Position Title:ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย Community Consultation and Referrals Officerย
Number of posts:ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย 1 Post
Reports to:ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย MEL Accountability Coordinatorย
Supervision of:ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย CCR Technical Assistants and CFM focal pointsย
Duty station:ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย Sittwe office, Rakhine State
Travel:ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย 40%
Project number:ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย ย MMFP0000
Duration and type of Contract: ย ย ย Up to December 2025 (Fixed Term)
For your more information, please kindly see the linkย .
Role and responsibilitiesThe following is a brief description of the role.ย
Generic responsibilitiesย
Adherence to NRC policies, guidelines, and procedures.ย Ensure compliance with complaints and referrals handling strategy, tools, handbooks, guidelines and standards.ย Specific technical responsibility for implementation, quality control, monitoring, documentation of the complaint mechanisms, Community Hotline, and the referral system.ย Specific technical responsibility for the coordination with respective implementation partners internally or externally, updating the contact list, information awareness raising, developing IEC materials and dissemination planย Provide specific technical support and capacity building on the complaint mechanisms, Community Hotline, and the referral system towards project staffs.Provide specific technical analysis and feedback on the accessibility, effectiveness and efficiency of the complaint mechanisms, Community Hotline, and the referral system to NRC representatives in coordination forums.Assess, promote, and document ideas for technical improvement and further development options of the complaint mechanisms, Community Hotline, and the referral system.Promote the rights of IDPs/returnees in line with the advocacy strategy.ยSpecific responsibilitiesย
Support the set-up or the upgrade of the complaint and feedback mechanisms within the geographical area of responsibility, in line with NRC Myanmar Complaint Feedback Mechanisms Standard Operating Procedures (SOPs), Community Hotline (SOP) and related tools.ย Contribute to raising the knowledge of the complaint and feedback mechanisms and Community Hotline among the Core Competency (CC) Teams in the area/field offices, as well as among implementing partners and/or external stakeholder and among beneficiaries and target communities.ย Support the development of gender- and age-sensitive awareness materials on the complaint feedback mechanisms and Community Hotline and monitor the accessibility, effectiveness and efficiency of the complaint feedback mechanisms and Community Hotline in coordination with line manager.In coordination with CCR Coordinator ensure that adequate referral pathways at the area/field offices level are operational and regularly updated and responsible for handling and following up the referral cases.Undertake the mapping of the services available within the geographical area of responsibility and assist the development of procedures and tools for internal and external referrals, data entry into the relevant databases, documents are safe manner.Consult beneficiaries and target communities for feedback on the complaint feedback mechanisms, Community Hotline, and the referral system in place, as well as for identifying emerging protection issues in line with data protection and information sharing protocols.ย ย ย Prepare periodic analysis and reports, and attend meetings as required, provide technical supports to Community Hotline Focal points and CFM mobilizers and providing the training if neededย Maintain relations and collaborate with the MEL Officers in the other area offices, as well as with relevant focal persons of other agencies or organisations at the area office level, so as to promote consistency, and benefit from lessons learned and best practices.ย CompetenciesยCompetencies are important for the employee and the organisation to deliver desired results.ย They are relevant for all staff and are divided into the following three categories:
1. Professional competenciesย
These are skills, knowledge and experience that are important for effective performance.ย
Generic professional competencies for this position:ย
Experience from working directly with affected/local communities within an international or local organization in a humanitarian/recovery context.ย Previous experience of working in complex and volatile contexts.Previous experience in handling complaints and/or referrals is desirable but not essential.ย Basic knowledge and understanding of international standards, and protection fundamental concepts and guiding principles, is desirable but not essential.ย Documented results related to the positionโs responsibilities.Mastery of IT tools (MS Office, excel, internet, e-mail, etc.).ย Fluency in local languagesFluency in English, both written and verbalย Expect to abide by Code of Conduct, education, and security policies within NRC.Context related skills, knowledge, and experience (shall be adapted to the specific position):ย
Bachelorโs Degreeย from any recognized universityAdvanced English and computer skills, communication skills, adaptable and resourcefulAt least 2 years working experience in complaint feedback mechanism and Community Hotlineย Experience with managing the activities and staff.At least 2 years working experience in general management with international NGOs, UN agencies or government.2. Behavioral competenciesย
These are personal qualities that influence how successful people are in their job. NRCโs Competency Framework states 12 behavioural competencies, and the following are essential for this position:
Managing resources and achieving resultsHandling insecure environmentsWorking with peopleCoping with change The Norwegian Refugee Council (NRC) is a global humanitarian organisation helping people forced to flee.ย Join us in assisting millions of people in areas where others cannot, tackling some of the world's most dangerous and difficult crises. Bring your skills and dedication to an organisation recognised for providing high quality aid and for defending the rights of refugees and internally displaced people.ย At NRC, we give responsibility to employees at all levels and foster professional growth and innovative teams. You can expect a supportive culture and an open dialogue with management. We are committed to diversity, equity and inclusion.ย Together, we save lives and rebuild futures. Safeguarding is central to NRCโs work. We expect all employees to:ย โข treat everyone with respect and dignityย โข contribute to building a safe environment for allย โข never engage in any form of exploitation, harassment and specifically sexual exploitation, abuse and sexual harassment (SEAH)ย โข always report. NRC has a zero-tolerance approach to inaction against exploitation, abuse and SEAH