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M&E Project Assistant, IOM Moldova

Poziții disponibile: O poziție
277
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FULL-TIME
ONG
United Nations Moldova

Context:

Following the launch of military operations across Ukrainian territory on 24 February 2022, substantive flows and displacements across Ukraine and toward neighboring countries have been reported countries in the following days. As response to the Ukrainian crisis, IOM Chisinau has increased operational activities which requires additional administrative staff.

Under the overall supervision of the Chief of Mission in IOM Chisinau and the direct supervision of the Programme Support Unit Coordinator, the incumbent will be responsible for:

Core Functions / Responsibilities: 

1. Receive calls from refugees, and other affected people on issues related to IOM, and handle calls in a timely and professional manner, including distressing calls. 

2. Provide customer service and support to callers guaranteeing situational sensitivity during the phone call; input and keep tracking data into IOM appropriate databases in an accurate manner; 

3. Refer cases as per needs requested, both internally and externally, and follow up on referrals until cases are closed. 

4. Record and process complaints in the IOM database and provide feedback to callers, if needed. 

5. Support in managing and refer sensitive complaints/feedback in line with the AAP internal SOP and “do no harm principles” 

6. Enter incoming calls, cases received through suggestion boxes, emails, and through CFM mailbox into the IOM complaints and feedback data base. 

7. 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. IOM is committed to a diverse and inclusive environment. Internal and external candidates are eligible to apply to this vacancy. For the purpose of the vacancy, internal candidates are considered as first-tier candidates. 

8. Promote transparency, and accountability to the affected population by being accountable towards the MEAL unit and the call center in particular. 9. Conduct any other duties or responsibilities as assigned or requested by the supervisor.

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 

Fluency in English, Romanian and Russian is required. Working knowledge of Ukrainian language is an advantage. 

How to apply:

Interested applicants are invited to send the Personal History form https://civic.md/userfiles/attachments/14191/IOM_Personal_History_Form.xls and cover letter in English to: hrchisinau@iom.int 

Please, indicate the position you are applying for and reference code in the subject line of your message. 

Closing date for applications is 07 April 2023.

M&E Project Assistant, IOM Moldova
United Nations Moldova
  • Chișinău

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