Dirección| CTG overview | CTG staff and support humanitarian projects in fragile and conflict-affected countries around the world, providing a rapid and cost-effective service for development and humanitarian missions. With past performance in 17 countries – from the Middle East, Africa, Europe, and Asia, we have placed more than 20,000 staff all over the world since operations began in 2006. |
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| Overview of position | - |
| Role objectives | Responsibilities and Accountabilities - Receive phone calls via YESS helpline and respond to all general and routine queries concerning referral requests related to access to services including health, education, legal aid, psycho-social support and any consular services- Enroll beneficiaries who visit the centre by filling the requisite digital form and ensure that all information included therein is accurate to the best of the incumbent’s ability; - Based on general enrolment, also conduct secondary enrolment for specific services offered by the YESS by using appropriate digital forms created for this purpose. - Immediately report any technical challenges that arise in enrolment and support the Project Officer in liaising with various IOM units including ICT to resolve issues for smooth enrolment. - Redirect queries to and consult with other members of the IOM Libya Units and external partners based on External Referral SoPs as appropriate; - Resolve routine problems reported by claimants according to established guidelines for YESS. Refer received complaints directly to the supervisor; - Enter all incoming referrals, including via helpline in internal registration database; - Report on important trends, issues, problems encountered from day-to day operation of the YESS based on information provided by beneficiaries, referral partners and other local civil society organizations. - Prepare weekly and monthly reports on youth enrolment to various services and overall referral pathways. - Demonstrate an in-depth understanding of relevant Operations SOPs as well as the ability to remain professional, impartial and unbiased during all interactions with migrants and colleagues per the IOM Code of Conduct and instruction on the Prevention of Sexual Exploitation and Abuse (PSEA.); - Maintain the confidentiality and integrity of all relevant paperwork in line with standards of conduct and data protection rules. Alert the management of any non-compliance to SOPs or codes of conduct by IOM staff members or partners; - Perform such other duties as may be assigned; |
| Project reporting | LMI Project Officer with overall supervision by LMI Programme Manager |
| Key competencies | Competencies The incumbent is expected to demonstrate the following values and competencies: Values
Core Competencies – behavioural indicators level 3
Managerial Competencies – behavioural indicators level 3
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| Team management | - |
| Further information | - |
| Disclaimer: · At no stage of the recruitment process will CTG ask candidates for a fee. This includes during the application stage, interview, assessment and training. · CTG has a zero tolerance to Sexual Exploitation and Abuse (SEA) which is outlined in its Code of Conduct. Protection from SEA is everyone’s responsibility and all staff are required to adhere to CTG’s Code of Conduct at all times. |
