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Information Management Technical Assistant (CFM)

Amman

  • Organization: NRC - Norwegian Refugee Council
  • Location: Amman
  • Grade: Junior level - Junior
  • Occupational Groups:
    • Statistics
    • Administrative support
    • Information Technology and Computer Science
    • Emergency Aid and Response
    • Documentation and Information Management
  • Closing Date: Closed


The Norwegian Refugee Council (NRC) is a non-governmental, humanitarian organization with 60 years of experience in helping to create a safer and more dignified life for refugees and internally displaced people. NRC advocates for the rights of displaced populations and offers assistance within the shelter, education, emergency food security, legal assistance, and water, sanitation, and hygiene sectors. The Norwegian Refugee Council has approximately 9000 committed and competent employees involved in projects across four continents. In addition, NRC runs one of the world’s largest standby rosters -NORCAP, with 650 professionals, ready to be deployed on 72 hours notice when a crisis occurs.
All NRC employees are expected to work in accordance with the organization’s core values: dedication, innovation, inclusivity, and accountability. These attitudes and beliefs shall guide our actions and relationships. 

NRC has made a global commitment to ensuring beneficiaries and other stakeholder’s access to safe and effective mechanisms through which to feedback on NRC programs.  This post will be responsible for the daily data entry associated with the Complaints and Feedback Mechanism for NRC Syria Response Office operations.

Duties and responsibilities

Generic responsibilities

1. Ensure adherence with NRC policies, tools, handbooks, and guidelines
2. Implement delegated M&E and information management support portfolio according to the plan of action
3. Prepare and develop status reports as required by management
4. Ensure proper filing of documents
5. Ensure that projects target beneficiaries most in need, and explore and assess new and better ways to assist
6. Promote and share ideas for technical improvement

Specific responsibilities

1. Perform daily data entry of all received messages through CFM WhatsApp into a Salesforce database. This includes copying and translating messages, date entry into Salesforce standard fields, and uploading media (photos, voice notes, etc.) and screenshots of the conversation into the Salesforce database.
2. Assigning cases to relevant focal points through salesforce.
3. Respond to WhatsApp messages by sending standard and customized replies shared by focal points, and update the needed case fields on Salesforce.
4. Highlight incomplete/insufficient CC responses and any technical issues with the database or Salesforce to the TL.
5. Any other tasks.

 
Qualifications
1. Previous experience from working in complex and volatile contexts
2. High attention to detail and commitment to producing high-quality work
3. Ability to perform repetitive tasks with a high degree of accuracy
4. Experience with data entry and data management; Able to process large amounts of data
Strong client-focused orientation
5. Strong interpersonal, written, and oral communications skills, with the ability to express messages clearly and simply to beneficiaries, community members, and colleagues.
6. Some background in protection issues in humanitarian contexts and experience in a role involving communicating with distressed and vulnerable people desired.
7. Positive attitude to work, motivated, collegial
8. Experience with case management software desired
9. Experience working with remote customer service provision (call center, help desk, information number, or other similar customer service experience) desired
10. Experience with Microsoft Office Suite (especially Word, Excel, Outlook, PowerPoint);
11. Proven ability to work well in and promote teamwork, thrive in a multi-cultural environment, be flexible and handle pressure with professional grace
12. Fluency in English and Arabic, including strong written English; Experience with translation desired
Personal qualities
1. Handling insecure environment;
2. Planning and delivering results;
3. Working with People;
4. Analyzing;
5. Communicating with impact and respect, including with vulnerable groups of people;
6. Coping with change.
We can offer

Candidates are encouraged to apply early, as applications may be screened prior to the vacancy deadline
Contract period: till 31st December 2021 with the possibility of extension subject to funding
Duty Station: This position will be based in the SRO office in Amman
Salary/benefits: According to NRC’s salary scale and terms and conditions
For more information, please see attached Job Description

Job Description

The Norwegian Refugee Council (NRC) is an independent humanitarian organisation helping people forced to flee.

We work in crises across more than 30 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 is a global provider of expertise that contributes to solving challenges in the humanitarian, development and peacebuilding sectors. Our ultimate goal is to strengthen the resilience, and protect the lives, rights and livelihoods of vulnerable people and communities

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.
This vacancy is now closed.
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