Technical Accountability Assistant - Azraq - Jordan

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 - Azraq

Roles and Responsibilities

As a humanitarian organization, NRC must remain accountable to the affected population it serves. In particular, NRC seeks to regularly engage with affected communities and to ensure all feedback and complaints received are addressed, followed up, and utilized to enhance the office’s understanding of the consequences of its programming. To increase accountability and impact, NRC is strengthening existing mechanisms through the established centralized, transparent and widely communicated complaints, response and feedback mechanism (CRFM). The purpose of the technical accountability assistant is to be NRC Jordan’s first point of contact with beneficiaries intending to submit complaints in the field. The technical accountability assistant will record all complaints in a centrally tracked CRFM database, overseen and managed by the accountability coordinator based in Amman. The technical accountability assistant ensures that beneficiaries understand NRC’s mechanisms for processing complaints and are familiar with various methods through which they are able to communicate their complaints and concerns with NRC Jordan. Moreover, they ensure that the complaints are recorded as the complainants intended.

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.
• Actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards & principles within NRC and amongst beneficiaries served by NRC.

Specific responsibilities

• Handle and process beneficiary contacts received through phone, in person visits, calls, emails, and complaint boxes. This includes i) collection of comprehensive beneficiary information and their feedback/complaint ii) accurate recording and categorization of the case in the CRFM database, and iii) following up and eventually closing the case with beneficiaries according to CRFM SOPs.
• Raise awareness on NRC Jordan’s CRFM internally and externally- through provision of regular information dissemination activities and training/refresher sessions to NRC staff and beneficiaries.
• Support the formulation of annual plans for context-relevant, inclusive CRFM outreach.
• Regularly monitor the uptake of CRFM in the community- in particular, by marginalized groups through analysis of the CRFM data as well as direct observations, and liaise with field staff and CRFM coordinator to ensure inclusive access to and use of CRFM.
• Collaborate with education programme field staff on implementation of the child-based complaints mechanism (CBCM). This includes trainings and refresher sessions, attending interactive sessions with children, and scheduled, regular presence in learning centers to receive feedback and/or complaints from children
• Liaise with programmes in the field to ensure NRC accountability team is updated with most recent developments and processes of each programme
• Represent accountability in relevant internal and external meetings in the camp
• Conduct necessary internal and external referrals for service requests and conduct protection referrals, including Prevention of Sexual Exploitation and Abuse (PSEA), in line with NRC Jordan SOPs
• Contribute to the quarterly CRFM reports by analyzing data at the field level and drafting field level recommendations
• Lead the field level implementation of feedback sessions with beneficiaries to share programme improvements and NRC learning to the community

Our Ideal Candidate:

We are looking for candidates with a Vocational/Tawjihi degree or equivalent, with minimum of 1 year of experience.

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: Through to 31st December 2018

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

Duty station: Azraq

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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