Information Management Technical Assistant (CFM)

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.

NRC has made a global commitment to ensuring beneficiaries and other stakeholders 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

• Adhere to NRC policies, tools, handbooks and guidelines
• Assist a range of support with the implementation of the CC 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

• Perform daily data entry of all received messages though 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.
• Assigning cases to relevant focal points through salesforce.
• Respond to WhatsApp messages by sending standard and customized replies shared by focal points, and update the needed case fields on Salesforce.
• Highlight incomplete/insufficient CC responses and any technical issues with database or Salesforce to the TL.
• Any other task as agreed with line manager.

Qualifications

• Experience from working as an Assistant in a humanitarian/recovery context
• Knowledge and experience within a relevant administration, craft or technical field and ideally a relevant vocational qualification
• Previous experience from working in complex and volatile contexts
• Documented results related to the position’s responsibilities
• Fluency in English and Arabic, including strong written English; Experience with translation desired
• High attention to detail and commitment to producing high-quality work
• Ability to perform repetitive tasks with a high degree of accuracy
• Experience with data entry and data management; Able to process large amounts of data
• Strong client-focused orientation
• Strong interpersonal, written and oral communications skills, with ability to express messages clearly and simply to beneficiaries, community members and colleagues.
• Some background in protection issues in humanitarian contexts and experience in a role involving communicating with distressed and vulnerable people desired.
• Positive attitude to work, motivated, collegial
• Experience with case management software desired;
• Experience working with remote customer service provision (call center, help desk, information number or other similar customer service experience) desired
• Experience with Microsoft Office Suite (especially Word, Excel, Outlook, PowerPoint);
• Proven ability to work well in and promote teamwork, thrive in a multi-cultural environment, be flexible and handle pressure with professional grace

Personal qualities

• Handling insecure environment;
• Planning and delivering results;
• Empowering and building trust
• Communicating with impact and response

We can offer

• Candidates are encouraged to apply early, as applications may be screened prior to the vacancy deadline
• Contract period: till 31st December 2022 with the possibility of extension subject to funding
• Duty Station: This position will be based in the NRC SRO office in Amman
• Salary/benefits: According to NRC’s salary scale and terms and conditions
• For more information, please see the Job Description: https://norwegianrefugeecouncil-my.sharepoint.com/personal/marah_nofal_nrc_no/_layouts/15/onedrive.aspx?id=%2Fpersonal%2Fmarah%5Fnofal%5Fnrc%5Fno%2FDocuments%2FJDs%2FCO%20JDs%2FCFM%20Technical%20Assistant%20Job%20Description%2Epdf&parent=%2Fpersonal%2Fmarah%5Fnofal%5Fnrc%5Fno%2FDocuments%2FJDs%2FCO%20JDs&ga=1