Technical Accountability Assistant - Irbid

Rights Respected, People Protected

NRC in Jordan 

Established in 2012 NRC Jordan’s long-term outlook addresses the problems affecting life as a refugee. We work to build the resilience of Syrians, and to relieve the impact on the Jordanian communities that host them.  Syrian refugees in Jordan are struggling. As they contend with difficult living conditions across the country, the obstacles are complex. They struggle to remain registered as refugees, to provide for their families, and to access essential services – including education for their children. The Jordanian communities that host them, meanwhile, feel the impact of hosting high numbers of refugees – with each year that passes, local infrastructure becomes more strained.

Technical Accountability Assistant - Irbid

Roles and Responsibilities

As a humanitarian organization, NRC must remain accountable to the affected population it serves by providing accurate, honest and reliable information about the services it provides. NRC Jordan has a call centre based in Irbid that serves as the main channel of communication between NRC beneficiaries and NRCs staff. The call centre is currently advertised and utilized in the host community with a view at eventual expansion to national level. The call centre Technical Assistant (TA) will be managed by a Team Leader, reporting to the Accountability Coordinator within Monitoring and Evaluation (M&E) unit. The call centre TA's role is to handle incoming calls by responding to information requests, urgent requests and registration with NRC Core Competencies. In addition, the TA will be responsible to refer and follow up on cases with other teams to ensure that honest, reliable and accurate information is provided to NRC's beneficiaries.

Generic responsibilities:

• Adhere to NRC policies, tools, handbooks and guidelines.
• Assist a range of support with the implementation of the Core Competency portfolio according to plan of action.
• Implements independently procedures and activities within own function or core competency as delegated.
• Responsible for organizing and delivery of tasks in line with priorities and standards.
• Develop and maintain knowledge of the specialist area of work in which technical assistance and support is being provided, in order to be most effective in supporting the team.
• Use initiative in day to day problem solving in line with agreed procedures, priorities and standards for the area of work.
• Prepare and develop status reports as required by management.
• Ensure proper filing of documents.
• Promote and share ideas for improvement in your area of expertise.

   

  Specific responsibilities

• Handling of calls in the Information and Registration line including provision of basic information and responding to beneficiaries’ inquiries and providing explanation.
• Registering Syrian refugees and Jordanian are interested in benefitting from NRC programmes using different registration templates, databases and links.
• Referring cases to the relevant teams/focal points and follow up.
• Act as a focal point for one of NRC’s core competencies and in charge of periodic, regular updates to be shared within the team.
• Act as a focal point for one of NRC’s core competencies for tasks related to complains, response and feedback mechanism (CRFM) including inductions to staff and NRC beneficiaries.
• Detect protection/referral cases and use referral pathways to ensure proper handling of cases.

Our Ideal Candidate:

We are looking for candidates with a Vocational/Tawjihi degree or equivalent. Good command in English, both written and verbal. Able to process large amounts of data with Intermediate to Advanced skills in using MS Word and Excel

We are particularly looking for a positive individual with strong communication and interpersonal skills, who can build trust and confidently navigate both internally and externally at different levels, to have the ability to analyze data and trends for informed decisions and Capacity building skills.

In this position, you will join highly motivated and expert staff who are making a difference to the most vulnerable people in the world's biggest displacement crisis.

Additional Information:

Candidates are encouraged to apply early as applications will be screened as received and position will close once a suitable candidate is identified.

Contract period: 9 months

Salary/benefits: 842 JOD (subject to social security and Income tax)

Duty station: Irbid

NRC may be required to verify the identity of its partners and to check that its partners have not been involved in illegal activities.

NRC reserves the right to use electronic screening tools for this purpose.

B: Please enter your specific city of residency in Jordan in your application.

NRC does not charge a fee at any stage of the recruitment process (application, interview meeting, processing, training or any other fees). Offers of employment or job openings with requests for payment of fees are fraudulent. Victims of such scams should report them to their local law enforcement authorities for appropriate action.

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