Job description
CTG overview |
CTG stands for Committed To Good. With an ethical approach at the heart of
all that we do, it is a description that makes us proud. Respect for the
fundamental human rights of our staff, and those our staff encounter, is a
cornerstone of our values. We strive for gender equality, inclusion and
diversity, providing fair and equal opportunities for all. We take a zero
tolerance approach to corruption and stay true to local labour laws and all
local statutory requirements.
In operation since 2006, today we are honoured to serve clients in 15
fragile and conflict-affected states assisting with disaster relief, peace
building, humanitarian aid and development programmes through our
specialised recruitment, HR management and operational services.
|
Overview of position |
Organizational Context and Scope
Under the general supervision of the LHD Programme Manager and the direct supervision of the LHD Project Officer, the Project Assistant is responsible for receiving all incoming beneficiaries of IOM’s Flagship Youth Employment One Stop Shop (YESS), including answering and following up on incoming calls via YESS helpline system.
|
Role objectives |
- Receive phone calls via YESS helpline and respond to all general and routine queries concerning referral requests related to access to services including health, education, legal aid, psycho-social support and any consular services.
- Enrol beneficiaries who visit
the centre by filling the requisite digital form and ensure that all
information included therein is accurate to the best of the incumbent’s
ability;
- Based on general enrolment, also
conduct secondary enrolment for specific services offered by the YESS by
using appropriate digital forms created for this purpose.
- Immediately report any technical
challenges that arise in enrolment and support the Project Officer in
liaising with various IOM units including ICT to resolve issues for smooth
enrolment.
- Redirect queries to and consult
with other members of the IOM Libya Units and external partners based on
External Referral SoPs as appropriate;
- Resolve routine problems
reported by claimants according to established guidelines for YESS. Refer
received complaints directly to the supervisor;
- Enter all incoming referrals,
including via helpline in internal registration database;
- Report on important trends,
issues, problems encountered from day-to day operation of the YESS based
on information provided by beneficiaries, referral partners and other
local civil society organizations.
- Prepare weekly and monthly
reports on youth enrolment to various services and overall referral
pathways.
- Demonstrate an in-depth
understanding of relevant Operations SOPs as well as the ability to remain
professional, impartial and unbiased during all interactions with migrants
and colleagues per the IOM Code of Conduct and instruction on the Prevention
of Sexual Exploitation and Abuse (PSEA.);
- Maintain the confidentiality and
integrity of all relevant paperwork in line with standards of conduct and
data protection rules. Alert the management of any non-compliance to SOPs
or codes of conduct by IOM staff members or partners;
- Perform such other duties as may
be assigned;
|
Project reporting |
Reporting to LHD Project Officer
|
Key competencies |
Other skills:
• Prior
Movement Operations or counselling case worker experience a strong advantage; and
excellent communication skills both verbally and in writing;
• Strong
computer skills - Word, Excel and Internet and experience with Accounting
systems is an advantageous.
The incumbent is expected to demonstrate the following
values and competencies:
Values
-
Inclusion and respect for diversityrespects
and promotes individual and cultural differences; encourages diversity and
inclusion wherever possible.
-
Integrity and transparency: maintain high ethical standards
and acts in a manner consistent with organizational principles/rules and
standards of conduct.
-
Professionalism: demonstrates ability to work in
a composed, competent and committed manner and exercises careful judgment
in meeting day-to-day challenges.
Core Competencies – behavioural indicators level 3
-
Teamwork:
develops and promotes effective collaboration within and across units to
achieve shared goals and optimize results.
-
Delivering results:produces and delivers quality results in a
service-oriented and timely manner;is action oriented and committed to achieving agreed outcomes.
-
Managing and sharing knowledge: continuously seeks to learn, share knowledge and
innovate.
-
Accountability:takes ownership for achieving the Organization’s priorities and
assumes responsibility for own action and delegated work.
-
Communication: encourages and contributes to clear and open communication;
explains complex matters in an informative, inspiring and motivational
way.
Managerial
Competencies – behavioural indicators
level 3
-
Leadership: provides a clear sense of direction, leads by example and
demonstrates the ability to carry out the organization’s vision; assists
others to realize and develop their potential.
-
Empowering others & building
trust: creates an atmosphere of trust and an enabling
environment where staff can contribute their best and develop their
potential.
-
Strategic thinking and vision: works strategically to realize the Organization’s goals and communicates a clear strategic direction.
|
Team management |
No managerial responsibilities are needed.
|
Further information |
Internals of the Organization and
NMS candidates, as well as external female candidates, will be considered as
first-tier candidates. This vacancy is also open to second-tier candidates.
The appointment is subject to
funding confirmation.
Appointment will be subject to certification that the
candidate is medically fit for appointment, accreditation, any residency or
visa requirements, and security clearances.
|