Norwegian Refugee Council - ( Syria response office )
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IM Tech. Assistant (S/W)- National Position

Job Description and Requirements

The Norwegian Refugee Council (NRC) is a non-governmental, humanitarian organization with 60 years of experience in helping to create a safer and more dignified life for refugees and internally displaced people. NRC advocates for the rights of displaced populations and offers assistance within the shelter, education, emergency food security, legal assistance, and water,sanitation and hygiene sectors. 

The Norwegian Refugee Council has approximately 9000 committed and competent employees involved in projects across four continents. In addition, NRC runs one of the world’s largest standby rosters -NORCAP, with 650 professionals, ready to be deployed on 72 hours notice when a crisis occurs

Our Ideal Candidate:

We are seeking a motivated professional individual to join our Syria Response Office’s operations. The ideal candidate must be a Bachelor Degree holder or above in Customer Service, Sales and Marketing, communications or similar. Also the candidate must have relevant experience from working as an Information Management Technical Assistant in a humanitarian/recovery context. We are particularly interested in a candidate who has experience with qualitative and quantitative data collection and data management techniques

The Information Management Technical Assistant will act as the programme’s data focal point for a single core competence team within an area office. S/he will help coordinate data and information management related to the Feedback Handling Mechanism (FHM) between the programme's beneficiaries and also between the implementing staff and the Information Management Officer based in Amman. S/he will support the project manager with data collection, data analysis, data storage and reporting to internal and external stakeholders.


  • Hiring for this position is subject to project funding


Generic responsibilities

  1. Adhere to NRC policies, tools, handbooks and guidelines
  2. Assist with the implementation of the IM support function according to the plan of action
  3. Prepare and develop status reports as required by management
  4. Ensure proper filing of documents
  5. Promote and share ideas for improvement and innovation of the IM support function

Specific responsibilities

  1. Communicating with communities through various channels e.g. WhatsApp, phone calls, complain box, etc. This includes keeping records of all interactions, transactions, comments and complaints in an online platform e.g. Salesforce. This includes acknowledging, processing and resolving any received feedback and/or complaint by following up with programme staff to resolve the issues as per existing systems and processes.
  2. Maintaining a positive, empathetic and professional attitude toward local communities at all times.
  3. Maintain confidentiality and observe data protection and other associated guidelines by protecting the safety and dignity of those who make a complaint, as well as those who are complained about; and provide a non-judicial but respectful means for addressing grievances, and the provision of redress where it is required.
  4. Support project and field staff to effectively manage feedback and complaints and to respond appropriately to less serious and more serious complaints, that can otherwise put certain staff under a great deal of stress
  5. Demonstrate our commitment to the rights of communities and our humility and commitment to achieving programme objective goals
  6. Give updates on issues related to data quality and assist in implementing actions to address compromise in data quality
  7. Report on FHM activities, including supporting the IMO with filling in the FHM section in PDM monitoring reports and alike etc.
  8. Perform Routine data processing and entry exercises and assist in data analysis and preparation of monthly feedback and/or complaint reports.
  9. Provide ad-hoc and regular analysis of feedback and/or complains as needed.
  10. Maintaining and developing Frequently Asked Questions (FAQs) with support from IMO and the rest of the programme team. 

Additional Information:

  • Candidates are encouraged to apply early, as applications may be screened prior to the vacancy deadline
  • Contract period: till 30th Sept. 2019 with possibility of extension
  • Duty Station: This position will be based in SRO office
  • Salary/benefits: According to NRC’s salary scale and terms and conditions
  • For more information, please see attached Job Description