More Information
- Experience 0-2
1. Objective
With a strong focus on people-centeredness, listening skills and dialogue, this is an opportunity to be part of the Norwegian Council as a CFM (Community Feedback Mechanism) assistant. The position holder will have as their main responsibility to manage communications with people of interest outside NRC -participants, non-participants, community leaders, among others- through various communication channels, to receive and respond to their concerns as part of the organizational commitment to accountability towards the affected population. The assistant will record all complaints in a CFM database.
2. Main Responsibilities
- Manage and process contacts with participants in NRC programs and projects received by phone, email, WhatsApp, SMS messages, among others.
- Provide information to the population on the operation of NRC programs and projects through the channels provided by the CFM.
- Ensure proper recording, classification, escalation and follow-up of communications received in the Community Feedback Mechanism management system according to the CFM standard operating procedure.
- Ensure that all information relating to complaints and referrals is handled with strict confidentiality and in accordance with relevant data protection and information sharing protocols.
- Assist in the monitoring and response to complaints received, in accordance with the relevant guiding principles and established procedures.
- Support consultation exercises with different groups/types of individuals in the community on how and when best to collect feedback and complaints, and to receive information about the work of NRC, including how to obtain responses to their complaints.
- Support the strategy of disseminating CFM procedures and service channels to NRC staff, implementing partners, and other interested parties.
- Contribute inputs for the preparation of infographics, reports and briefs that reflect relevant statistics on the behavior of cases recorded in the CFM database.
- Others assigned by the supervisor in the fulfillment of the objective of the position.
3. Professional Competencies:
- Professional in administrative sciences, psychology, social sciences or related fields.
- Preferably with one year of experience in customer service and/or complaints management and feedback on social and/or humanitarian projects.
- Ability to transfer knowledge to diverse audiences via telephone
- Knowledge of humanitarian principles and fundamental protection concepts.
- Knowledge of topics or projects with vulnerable populations.
- Proficient knowledge of MS Office utilities (Word, Excel, Power Point, Outlook).
- Active listening skills.
4. Behavioral Competencies
- Managing unsafe environments.
- Working with others
- Communication with impact and respect
- Plan and achieve results
What we offer:
- A challenging and meaningful job in a highly recognized humanitarian organization.
- National permanent contract with competitive salary and benefits package.
- Flexible working environment in a dynamic office.
- Place of work: Tegucigalpa, Honduras
We encourage you to join our work culture that allows staff to share ideas and take responsibility . We encourage and give responsibility to our entire team at all levels, to help solve the complex problems we face. You will have many opportunities to be heard and to take initiative.
NRC is an equal opportunity employer whose policy is diversity, equity and inclusion of staff in terms of age, gender, ethnicity, nationality, physical ability, among others.
About us:
The Norwegian Refugee Council (NRC) is an international, independent, humanitarian, non-profit, non-governmental organization established in 1946. All NRC activities in Latin America and the Caribbean respond to the needs and rights of displaced people and refugees regardless of their age, gender, social, ethnic, religious or national status, with a focus on access to rights and durable solutions. The needs and rights of displaced and vulnerable people remain at the center of our response.