Project Assistant (Accountability to Affected Populations) - IOM Moldova

CALL FOR APPLICATIONS

Reference code SVN2023-46 

Open to Internal and External Candidates

Position Title: Project Assistant (Accountability to Affected Populations)

Duty Station: Chisinau, Moldova

Classification: General Service Staff

Type of Appointment: Special Short-Term Ungraded

Duration: Six months with possibility of extension

Estimated Start Date: As soon as possible

Closing Date: 19 December 2023

Established in 1951, IOM is the leading inter-governmental organization in the field of migration and works closely with governmental, intergovernmental, and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

IOM is committed to a diverse and inclusive environment. Well qualified candidates, particularly women, persons with disabilities, Roma and other ethnic or religious minorities, persons living with HIV are particularly encouraged to apply. 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.

Context:

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

Under the overall supervision of the Chief of Mission and the Emergency Coordinator in IOM Moldova and the direct supervision of the CCCM Programme Officer, the incumbent will be responsible for:

Core Functions / Responsibilities:

1. 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 Accountability to Affected Populations (AAP), Community Feedback Mechanism (CFM) and Standard Operating Procedures (SOPs).
2. Handle calls in a timely and professional manner, including distressing calls, record 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 on action taken, if needed.
5. Support in managing and refer sensitive complaints in line with the AAP internal SOPs and “do no harm principles.”
6. Enter incoming calls and messages received through suggestion boxes, emails, media channels, and through CFM mailbox into the IOM database categorizing it accordingly.
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.
8. Promote transparency, and accountability to the affected population by being accountable towards the AAP unit.
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 two 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 (oral and written).
• Working knowledge of Ukrainian language is an advantage.

Required Competencies

The successful candidate is expected to demonstrate the following values and competencies: 

Values  

• Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible. 
• 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 – behavioural 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 action and delegated work. 
• Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way. 

Other

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

Internals of the Organization and NMS candidates will be considered as first-tier candidates. This vacancy is also open to second-tier candidates.

Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances, and a valid COVID certification.

Only candidates residing in either the country of the duty station or from a location in a neighbouring country that is within commuting distance of the duty station will be considered. In all cases, a prerequisite for taking up the position is legal residency in the country of the duty station, or in the neighbouring country located within commuting distance, and work permit, as applicable.

How to apply:

Interested applicants are invited to send the Personal History Form 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 19 December 2023.

In order for an application to be considered valid, IOM only accepts the Personal History Forms duly completed.

Only shortlisted candidates will be contacted.

Posting period: From 04.12.2023 to 19.12.2023