Amjad Rabadi

Main responsibilities:** GOAL Syria Programme Data Management Systems and Departmental Oversight

• Ensure that programme database designs, systems and information management technology used to support GOAL Syria programme implementation are appropriate and fit for purpose.
• Provide Technical Support to Accountability, Monitoring & Evaluation (M&E), Beneficiary Selection and Verification, Programme and Logistics Supply Chain departments regarding data system design and management, to facilitate accurate capture and flow of information related to the beneficiary selection and verification processes, field monitoring activities, delivery of assistance tracking, and community complaints and response data.
• The PDSC will be GOAL Syria’s resource expert regarding programme beneficiary data protection policy. He or she will conduct regular reviews of programme beneficiary data protection SOPs, identify gaps, and ensure their alignment with GDPR and data protection good practices in the context of Humanitarian Action. The PDSC will lead on designing and roll out of GOAL Syria beneficiary data protection policies and its application in the field.
• The PDSC will establish systems and protocols to promote and safeguard the integrity of programme data ensuring its accuracy, while capturing any potential data weaknesses during analysis and processing. The PDSC will be responsible for conducting routine data quality audits (DQA) for GOAL Syria, and support with the design and rollout of partner routine DQAs.
• Oversee the design and implementation annual “fit-for-purpose “audits of the GOAL Syria data management systems together with the MIS Coordinator and in consultation with key stakeholders in GOAL Syria. Audits to include but not limited to programme data capture, data flow, analysis, and retrieval processes, turnaround times, and data presentation platforms. Identify efficiency gaps and weaknesses in data management systems and address with relevant staff and departments.

Programme data storing, analysis, retrieval, reporting, and presentation:


• Ensure effective programme data management systems are in place and maintained for safe storage, effective analysis, retrieval, and presentation of data to support high quality programme implementation and reporting.
• Lead the MIS team in systematising the consolidation and integration of programme data of GOAL and Partner organizations ensuring harmonisation of data capture, cleaning, and management processes.
• Ensure that programme and programme quality summary statistics are generated and communicated routinely to facilitate decision-making and support oversight of programme implementation and monitoring using appropriate information visualisation and communication platforms.
• Coordinate and support responses to data retrieval requests from Programmes and Grants teams.
• Support MIS Coordinator and Beneficiary Selection Manager in verification of beneficiary reporting figures for donor reports, ensuring that reported figures best match with sources of information. Responsible for ensuring the documentation and quality production of MIS department best practices, lessons learnt, and information management standard operating protocols for sharing with HQ and within GOAL Syria. Strategically disseminate findings, knowledge and guidance including but not limited to HQ Communities of Practice, virtual and on-site workshops.
• Coordinate closely with GOAL HQ MIS and MEAL team on quarterly and annual programmatic and strategic results reporting requirements.
Coordination, Capacity Building, and Management


• Line manage the MIS Coordinator, and Beneficiary Selection Manager.
• Collaborate closely with other departments including Accountability, ICT, Monitoring & Evaluation, Finance/Administration, Procurement and Human Resource departments to ensure adequate staffing and support for MIS department.

The Monitoring and Evaluation (M&E) unit supports management in measuring the outcome and impact of their intervention, and using the learning to improve quality and relevance of their programming. The main objective of the Information Management Coordinator is to contribute to the development and maintenance of solutions to manage data flow from collection to analysis and reporting across NRC’s operations in Jordan. The position will contribute to this objective through using existing platforms and tools in the industry and developing new digital solutions and rolling them out.

Generic responsibilities:

Adherence to NRC policies, guidance and procedures.
Support and contribute to the development and implementation of monitoring and evaluation systems, including monitoring and evaluation standard operation procedures, guidance and tools.
Participate in programme design and proposal discussions, including theory of change development, log frame design and budgeting for monitoring and evaluation.
Support programme staff in planning for and executing monitoring and evaluation, including, data collection methodology and tools and data management, analysis and use.
Support the implementation, dissemination and use of evaluations, assessments and monitoring data in programme development, adjustment or review.
Contribute to organisational learning through supporting specific analysis, lessons learned and reports.
Capacity building and training of programme and monitoring and evaluation support staff on monitoring and evaluation technical and conceptual areas.
Supervise and mentor monitoring and evaluation support staff in executing monitoring and evaluation plans.
Contribute to the design of monitoring and evaluation staffing structure and resourcing, including collaboration with programme staff to identify and plan for monitoring and evaluation needs.
Specific responsibilities

Engage with the relevant teams to define requirements, validate assumptions, and test prototypes during development of the assigned project.
Research, identify, evaluate, develop and/or adopt data management tools and platforms to meet programme requirements. Design and build online systems for the assigned projects, primarily through configuration of cloud-based platforms (e.g. Dynamics 365) but also developing custom pieces of software when needed.
Prepare technical documentation and specifications on a regular basis.
Create user testing plans, prepare instructional and training material, and provide user support remotely or in-person.
Communicate with partners, consultants, and service providers as needed.
Contribute to ensuring that Information Management systems are up-to-date with latest indicators, targets and results.
Contribute to the development of dashboards.
Develop and roll out Standard Operating Procedures (SOPs) for Information Management systems

• Institution: Norwegian Refugees Counsel - NRC Jordan
• Position: Information Management Technical Officer
• Project / Department: Information, Counselling, and Legal Assistance - ICLA/ Specialist Team.
• Key Roles:
o Support the assigned staff in their professional development, identify training needs, support staff to achieve the objectives defined in their learning and development plans.
o Provide core competency technical support in implementation activities.
o Ensure compliance with NRC policies core competency tools, handbooks and guidelines.
o Suggest new methods and approaches in order to improve the quality of the activities that meets the needs of beneficiaries.
o Identify, analyse and evaluate processes and gaps in the implementation of activities and make recommendations for improvement.
o Report over the achieved activities, provide analysis over the performed activities and signal bottlenecks.

Job Purpose Summary

The Norwegian Refugee Council (NRC) is implementing a host community shelter upgrading programme in peri-urban areas to increase and improve the availability of affordable housing opportunities for Syrian refugees in host communities. The community outreach team will provide on-going social support and assistance to Syrian refugees and host communities who are taking part in the NRC programme.

The community senior assistant position is responsible for day-to-day follow up and support to NRC shelter programme participants. This includes supporting refugees to settle into new communities and to support them with access to essential services.


Key Responsibilities

• Day-to-day outreach and follow-up to provide on-going social support to newly located households taking part in the NRC shelter programme.

• Provision of social counselling and support to shelter programme participants, with strong focus on facilitating and supporting positive relations between shelter programme landlords and tenants and local communities.

• Awareness raising, motivation and provision of programme information to beneficiaries and host communities.

• Maintenance of good working relationships with local service and assistance providers. Facilitate refugee and host community access to such assistance by making necessary referrals.

• Monitoring of the general context through regular field access and coordination to identify issues affecting refugees, hosts and inter-community relations.

• Monitoring and reporting progress and impact of activities according to the monitoring and evaluation schedule, including weekly/monthly reporting on progress of activities to the Community Outreach Team Leader.

• Ensuring that relevant monitoring tools for project activities are maintained and up to date.

• Performance of other related duties as identified by his/her supervisor

Reporting to: Community Outreach Team Leader

Job Description and Requirements

The Customer Service Representative has to answer all inbound and outbound calls. In addition, the Customer Service Representative needs to respond to the customer queries through phone calls. He or she must be knowledgeable about the different products and services related to the organization in which the Customer Service Representative is currently employed.



Main Job Tasks and Responsibilities:


- Communicating with customers over the phone
- Manage and resolve customer complaints
- Identify and overcome objections
- Able to handle calls in a pressure environment
- Should be capable of handling issues and complaints with providing solutions to the customers
- Should be fully aware of information related to the product or services of the organization
- Display Time flexibility towards shifts as per work floor requirements

Tracking shipments & update, assisting customers through service steps, and technical support.