The International Red Cross and Red Crescent Movement is the largest humanitarian network in the world. Its mission is to alleviate human suffering, protect life and health, and uphold human dignity especially during armed conflicts and other emergencies. It is present in every country and supported by millions of volunteers. The International Red Cross and Red Crescent Movement is dedicated to preventing and alleviating human suffering in warfare and in emergencies such as epidemics, floods and earthquakes. It is not a single organization. It is composed of the International Committee of the Red Cross (ICRC), the International Federation of Red Cross and Red Crescent Societies and the 189 individual National Societies. Each has its own legal identity and role, but they are all united by seven Fundamental Principles. These principles are humanity, impartiality, neutrality, independence, voluntary service, unity and universality. Each component of the Movement is committed to respect and uphold them. The ICRC’s exclusively humanitarian mission is to protect the lives and dignity of victims of armed conflict and other situations of violence and to provide them with assistance. It directs and coordinates the Movement’s international relief activities during armed conflicts. Established in 1863, it is at the origin of the Movement. The Federation inspires, facilitates and promotes all humanitarian activities carried out by its member National Societies on behalf of the most vulnerable people. It directs and coordinates its members’ actions to assist the victims of natural and technological disasters, refugees and those affected by health emergencies. It was founded in 1919.
- Experience 2 years
- Location Abuja
Under the supervision of the CCC Supervisor, the Community Contact Centre (CCC) aims to increase ICRC’s Accountability to the persons we serve. The CCC receive questions, complaints and comments from callers from around Nigeria in connection with their humanitarian needs and ICRC activities. The Contact Centre will also share information on ICRC programs and criteria for eligibility
with callers, at times pro-actively and will occasionally also carry out small surveys on behalf of the ICRC.
Main Duties and Responsibilities
- Calls proactively community members to gauge perception and satisfaction level of ICRC activities and services
- Responds to calls to understand the concerns of the caller and decide on whether the concerns can be addressed immediately or require referral to other departments.
- Give calls to persons affected by the conflict and violence in Nigeria to gauge their level of satisfaction and perception over ICRC activities and services
- Understands that some concerns / issues require confidential and sensitive treatment and behaves accordingly.
- Immediately flags to the Community Contact Centre supervisor calls or issues involving Code of Conduct violations or
- requiring the involvement of the Delegation Management.
- Records the details of each call in the appropriate databases / software.
- Immediate follow up of complains and immediate feedback to the Affected Population
- Follows up on cases referred to other departments to ensure timely follow up and action.
- Participates in the formulation of statistics and regular Community Contact Centre reporting by flagging issues and proposing improvements.
- Is available for field missions to become better acquainted with ICRC operations in Nigeria, follow up on specific cases and
- thematic, and, on occasion, participate in monitoring activities for ongoing projects when requested.
Education and Experience Required
- University degree from any reputable institution of learning
- Experience in call centre operation an asset
- Minimum 2 years of professional experience in a similar position
- Good understanding and knowledge of humanitarian issues and current events in Nigeria
- Proficient knowledge and skills in project cycle management
- Experience using online dashboards for data analysis and prior experience working with technology for humanitarian organizations is desirable
Desired profile and Skills
- MUST be proficient in English, Hausa and Kanuri.
- Knowledge in Shuwa Arab, Pidgin, Fulfulde or Tiv an asset.
- Deep understanding of significance of transparency and accountability agenda in remote operations in a highly volatile context
- Understanding on importance of knowledge management and confidentiality
- Good organizational and planning skills
- Communication skills and the aptitude to handle competing messages and priorities
- Sensitive to cultural, gender, religious and other social issues.
Method of Application
Send Curriculum vitae, Cover letter and NYSC Certificate to [email protected]
Clearly indicate “ABJ202100218 WeC Field Officer ABJ if youre applying for (Weapon Contamination (WeC) Field Officer)
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Clearly indicate “ABJ202100222 CCC Operator ABJ if youre applying for Community Contact Centre (CCC) Operators
as the subject of your application (Applications intended for this role without this subject will not be treated)
In the body of the mail, please indicate the following in the format as seen:
- Qualification(s)
- Current location
- Languages you speak
- Years of relevant experience
- Late application will not be considered
Only short-listed candidates will be contacted.
Equal opportunities shall be provided to all employees and applicants for employment based on their demonstrated ability and competence without discrimination based on race, colour, religion, sex, nationality, status, disability etc. However, ICRC will not request for any monetary payments from applicants at any stage of the recruitment process.
