All NRC employees are expected to work in accordance with the organization’s core values: dedication, innovation, inclusivity and accountability. These attitudes and believes shall guide our action and relationships. The vacancy announcement describes that employment with NRC may lead to employment in our deployment to Regions, Countries, Areas or Offices that may be host to considerable health, safety and security Risks.
Role and Responsibilities
Ensure adherence to NRC policies, guidance, and procedures. Ensure compliance with complaints and referrals handlingstrategy, tools, handbooks, guidelines, and standards.Collaborate with CFM focal persons in Bhamo and Myitkyina area; and supervise the Community representatives CFM focal persons in Lashio area.Assess, promote, and document ideas for technical improvement and further development options of the complaint mechanisms, Community Hotline, and the referral system.Build trust with complainants through transparent and ethical conduct.Specific responsibilities
Perform technical responsibility for implementation, quality control, monitoring, documentation of the complaint mechanisms, Community Hotline, and the referral system.Act as the primary point of contact for receiving complaints and feedback.Establish multiple channels (e.g., hotlines, mobile help desks suggestion boxes, online forms) for collecting input.Manage HR recruitment and development process of community representatives of Complaints and feedback mechanism such as short-term contracting and capacity building.Represent for NRC in Accountability to Affected Population (AAP)/ Community Engagement and Accountability (CEA) working Group/ ClusterSpecific technical responsibility for the coordination with respective implementation partners internally or externally, updating the referral and complainant’ contact list, information awareness raising, developing IEC materials and dissemination plan.Provide specific technical support and capacity building on the complaint mechanisms, Community Hotline, and the referral system for project staff if needed.Provide specific database management, 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.Critical interfaces
By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are:
Area Program manager MEL Coordinator, BhamoMEL team, YangonCCR team, Bhamo and MyitkyinaHead of Program, Area ManagerCC Project Managers, Coordinators, and Team LeadersCompetencies
Competencies are important in order for the employee and the organization to deliver desired results. They are relevant for all staff and are divided into the following two categories:
1. Professional competencies
These are skills, knowledge and experience that are important for effective performance.
Generic professional competencies for this position:
Essential
Good knowledge of data protection principles, international standards, data tech and systems. Understanding of data and information needs for programme management and decision making.Previous experiences with organizational accountability system: community hotline and complaint & feedback mechanism.Excellent English language both written and verbal skills. Previous experience from working directly with affected/local communities within an international or local organization in a humanitarian/recovery context.Proficient IT tools (MS Office, excel, internet, e-mail, etc.)Fluency in local language, both written and verbal.Desirable
Experience in humanitarian sector. Experiences in using hotline management system such as Twilio, Telerivet or any others.Previous experience in handling complaints and/or referrals.Basic knowledge and understanding of international standards, and protection fundamental concepts and guiding principles.2. Behavioural competencies
These are personal qualities that influence how successful people are in their job. NRC’s Competency Framework states 12 behavioural competencies, the following are essential for this position:
Complying with security guidelines, plans and standard operation procedures.Identifying, reporting, and avoiding behaviors that can introduce greater risk to staff, the organization or beneficiaries.Monitoring processes and adjusting plans if necessary.Displaying a high level of cultural awareness.Willing to carry out tasks that are important for colleagues’ work achievement.Adapting communication styles to the situation and different people (e.g. with sensitivity towards their ethnicity, religion, culture and/or gender).Coping with stress and pressure.4. Performance Management
The employee will be accountable for the responsibilities and the competencies, in accordance with the NRC Performance Management Manual. The following documents will be used for performance reviews:
The Job Description The Work and Development Plan The Mid-term/End-of-trial Period Performance Review Template The End-term Performance Review Template The NRC Competency Framework 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.