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

Roles and Responsibilities

NRC is implementing a Shelter and Basic Needs Program in Zaatari and Azraq refugee Camps in Jordan; the project aims to support refugees in the camps to have improved coping strategies through the provision of adequate housing and support to their ability to meet their basic needs. The Shelter Technical Assistant / Helpdesk Technical Assistant will be responsible of assisting in the day to day implementation of the WFP helpdesk activity, ensuring people of concerns feedback, requests, complaints and issues are well captured and reported through the systems, and provide feedback on the submitted complaints whenever feedback is collected.

Generic responsibilities

• Implement plan of action for delegated portfolio of Core Competency projects (activities, budget, and project documentation).
• Day-to-day implementation of the project activities.
• Ensure compliance with NRC policies, Core Competency tools, handbooks, and guidelines.
• Ensure that projects target beneficiaries most in need and explore and assess new and better ways to assist.
• Promote and share ideas for technical improvement.
• Prepare and develop status reports as required.
• Ensure proper documentation of reporting supporting documents.
• Actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards & principles within NRC and amongst beneficiaries served by NRC.

Specific responsibilities

• Daily running of helpdesk, where the Technical Assistant is responsible for communicating with the people of concern and the communities on critical information related to the HDs such as food assistance modalities, e-Wallets, eligibility criteria and timeframe of assistance, as well as referring cases for New Arrival Vouchers (NAVs) and e-vouchers/ e-wallets, shelter repair requests or technical issues related to the workshop team. Troubleshooting and logging beneficiaries’ complaints and inquiries using HDs reporting and ticketing systems.
• Provide feedback to persons of concern related to their tickets as submitted at the HDs, when required.
• Distribute New Arrivals Vouchers (NAVs) as approved by WFP.
• Attending regular camp resident meetings when needed / requested.
• Liaise with NRC protection focal point when referring protection cases.
• Work with the incentive-based volunteers (IBV) and the IBV+ in the different activities and submit the needed reports/feedback in a timely manner if needed.
• Other functions that might be assigned by the line manager.

Critical Interfaces

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