ICLA Digital Transformation Coordinator

All NRC employees are expected to work in accordance with the organisation’s core values: dedication, innovation, inclusivity and accountability. These attitudes and believes shall guide our actions and relationships.

1. Background

The Norwegian Refugee Council (NRC) supports people affected by displacement living in Lebanon and advocates for their rights inside the country, regionally and internationally.

The NRC Information, Counselling and Legal assistance (ICLA) program in Lebanon started in 2012, providing legal aid to refugees from Syria.

The ICLA programme in Lebanon is focused on the provision of information, counselling and legal assistance services on civil documentation, legal residency, housing, land and property and employment rights, conducts capacity building activities for relevant stakeholders and advocacy actions, on legal protection aspects.

ICLA Lebanon has recently embarked on a digital transformation journey. ICLA understands that information and communication technology (ICT) should play an increasingly important role in the provision of legal services to beneficiaries. New digital modalities of service provision and interaction with beneficiaries have the potential to increase the reach of the NRC ICLA program, enhance its ability to deliver and overcome access barriers and improve the quality and timeliness of its services. These new service delivery modalities will contribute to NRC's Global Strategy, and particularly to NRC's global ambition to "become a leader in using data and technology to deliver better results."

2. Role and Responsibilities:

The ICLA Digital Coordinator will significantly contribute to transform the way ICLA provides its services, through the development and deployment of digital solutions. The ICLA Digital Coordinator will be responsible for coordinating the ICLA digital team, support the design, piloting and roll out of digital solutions and ensuring that feedback and learning from the field are taken into consideration in the development of strategies and products.

Generic responsibilities

1. Adhere to NRC policies, guidance and procedures
2. Contribute to ICLA strategy development, project proposals and provide input on needs and gaps
3. Promote and share ideas for improvement and necessary changes in the activities
4. Ensure capacity building of project staff and transfer key skills
5. Support ICLA Specialist in collaboration with the ICLA Global Digital PM to develop and execute ICLA's vision and strategy for digital transformation.
6. Ensure compliance with the goals and objectives of the digital ICLA strategy
7. Collaborate with Global ICLA team in HO to ensure alignment with global digital strategies for ICLA.
8. Coordinate and manage digital ICLA initiatives
9. Support learning and development of staff on digital initiatives
10. Ensure that NRC’s related activities are implemented within NRC’s Protection mainstreaming guidelines and report any breaches/concerns to the line manager and/or focal point for proper action.

Specific responsibilities:

• Oversee the ICLA Lebanon Digital transformation initiatives
• Line management of the Digital transformation team
• Lead the implementation of the ICLA digital platform pilot and roll out.
• Engage with relevant NRC staff at national and field level in the project to ensure participation and continuous feedback
• Coordinate legal content management development and publication for the digital platform
• Coordinate the roll out of the user portal with field teams
• Coordinate training opportunities for ICLA staff and beneficiaries in use of the digital tools.
• Build adequate technical capacity for a sustainable use of digital modalities for legal services provision
• Support NRC in monitoring and evaluating the use of digital modalities.
• Coordinate activities closely with the Global ICLA Digital PM to report on progress and ensure alignment of strategies.  
• Provide regular progress reports to the line manager and related senior management
• Share experience and lessons learned with other country offices in collaboration with Global ICLA Digital PM.
• Ensure compliance with and adherence to NRC policies and procedures, especially in relation to data protection
• Contribute to the identification of possible collaboration opportunities with other actors (humanitarian, private sector, academia, donors), representing NRC in relevant forums and leading promotion initiatives linked to the project.

Critical Interfaces:

By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are:

• ICLA Specialist
• ICLA National Team members
• ICLA Global Project Manager
• ICLA Field teams
• ICT department
• Accountability

3. Competencies

Competencies are important in order for the employee and the organisation to deliver desired results. They are relevant for all staff and are divided into the following two categories:

1. Professional Competencies:

These are skills, knowledge and experience that are important for effective performance.

• Bachelor’s degree in social sciences, law, computer science or any other related field.
• Minimum 3 years of relevant experience  in a similar position
• Fluency in written and spoken English and Arabic.
• Interest in humanitarian work, refugee contexts and legal programmes
• Previous experience in digital transformation and innovation is an asset
• Previous experience in working in complex and volatile contexts
• Knowledge of cloud and SaaS solutions, particularly CRM's such as Salesforce and MS Dynamics.
• Understanding and experience in conducting and applying human-centered design processes, using Design Thinking methodologies for the strategic development of solutions, working in collaboration with teams, relevant entities and beneficiaries.

2. Behavioral competencies

These are personal qualities that influence how successful people are in their job. NRC’s Competency Framework states 12 behavioral competencies and the following are essential for this position:

• Strategic thinking
• Planning and delivering results
• Managing performance and development
• Coping with change
• Working with people
• Handling insecure environments