Under the overall supervision of the Emergency & Resilience Program Officer and the direct supervision of the Senior Project Assistant (Cash-Based Interventions and Information Management), the incumbent will be responsible for supporting accountability to affected populations (AAP) as outlined in the following sections:

1. Maintain communication with beneficiaries/non-beneficiaries through established hotline and respond to their queries via e-messaging and calls.
2. Regularly maintain a record of incoming and outgoing calls, categorizing inquiries and complaints by using existing internal data base systems.
3. Prepare and report call log analysis on an agreed frequency, contributing to other monitoring activities.
4. Actively follow up with relevant operations and support staff to collect and return feedback to beneficiaries, ensuring timely feedback loops with callers.
5. Liaise with external partners and financial service providers as needed to troubleshoot and resolve issues reported by beneficiaries.
6. Escalate complaints and concerns to management when required to ensure appropriate action.
7. Assist in analyzing trends of incoming queries to develop and update FAQ materials and provide inputs for donor reporting as required.
8. Always adhere to IOM’s data protection principles: ensuring dignity and privacy of beneficiaries is respected and prioritized by protecting confidentiality of the information received.
9. Promote a beneficiary-centered approach through positive communication and timely follow-up to encourage feedback.
10. Provide feedback to improve processes for receiving, tracking and responding to calls.
11. Support with other tasks and data collection activities implying direct contact with beneficiaries, upon request, but not limited to, translation, visits to the field, ATM card deliveries, beneficiary escorts upon movements,
12. Assist in conducting monitoring activities, as needed, including Post Distribution Monitoring for IOM’s cash assistance interventions and case management, key informant interviews and the verification of monthly cash assistance beneficiaries.
13. Perform other tasks as assigned.

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Qualifications for Candidates

Education:

• Completed university degree from an accredited academic institution with two years of relevant professional experience, OR High school with four years of relevant professional experience.

Experience:

• Broad sector knowledge and/or field experience in the areas of accountability to affected populations, protection, humanitarian response and related areas.
• Previous experience in the area of refugee response in Jordan is required.
  Previous experience in data collection exercises and direct contact with refugee beneficiaries is an added value.
• Previous experience in accountability to affected populations (AAP) is an added value.

Skills:

• Advanced computer skills and literacy (MS Word, Power Point), proficiency in Excel. Knowledge of Power BI-based platforms is an added advantage.

Languages

• Fluency in English and Arabic is required (oral and written),
• Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values – all IOM staff members must abide by and demonstrate these three values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains 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.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioral indicators (Level 1)

• 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 actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Notes

1. Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
2. This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.
3. This post is subject to local recruitment. Only those holding a valid residence and work permit for the country where this position is based will be eligible for consideration.
4. Appointment will be subject to certification that the candidate is medically fit for appointment, verification of residency, visa, and authorizations by the concerned Government, where applicable. Vaccination against COVID-19 will be required for IOM personnel who are hired or otherwise engaged by IOM. As part of the mandatory medical entry on duty clearance, candidates will be requested to provide evidence of full vaccination.
5. IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
6. IOM only accepts duly completed applications submitted through the IOM online recruitment system. The online tool also allows candidates to track the status of their application.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies