AAP Project Assistant

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Description

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Responsibilities

Responsibilities and Accountabilities

• Receive calls from refugees, third country nationals, and other affected vulnerable people on enquiring for information, requesting assistance, sharing feedback, or lodging a complaint about IOM services by sharing information in the language understood by a diverse group of stakeholders and guaranteeing situational sensitivity during the phone call in line with the guidelines provided in the IOM Moldova AAP CFM SOPs.
• Handle calls in a timely and professional manner, including distressing calls, record and keep tracking data into IOM appropriate databases in an accurate manner. 
• Refer cases as per needs requested, both internally and externally, and follow up on referrals until cases are closed. 
• Record and process complaints in the IOM database and provide feedback to callers on action taken, if needed. 
• Support in managing and refer sensitive complaints in line with the AAP internal SOPs and “do no harm principles.” 
• Enter incoming calls and messages received through suggestion boxes, emails, media channels, and through CFM mailbox into the IOM database categorizing it accordingly.
• Provide accessible and timely information on organizational procedures, structures and processes that may impact communities to support informed decisions and engage communities in dialogue as part of information provision. 
• Promote transparency, and accountability to the affected population by being accountable towards the AAP unit.
• Conduct any other duties or responsibilities as assigned or requested by the supervisor.

Qualifications

Required Qualifications and Experience

EDUCATION

• Bachelor’s degree in social services, psychology, information management, geography, statistics, or other related fields with at least 2 years of working experience; or
• High School diploma with four years of relevant experience.

EXPERIENCE

• Experience in communications and customer service-related activities.
• Experience working with vulnerable populations an advantage. 
• Work experience in field visits under humanitarian programming would be an advantage.
• Experience in basic monitoring and evaluation activities would be an advantage.

SKILLS

• Knowledge or experience (or willingness to learn) maintaining internal tracking tools; 
• Ability to thoroughly follow up on cases internally and externally.

Languages 

REQUIRED

• Fluency in English, Romanian and Russian is required (oral and written).

Source: https://fa-evlj-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1001/job/12448

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