Position: Community Consultation and Referral Technical Assistant
Grade: 4, Step 1
Reports to: Community Consultation and Referral Officer
Duty station: Sittwe office, NW Office
Duration and type of contract: Up to the 31 December 2022
Please see the Job Descriptions here for more detail.
Role and responsibilities
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.
Adhere to NRC policies, tools, handbooks and guidelines. Assist with the implementation of complaints and feedback mechanisms and referral system according to plan of action. Prepare and develop status reports as required by management. Ensure proper filing of documents. Provide inputs for increased accessibility of complaints and feedback mechanisms and referral system to target beneficiaries most in need, and for new and better ways to assist. Promote and share ideas for technical improvement.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 development of gender- and age-sensitive awareness materials on the complaints and feedback mechanisms in place. Handling the calls with the callers in project locations and receive complaints and feedback by phone and in person. Contribute to raising the awareness on the complaints and feedback mechanisms and community hotline in place among beneficiaries and target communities Provide proper and effective response to the complaints and feedback received, in compliance with relevant guiding principles and the established procedures. Assist the monitoring of accessibility, effectiveness and efficiency of the complaints and feedback mechanisms in place Participate in updating of service map, service monitoring and updating beneficiaries contact numbers through different communication sources and provide necessary support for CC ‘s activities Support in handling and following up the referral of cases in ground level in compliance with relevant guiding principles and established procedures Anticipate in doing of Communication with community activities in collaboration with CC teams Assist the monitoring of effectiveness and efficiency of the internal referral system in place. Ensure that all materials pertaining to complaints and feedback, as well as internal 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 and feedback, as well as internal referrals Visit the project locations with the CC teams and support the activities in ground level including information dissemination of IEC materials on hotline and CFM Prepare periodic reports, and attend meetings as required. Collaborate with the Area M&E and programme teams. Investigate and facilitate introduction of new technology, methods and approaches in order to improve the quality of the complaints and feedback mechanisms and the referral system in place.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 two categories:
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 from working in complex and volatile contexts. Previous experience in handling complaints and/or referrals is desirable but not essential.This vacancy is archived.