Керівник/ця групи Call Center Cash and Markets

Nationals Only… 

Background:

The Norwegian Refugee Council has been present in Ukraine since 2014, helping more than 700,000 people with food, shelter, water, sanitation, and legal assistance. Rapid change of situation in February 2022 during which whole Ukraine became affected by the conflict required significant scale-up of emergency programmes.  In response to the large-scale of displacement of refugees fleeing Ukraine, NRC is in the process of setting up humanitarian operations for refugees arriving in Poland, Romania and Moldova. NRC will respond, focusing on an integrated approach that combines our sectoral areas of expertise – education, protection, urban displacement outside camps, legal aid (ICLA) and shelter – working to a great extent through local partners.   

The bulk of NRC’s response is through Multi-Purpose Cash Assistance, leading to the creation of a regional Cash and Markets team who support the work carried out by the Ukraine Country Office Cash and Markets team. This regional team focuses on coherence (ensuring tools and approaches are standardised across the response), creativity (focusing on innovative thinking), collaboration (working with different departments and teams across NRC), accountability (being honest and transparent about challenges and successes), and creating an enabling environment whereby tools and skills are shared across NRC.

RESPONSIBILITIES

1. Role and responsibilities

The purpose of the Cash and Markets Team Leader (Call Centre) position is to manage a Cash and Markets team and assist in the day-to-day implementation of the cash assistance projects.

Generic responsibilities 

1. Management of project staff (Cash and Markets Technical Assistants Call Centre)
2. Implement plan of action for delegated portfolio of Cash and Markets projects (activities, budget and project documentation)
3. Day to day follow of progress in project implementation
4. Ensure compliance with NRC policies, Cash and Markets tools, handbooks and guidelines
5. Ensure that projects target beneficiaries most in need, and explore and asses new and better ways to assist
6. Promote and share ideas for technical improvement
7. Prepare periodic progress reports and other documents
8. Ensure capacity building of project staff and transfer key skills
9. Liaison and collaborate with relevant local authorities and stakeholders
10. Promote the rights of IDPs/returnees in line with the advocacy strategy

Specific responsibilities

• Represent NRC using excellent communication skills with beneficiaries, communities and stakeholders.
• Handling of calls in the call center from refugees and asylum seekers including responding to beneficiaries’ inquiries and providing detailed information,
• Referring callers to other partners and services
• Stays updated regarding internal procedures and guidelines.
• Undertakes day to day data collection and data entry related to the call center activities
• Assist and otherwise facilitate identification of the most vulnerable beneficiaries who require project’s assistance.
• Assist the Cash and Markets Call Centre Team Leader in registration of beneficiaries; verification of needs distribution of assistance in line with NRC policies and donor requirements.
• Ensure proper filing of documents.
• Provide any kind of assistance to the Cash and Markets Call Centre programme as a whole, based on needs identified and assignments delegated. 

QUALIFICATIONS

Competencies

1. Professional competencies

Generic professional competencies:

• A university degree
• Experience from working in a project implementation position in a humanitarian/recovery context
• Previous experience in working in complex and volatile contexts;
• Documented results related to the position’s responsibilities;
• Fluency in Russian or Ukrainian and English
• High Computer and technology/digital literacy.
• High literacy on social media apps

Context/ Specific skills, knowledge and experience:

• Willingness to work in demanding, stressful situations under difficult living conditions with respect for basic security rules;
• Solid understanding and experience of crisis contexts and working in complex emergencies.
• High tolerance and patience to respond and assist possible beneficiaries over the phone.

2. Behavioural competencies

• Handling insecure environment
• Working with people
• Coping with changes
• Planning and delivering results
• Empowering and building trust
• Communicating with impact and respect

ABOUT US

The Norwegian Refugee Council (NRC) is an independent humanitarian organisation helping people forced to flee. We work in crises across more than 31 countries, providing emergencies and long-term assistance to millions of people every year. We stand up for people forced to flee, advocating their rights. NORCAP, our global provider of expertise, helps improve international and local ability to prevent, prepare for, respond to and recover from crises. NRC also runs the Internal Displacement Monitoring Centre in Geneva, a global leader in reporting on and advocating for people displaced within their own country.

Employment with NRC may lead to employment in or deployment to Regions, Countries, Areas or Offices that may be host to considerable health, safety and security risks. NRC takes this very seriously and we have procedures in place to reduce known risks, but will never be able to take away all risks.

NRC is an equal opportunities employer and aims to have staffing diversity in terms of age, gender, ethnicity, nationality and physical ability.

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