Responsibilities and Accountabilities

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 AAP CFM 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 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.

SECTION 5

Languages

REQUIRED

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

DESIRABLE

Working knowledge of Ukrainian language is an advantage.

SECTION 6

Competencies[1]

The incumbent is expected to demonstrate the following values and competencies:

VALUES – All IOM staff members must abide by and demonstrate these five values:

Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.

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 – Choose a level.

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 actions and delegated work.

Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

MANAGERIAL COMPETENCIES – Behavioural indicators – Choose a level.

Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.

Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.

Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.

Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.

Humility: Leads with humility and shows openness to acknowledging own shortcomings.

Notes

1. Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
2. This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.
3. This post is subject to local recruitment. Only those holding a valid residence and work permit for the country where this position is based will be eligible for consideration.
4. Appointment will be subject to certification that the candidate is medically fit for appointment, verification of residency, visa, and authorizations by the concerned Government, where applicable. Vaccination against COVID-19 will be required for IOM personnel who are hired or otherwise engaged by IOM. As part of the mandatory medical entry on duty clearance, candidates will be requested to provide evidence of full vaccination.
5. IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
6. IOM only accepts duly completed applications submitted through the IOM online recruitment system. The online tool also allows candidates to track the status of their application.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements