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May 6, 2014
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CEA Officer (Community Engagement & Accountability) – International Federation of Red Cross and Red Crescent Societies

Organizational context (where the job is located in the Organization)
Since beginning of the unrest in Syria during 2011, Jordan has received more than one million Syrians fleeing the conflict. Although officially Jordan’s borders are open to Syrian refugees, the number of refugees being allowed to enter Jordan is being controlled. The Jordanian government, international humanitarian agencies and the Jordan Red Crescent together with its partner IFRC continue to work tirelessly to provide humanitarian assistance to incoming refugees, but these efforts requires not only financial contributions but qualified and competent human resources to manage the CEA activities and coordinate its activities within IFRC, JRCS and other stakeholders.
JRCS is implementing the multi-country MADAD Programme funded by the EU Trust Fund. Social Cohesion development through Community Projects Development is one of a major component of this action. The MADAD initiatives primarily targeting the Syrian refugees in the host communities as 80% of the Syrian refugees are living in the host communities. At the same time, the programme is targeting vulnerable Jordanian host families too. This position will primarily responsible to coordinate the beneficiaries related to community engagement activities e.g. community development projects. The CEA Officer will in-charge of beneficiary selection, coordination and required follow up, management of beneficiary database and records in coordination with the database officer. In addition, this position is also responsible to develop and manage a functional relationship and collaboration with local actors e.g. local authorities, government departments, I/NGOs, CBOs, CSOs and other influential actors. S/he is responsible to maintain close contact with JRCS team/volunteers and provide technical support in CEA areas. Reporting and documentation on CEA activities are is one of her/his key roles.
Job purpose
The CEA Officer is responsible to ensure beneficiary engagement and accountability, protection of beneficiaries’ data, information and transparency to the IFRC/MADAD programme to meet the dual delegacy requirement. This position is also responsible for management of beneficiary complaints, feedback mechanisms and to support refugees and vulnerable host families through home visits. The CEA Officer together with JRCS staff and volunteers will keep records and statistics of all communication and phone calls from the programme beneficiaries. She/he will provide all information regarding complaints received to the IFRC Delegate/Programme Manager and will follow up with beneficiaries as needed and as advised her/his supervisor. The CEA Officer will work closely with concern Delegate, Programme Manager, Livelihoods Officer, PMER Officer, IT & Database Officer and the JRCS Livelihood Officers and volunteers and establish good relationship with beneficiaries.
Job duties and responsibilities
The CEA Officer is responsible for the following tasks:
Communicate and maintain close contact with IFRC (MADAD; in this case) programme beneficiaries through different formal and informal channels e.g. FGDs, KIIs, personal or group meeting, interview etc.;
Develop and maintain an uninterrupted communication and nurture collaboration with local actors related to IFRC Programme e.g. local authorities (municipality and governorate level), local government departments, I/NGOs, CBOs, CSOs and other influential actors;
Assist IFRC beneficiaries with the information about programme details and their entitlements since selection till graduation process. As well as, keep informed and updated the beneficiaries regarding any revision or changes related to programme;
Provide information to the beneficiaries as required (usually monthly/quarterly) basis during field visits and meetings;
Support IFRC Database & Information Management Officer and PMER Officer with development of database (such as; list or template generation, ODK etc.) and IM process (such as; keeping records, generate analysis and reports etc.). Also responsible for the trainings of JRCS staff and volunteers in data collection tools and processes;
Closely work with and support JRCS Officers to build capacity of volunteers to manage CEA activities at community level;
Manage the Beneficiary Communication (BENCOM) system; in particular, handle all sorts of complaints, feedbacks and comments either verbal, written or communicated via phone or social media. Document detailed information and report monthly/quarterly with BENCOM statistics;
Support in development, review and regular update of programme SOPs with technical inputs and information as needed by each sector and/or asked by her/his supervisor;
Participate in meetings related to IFRC Programme (MADAD; in this case) when required by the delegate or team;
To support the JRCS Livelihoods Officers in volunteer recruitment, training and register/record keeping;
Support and facilitate appropriate and relevant training and capacity building for JRCS staff and volunteers involved in supporting livelihoods activities;
Support the JRCS Livelihoods Officers to facilitate PRA activities (e.g. focus group discussions, key informant interviews) in field level along with monitoring of the programme, home visits and donor monitoring visits
Support JRCS to identify programming and technical capacity gaps related to programme; particularly in CEA areas. As well as, facilitate the JRCS team’s capacity development process to fulfilling the capacity gaps;
Draft programme reports and other documents and finalise it through seeking support and inputs from team and her/his manager. Ensure timeliness in all reporting and documentation procedure;
As well as, provide programming and technical inputs in M&E and Reporting process on a regular basis.
To support with material translations and interpretations of technical documents for volunteers;
Manage the record keeping of CEA areas (hard and/or electronic copies) and ensure appropriate filing of documents;
Also responsible to carry-over any other activities/tasks related to programme or IFRC interest as assigned by her/his manager.
Duties applicable to all staff
1. Actively work towards the achievement of the Federation Secretariat’s goals
2. Abide by and work in accordance with the Red Cross and Red Crescent principles and Code of Conduct
3. Perform any other work-related duties and responsibilities that may be assigned by the line manager
4. Be professional, reporting on time to work, maintaining confidentialityJob Details Posted Date: 2019-12-31 Job Location: Amman, Jordan Job Role: Support Services Company Industry: Non-profit Organization Preferred Candidate Career Level: Mid Career Degree: Bachelor's degree

Organizational context (where the job is located in the Organization)
Since beginning of the unrest in Syria during 2011, Jordan has received more than one million Syrians fleeing the conflict. Although officially Jordan’s borders are open to Syrian refugees, the number of refugees being allowed to enter Jordan is being controlled. The Jordanian government, international humanitarian agencies and the Jordan Red Crescent together with its partner IFRC continue to work tirelessly to provide humanitarian assistance to incoming refugees, but these efforts requires not only financial contributions but qualified and competent human resources to manage the CEA activities and coordinate its activities within IFRC, JRCS and other stakeholders.
JRCS is implementing the multi-country MADAD Programme funded by the EU Trust Fund. Social Cohesion development through Community Projects Development is one of a major component of this action. The MADAD initiatives primarily targeting the Syrian refugees in the host communities as 80% of the Syrian refugees are living in the host communities. At the same time, the programme is targeting vulnerable Jordanian host families too. This position will primarily responsible to coordinate the beneficiaries related to community engagement activities e.g. community development projects. The CEA Officer will in-charge of beneficiary selection, coordination and required follow up, management of beneficiary database and records in coordination with the database officer. In addition, this position is also responsible to develop and manage a functional relationship and collaboration with local actors e.g. local authorities, government departments, I/NGOs, CBOs, CSOs and other influential actors. S/he is responsible to maintain close contact with JRCS team/volunteers and provide technical support in CEA areas. Reporting and documentation on CEA activities are is one of her/his key roles.

Job purpose
The CEA Officer is responsible to ensure beneficiary engagement and accountability, protection of beneficiaries’ data, information and transparency to the IFRC/MADAD programme to meet the dual delegacy requirement. This position is also responsible for management of beneficiary complaints, feedback mechanisms and to support refugees and vulnerable host families through home visits. The CEA Officer together with JRCS staff and volunteers will keep records and statistics of all communication and phone calls from the programme beneficiaries. She/he will provide all information regarding complaints received to the IFRC Delegate/Programme Manager and will follow up with beneficiaries as needed and as advised her/his supervisor. The CEA Officer will work closely with concern Delegate, Programme Manager, Livelihoods Officer, PMER Officer, IT & Database Officer and the JRCS Livelihood Officers and volunteers and establish good relationship with beneficiaries.

Job duties and responsibilities
The CEA Officer is responsible for the following tasks:

  • Communicate and maintain close contact with IFRC (MADAD; in this case) programme beneficiaries through different formal and informal channels e.g. FGDs, KIIs, personal or group meeting, interview etc.;
  • Develop and maintain an uninterrupted communication and nurture collaboration with local actors related to IFRC Programme e.g. local authorities (municipality and governorate level), local government departments, I/NGOs, CBOs, CSOs and other influential actors;
  • Assist IFRC beneficiaries with the information about programme details and their entitlements since selection till graduation process. As well as, keep informed and updated the beneficiaries regarding any revision or changes related to programme;
  • Provide information to the beneficiaries as required (usually monthly/quarterly) basis during field visits and meetings;
  • Support IFRC Database & Information Management Officer and PMER Officer with development of database (such as; list or template generation, ODK etc.) and IM process (such as; keeping records, generate analysis and reports etc.). Also responsible for the trainings of JRCS staff and volunteers in data collection tools and processes;
  • Closely work with and support JRCS Officers to build capacity of volunteers to manage CEA activities at community level;
  • Manage the Beneficiary Communication (BENCOM) system; in particular, handle all sorts of complaints, feedbacks and comments either verbal, written or communicated via phone or social media. Document detailed information and report monthly/quarterly with BENCOM statistics;
  • Support in development, review and regular update of programme SOPs with technical inputs and information as needed by each sector and/or asked by her/his supervisor;
  • Participate in meetings related to IFRC Programme (MADAD; in this case) when required by the delegate or team;
  • To support the JRCS Livelihoods Officers in volunteer recruitment, training and register/record keeping;
  • Support and facilitate appropriate and relevant training and capacity building for JRCS staff and volunteers involved in supporting livelihoods activities;
  • Support the JRCS Livelihoods Officers to facilitate PRA activities (e.g. focus group discussions, key informant interviews) in field level along with monitoring of the programme, home visits and donor monitoring visits
  • Support JRCS to identify programming and technical capacity gaps related to programme; particularly in CEA areas. As well as, facilitate the JRCS team’s capacity development process to fulfilling the capacity gaps;
  • Draft programme reports and other documents and finalise it through seeking support and inputs from team and her/his manager. Ensure timeliness in all reporting and documentation procedure;
  • As well as, provide programming and technical inputs in M&E and Reporting process on a regular basis.
  • To support with material translations and interpretations of technical documents for volunteers;
  • Manage the record keeping of CEA areas (hard and/or electronic copies) and ensure appropriate filing of documents;
  • Also responsible to carry-over any other activities/tasks related to programme or IFRC interest as assigned by her/his manager.

Duties applicable to all staff
1. Actively work towards the achievement of the Federation Secretariat’s goals
2. Abide by and work in accordance with the Red Cross and Red Crescent principles and Code of Conduct
3. Perform any other work-related duties and responsibilities that may be assigned by the line manager
4. Be professional, reporting on time to work, maintaining confidentiality

Job Details

Posted Date: 2019-12-31
Job Location: Amman, Jordan
Job Role: Support Services
Company Industry: Non-profit Organization

Preferred Candidate

Career Level: Mid Career
Degree: Bachelor’s degree
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