Compliance Monitoring Analyst/Hotline Operator

Organizational Setting

The key mission of the FAO Representation in Somalia, which is led by FAO Representative (FAOR), is to assist and support the national government to develop policies, strategies and programme aimed at accelerating the Implementation and achievement of the Sustainable Development Goals (SDGs) in the area of FAO's global mandate and Strategic Objectives. More specifically, FAO's response aims to address national needs and priorities in achieving food security, reducing hunger and malnutrition, developing agricultural, fishery and forestry sectors, and ensuring the sustainable use of environmental and natural resources and respond to recurrent emergencies. The current portfolio of activities of the FAO Representation in Somalia includes a wide scope of technical support interventions ranging from policy support through livestock and crop production, to natural resource management, Nutrition, value chain, food security analysis and water and land information management. FAO is also implementing several emergency, resilience-building and development interventions, with the support of its five field offices and close to 400 staff in partnership with the Federal and State line ministries.

Reporting Lines

Under the overall supervision of the FAO Representative in Somalia and the technical supervision of the Compliance Officer.

Technical Focus

Under the direct supervision of the FAO Representative and of the Compliance Officer, the Compliance Monitoring Analyst/Hotline Operator will contribute to efforts that monitor projects outputs against work plan and targets, including those of the Service Providers for the overall FAO Somalia Programmes. The incumbent will specifically assist in the operations of the Call Centre.

More specifically the duties and responsibilities of the Compliance Monitoring Analyst/Hotline Operator will include:

Tasks and responsibilities

•    Coordinate the Call Centre team in Hargeisa to ensure all activities are running smoothly and effectively.
•    Monitor the effective functioning of the hotline and report technical issues as they arise to allow timely fixing and optimized hotline operations.
•    Assist in collecting data and information on the activities of each component of the FAO emergency and programme components.
•    Assist in compiling the data for each component of the emergency and programmes.
•    Organizes and conducts phone-based surveys during peak of the CC activity.
•    Maintain a schedule of surveys and work efficiently towards their completion.
•    Follow FAO SO survey methodologies and existing formats for data and metadata storage (databases, tools, protocols).
•    Enter data received from key informants into FAO SO databases.
•    Maintain a schedule of surveys and work efficiently towards their completion.
•    Responsible in handling FAO Hotline telephone in Hargeisa
•    Receive Hotline Telephone calls from FAO beneficiaries in Somalia.
•    Record complains, appreciations and any other Information from the beneficiary calls into Excel sheets.
•    Update hotline data records on weekly basis
•    Observe confidentiality of the callers and the information in the hotline data base
•    Perform other related duties as required.

Minimum Requirements    

•    Bachelor’s degree in management, social research, and development studies, sociology, public admin, political science, community development or a related field.
•    Minimum of 3 years of work experience in a call centre coordination role is required. Experience in complaints handling, or feedback mechanism role is preferred.
•    working knowledge (level C) of the FAO official language used for communication within the country (English) and working knowledge of the local language(s) is required.
•    National of Somalia

FAO Core Competencies

•    Results Focus
•    Teamwork
•    Communication
•    Building Effective Relationships
•    Knowledge Sharing and Continuous Improvement

Technical/Functional Skills

•    Familiarity with relevant UN and other international organizations active in Somalia and the sector.
•    Experience in Somalia

Selection Criteria 

•    Qualified female candidates are strongly encouraged to apply

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<strong trebuchet="" ms",="" "apple="" color="" emoji",="" "segoe="" ui="" symbol";"="">ADDITIONAL INFORMATION

• FAO does not charge a fee at any stage of the recruitment process (application, interview meeting, processing)
• Applications received after the closing date will not be accepted
• Please note that FAO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed at http://www.whed.net/  
• For additional employment opportunities visit the FAO employment website: http://www.fao.org/employment/home/en/ 
•  Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances. 

FAO seeks gender, geographical and linguistic diversity in its staff and international consultants in order to best serve FAO Members in all regions.

• To apply, visit the recruitment website at Jobs at FAO and complete your online profile. We strongly recommend that your profile is accurate, complete and includes your employment records, academic qualifications, and language skills
• Candidates are requested to attach a letter of motivation to the online profile
• Once your profile is completed, please apply, and submit your application
• Candidates may be requested to provide performance assessments and authorization to conduct verification checks of past and present work, character, education, military and police records to ascertain any and all information which may be pertinent to the employment qualifications
• Incomplete applications will not be considered
• Personal information provided on your application may be shared within FAO and with other companies acting on FAO’s behalf to provide employment support services such as pre-screening of applications, assessment tests, background checks and other related services. You will be asked to provide your consent before submitting your application. You may withdraw consent at any time, by withdrawing your application, in such case FAO will no longer be able to consider your application
• Only applications received through the FAO recruitment portal will be considered
• Your application will be screened based on the information provided in your online profile
•  We encourage applicants to submit the application well before the deadline date.

If you need help or have queries, please create a one-time registration with FAO’s client support team for further assistance: https://fao.service-now.com/csp

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