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Community Consultation and Referral Officer Myanmar Maungdaw

Myanmar (Myanmar)

  • Organization: NRC - Norwegian Refugee Council
  • Location: Myanmar (Myanmar)
  • Grade: Consultant - Contractors Agreement - Consultancy
  • Occupational Groups:
    • Social Affairs
    • Civil Society and Local governance
  • Closing Date: 2021-10-18

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Job Description


A job description is a written statement that describes the employee’s role and responsibilities. The role and responsibilities shall be executed within the NRC framework. The job description facilitates the recruitment process by stating the necessary competencies. It is mandatory for all positions.


Position:                                   Community Consultations & Referrals Officer (Only Female)

Reports to:                                M&E Accountability Coordinator

Supervision of:                          Community Consultation and Referral Assistants/ CFM Focal Points

Duty station:                             Maung Daw Office

Category and Level                   Grade 5, Step 1

Salary Range                             826, 000 MMK

Travel:                                       60%

Duration and type of contract:  Fixed term - until 31st December 2021


All NRC employees are expected to work in accordance with the organisation’s core values: dedication, innovation, inclusivity and accountability. These attitudes and believes shall guide our actions and relationships.



  1. 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.


  1. Ensure compliance with NRC policies, guidelines and standards.
  2. Ensure compliance with complaints and referrals handling strategy, tools, handbooks, guidelines and standards.
  3. Specific technical responsibility for implementation, quality control, monitoring, documentation of the complaint mechanisms, Community Hotline and the referral system.
  4. 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
  5. Provide specific technical support and capacity building on the complaint mechanisms, Community Hotline and the referral system towards project staffs.
  6. 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.
  7. Assess, promote and document ideas for technical improvement and further development options of the complaint mechanisms, Community Hotline and the referral system.
  8. 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.
  • 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, internal and external referrals and 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
  • Collaborate with the M&E Team in the North West Area office.
  • 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.


Critical interfaces

By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are:

  • Protection and ICLA Specialists
  • Protection and ICLA Project Managers
  • M&E Team in the area office
  • CC Teams in the area/field offices
  • Integrated Area Programme Manager
  • Area Manager
  • Implementing partners and/or contractors
  • Beneficiaries and target communities, as well as key external stakeholders


Scale and scope of position


M&E Community Consultation and Referral Assistants in Sittwe and Maungdaw and 4 CFM mobilizers in Sittwe camps


UN Agencies, INGOs, local NGOs, civil society, governmental institutions




GORS, Intranet

Legal or compliance:

Term of Employment


  1. 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.
  • Basic knowledge and understanding of international standards, and protection fundamental concepts and guiding principles, is desirable but not essential.
  • Ability to transfer knowledge to diverse audiences through training, mentoring, and other formal and non-formal methods.
  • Ability to analyze and integrate information from a wide range of sources.
  • Mastery of IT tools (MS Office, internet, e-mail, etc.).
  • Good working knowledge of English, both written and verbal.




Context/specific skills, knowledge and experience:

  • Knowledge of the context in the geographical area of responsibility is desirable but not essential
  • Knowledge of the local languages


2. Behavioral competencies

These are personal qualities that influence how successful people are in their job. NRC’s Competency Framework states 12 behavioral competencies, the following are essential for this position:

  • Planning and delivering results
  • Working with people
  • Communicating with impact and respect
  • Handling insecure environments



  1. Performance Management

The employee will be accountable for the responsibilities and the competencies, in accordance with the NRC Performance Management Manual. The following documents will be used for performance reviews:

  • The Job Description
  • The Work and Development Plan
  • The Mid-term/End-of-trial Period Performance Review Template
  • The End-term Performance Review Template
  • The NRC Competency Framework



By signing this job description, the employee accepts these terms and conditions as well as the NRC Guiding Principles on Sexual Harassment and the General Code of Conduct for all NRC’s field personnel attached to this document.

We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.

What does it mean?

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