Refugee Information Unit Team Leader

RESPONSIBILITIES

• To assist the Refugee Information Supervisor with managing inquiries, inter-departmental requests, and other department work;
• To assist with training and supervising RIU team members;
• To review the Standard Operating Procedures and help the Refugee Information Supervisor write local procedures when necessary;
• To help the managers disseminate program information and new policies within the Unit;
• To ensure that the quality standards are maintained by ensuring compliance through individual supervision, staff assessments, performance evaluation and team meetings;
• To ensure that refugee data and information security is observed throughout the resettlement process;
• To be vigilant for any activity or trends which may imply malfeasance or abuse of trust and report to management and / or the Risk and Compliance Coordinator;
• To ensure that ICMC’s standards and PRM’s requirements are upheld at all times;
• To coordinate responses to refugee inquiries with ICMC resettlement and orientation staff;
• To answer refugee inquiries via phone and e-mail as needed;
• To support the Refugee Information Supervisor with the dissemination of relevant information to refugees;
• To assist the Refugee Information Unit and IT Department with the Web Portal of ICMC/RSC;
• Support the Refugee Information Supervisor with internal and external communications (including publications) related to refugees;
• Support the Refuge Information Supervisor and the Head of RSC Communications in coordination of special events, open houses, displays, exhibits, etc.;
• To work in collaboration assigned staff in both the ICMC Beirut office and the ICMC Istanbul office in answering refugee inquiries;
• Performs other duties as assigned by the Head of RSC Communications and Refugee Information Supervisor.

REQUIREMENTS

• Experience with resettlement and USRAP is a plus; Relevant university degree or equivalent experience required;
• Fluency in English (written and spoken) required, Arabic is a plus;
• Strong written and oral communication skills;
• Experience with ICMC’s Refugee Information Unit is an advantage;
• Commitment to uphold ICMC’s values of fairness, equality and respect of human dignity;
• Commitment to safeguard refugee interests and to prevent any real or perceived abuse of trust and conflict of interest;
• Strong Technical skills; including Web and SMS platforms management technologies and Microsoft software,such as: Excel, Outlook email system, PowerPoint, Word
• Proven inter-personal skills and insight into conditions of refugees to treat them with patience and compassion, calmly and tactfully;
• Ability to accurately follow instructions regarding ICMC/PRM policies and procedures to provide and clarify information to refugees;
• Ability to prioritize tasks and effectively manage the inquiry load of ICMC/RSC;
• Ability to identify problems and propose solutions and recommendations for improvement;
• Ability to demonstrate flexibility to perform under changing, intensive deadlines and at times with constant interruptions;
• Experience in working in a multi-cultural work environment;
• Willingness to work flexible hours and at time weekends.
• Conduct work with the highest level of personal and professional integrity. Must comply with and actively promote ICMC's zero tolerance policy with regard to sexual exploitation and abuse, harassment, abuse of power, fraud and corruption in all of its activities and responsibilities.