Position: Community Consultations & Referrals Officer
Reports to: M&E Accountability Coordinator
Supervision of: CCR Technical Assistants/ CFM Focal Points
Duty station: Sittwe (Area Office)/Responsible to support Maungdaw Office
Category and Level Grade 5, Step 1
Travel: 40%
Duration and type of contract: Fixed term - until 31st December 2022
Role and responsibilities
The following is a brief description of the role.
Generic responsibilities
These responsibilities shall be the same for all positions with the same title. The responsibilities shall be short and essential. Details belong in the Work- and Professional Development Plan.
Ensure compliance with NRC policies, guidelines and standards. Ensure compliance with complaints and referrals handling strategy, tools, handbooks, guidelines and standards. Specific technical responsibility for implementation, quality control, monitoring, documentation of the complaint mechanisms, Community Hotline and the referral system. 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 plan Provide specific technical support and capacity building on the complaint mechanisms, Community Hotline and the referral system towards project staffs. 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. Assess, promote and document ideas for technical improvement and further development options of the complaint mechanisms, Community Hotline and the referral system. Promote the rights of IDPs/returnees in line with the advocacy strategy.Specific responsibilities
These responsibilities shall be adapted to the particularities of the job location and context, phase of operation, strategic focus and type of programme intervention. This section shall be revised whenever a new employee is hired or the context changes significantly.
Support the set-up or the upgrade of the complaint mechanisms within the geographical area of responsibility, in line with NRC Myanmar Complaint Mechanisms Standard Operating Procedures (SOPs), Community Hotline (SOP) and related tools Contribute to raising the knowledge of the complaint mechanisms and Community Hotline among the Core Competency (CC) Teams in the area/field offices, as well as among implementing partners and/or contractors. Support the development of gender- and age-sensitive awareness materials on the complaint mechanisms and Community Hotline. Raise the awareness on the complaint mechanisms and Community Hotline among beneficiaries and target communities, as well as key external stakeholders. Ensure proper and effective response to the complaints received, in compliance with relevant guiding principles and the established procedures. Monitor the accessibility, effectiveness and efficiency of the complaint mechanisms and Community Hotline. Undertake the mapping of the services available within the geographical area of responsibility. Assist the development of procedures and tools for both internal and external referrals and data entry into the relevant databases Support in providing training and operational guidance on how to refer cases internally to one or more of the active programs at the area/field offices level, and oversee their effectiveness and efficiency. Be responsible for handling and following up the referral of cases internally and externally to services available. Ensure that adequate referral pathways at the area/field offices level are operational and regularly updated to guarantee that beneficiaries are provided with timely and appropriate access to comprehensive assistance and care, especially when dealing with cases at high risk or extremely vulnerable. Ensure that all materials pertaining to complaints, internal and external referrals are handled in strict confidence, and in line with applicable data protection and information sharing protocols. Ensure proper filing of all documents related to complaints, feedbacks including other necessary documents are kept in a safe manner Consult beneficiaries and target communities for feedback on the complaint mechanisms, Community Hotline and the referral system in place, as well as for identifying emerging protection issues. Prepare periodic analysis and reports, and attend meetings as required. Provide the technical supports to Community Hotline Focal Points Maintain relations and collaborate with the M&E Officers in the other area offices, as well as with relevant focal persons of other agencies or organisations at the area office level, so as to promote consistency, and benefit from lessons learned and best practices. Investigate and facilitate introduction of new technology, methods and approaches in order to improve the quality of the complaint mechanisms, Community Hotline and the referral system. Provide inputs for the revision of NRC Myanmar Complaint Mechanisms SOPs and the established referral system.Competencies
Competencies are important in order for the employee and the organisation to deliver desired results. They are relevant for all staff and are divided into the following three categories:
1. Professional competencies
These are skills, knowledge and experience that are important for effective performance.
Generic professional competencies for this position:
Experience from working directly with affected/local communities within an international or local organization in a humanitarian/recovery context. Previous experience working in complex and volatile contexts is desirable. Previous experience in handling complaints and/or referrals is desirable but not essential.This vacancy is archived.