years work experience in complaint feedback mechanism and Community Hotlineย Experience with managing the activities and staffs.At least 2 years working experience in general management with international NGOs, UN agencies or government. Behavioral competenciesยThese are personal qualities that influence how successful people are in their job. NRCโs Competency Framework states 12 behavioural competencies, and the following are essential for this position:
Managing resources and achieving resultsHandling insecure environmentsWorking with peopleCoping with change The Norwegian Refugee Council (NRC) is an independent humanitarian organisation helping people forced to flee. We work in crises across more than 31 countries, providing emergencies and long-term assistance to millions of people every year. We stand up for people forced to flee, advocating their rights. NORCAP, our global provider of expertise, helps improve international and local ability to prevent, prepare for, respond to and recover from crises. NRC also runs the Internal Displacement Monitoring Centre in Geneva, a global leader in reporting on and advocating for people displaced within their own country. Employment with NRC may lead to employment in or deployment to Regions, Countries, Areas or Offices that may be host to considerable health, safety and security risks. NRC takes this very seriously and we have procedures in place to reduce known risks, but will never be able to take away all risks. NRC is an equal opportunities employer and aims to have staffing diversity in terms of age, gender, ethnicity, nationality and physical ability.