Open to Internal and External Candidates

• Position:  Junior Field Assistant (CFM)
• Organizational Unit: PSU
• Duty Station: Yemen, Aden
• IOM Classification: M 3
• Type of Appointment: Third Party Contracted (TPC) MPH Monthly Contract, 6 Months (With a possibility of renewal)
• CFCV No.: CFCV2024.037
• Estimated Start Date:  As soon as possible
• Closing Date: Sunday, 21 July 2024

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.

Organizational Context and Scope:

Working under the overall supervision of the Programme Coordinator (Programme Support Unit) and the direct supervision of the Senior Community Feedback Assistant, the successful candidate will be responsible for leading the implementation and coordination of IOM Yemen’s community feedback mechanism (CFM) inclusive of feedback mechanisms such as hotlines, suggestion boxes and site visits to increase accountability to communities.

Core Functions / Responsibilities:

1.    Receive, process, address and respond to complaints and guide beneficiaries that seek help through IOM hotlines and other CFMs.
2.    Enter all complaints and feedback in the database and keep up to date records to generate reports anytime.
3.    Ensure a proper filling system for all the complaints and feedback taken through the help lines / field visits with filling codes and types.
4.    Collect the complaints and make a daily data entry for all the data collected through the help lines or field visits. Record the complaints and report it to the community feedback team. 
5.    Provide callers with accurate, up-to-date information. Answer callers’ questions/inquiries thoroughly by clarifying
and providing relevant information.
6.    Refer the complaints/feedback to relevant units/clusters/working groups, as applicable and necessary follow ups.
7.    Answer, process, and respond to complaints and guide beneficiaries that seek help through IOM hotlines and other community Feedback Mechanisms (CFMs).
8.    Adhere to the confidentiality of the feedback given, and related information.
9.    Follow up on complaints and feedback referrals as appropriate and modify feedback records accordingly as applicable.
10.    Undertake duty travel related to CFM activities as required.
11.    Perform any other duties as may be assigned.

Required Qualifications and Experience

Education:

• University Degree from an accredited academic institution in relevant disciplines, with a minimum of three years experience.

Experience:

• Good knowledge of and experience with humanitarian guidelines and principles.
• Experience in collecting data through both qualitative and quantitative approaches.
• Good knowledge of information presentation techniques (graphing, charting, tabling etc.) and interpreting them.
• Ability to work effectively under pressure.
• Stays open to internal and external feedback.
• Willingness and ability to continue to function during a crisis, including during an IOM emergency response to a manmade or disaster.

LANGUAGES

• For all applicants, fluency in English and Arabic is required (oral and written).

Required Competencies

Core Competencies – behavioural indicators level 3

• 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. 

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.

Other

• Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
• Only candidates residing in the country of the duty station within commuting distance of the duty station will be considered.
• Appointment will be subject to certification that the candidate is medically fit for appointment, national of the country with automatic right to live and work in the country, and security clearances.
• Females with the above qualifications are encouraged to apply.As part of the application process, all candidates, regardless of the type or duration of the contract, must disclose any known relative who works for IOM or is engaged with IOM in any capacity.
• Non-compliance with the relative disclosure requirement can constitute a basis for withdrawal of offer of employment, or if the employment has begun, terminating the employment contract and/or disciplinary action.