Community Contact Center CCC Operator

What we do

Since 1863, the International Committee of the Red Cross (ICRC) has worked to preserve human dignity and relieve suffering caused by war and armed violence.

In collaboration with our Red Cross and Red Crescent partners around the world, we do everything we can to deliver life-saving aid, reconnect families and locate missing people – helping those who need it most, regardless of who they are and what side of the front line they are on.

We engage with authorities and armed forces on all sides, often confidentially, pressing for access to detainees to improve their living conditions and urging compliance with international humanitarian law to protect non-combatants, including from digital threats.

Purpose

Under the supervision of the Community Contact Centre Supervisor, The Community Contact Centre (CCC) operator 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. It is also used to proactively call persons affected by the conflict and violence to gauge their views and perception, with a view to improving our assistance and service to them.

Accountabilities & functional responsibilities

• Respond to calls to understand the concerns of the caller and decide on whether the concerns can be addressed immediately or require referral to other specialists or departments.
• Make calls to persons affected by conflict and violence in Nigeria to assess their level of satisfaction with, and perceptions of, ICRC activities and services.
• Accurately record and maintain details of each call in the appropriate database / software.
• Follow up promptly on complaints and provide timely feedback to Affected Population
• Follow up on cases referred to other departments to ensure timely follow up and action.
• Contribute to the compilation of statistics and regular Community Contact Centre reports identifying trends, flagging issues and proposing improvements.
• Maintain a good understanding of the ICRC’s activities around Nigeria by reviewing briefing materials, following relevant guidance and SOPs, participating in regular briefing sessions, and proactively seeking information from relevant departments.
• Carry out any other duties related to Accountability to Affected persons shall the need arise.

Certifications / Education required

• A university degree in a relevant field.
• Minimum 2 years of professional experience in a similar position
• Proficiency in English, Kanuri and Hausa.
• Knowledge of Shuwa Arab, Pidgin, Fulfulde an asset.
• Good understanding of humanitarian issues and current events in Nigeria
• Experience using online dashboards for data analysis and prior experience working with technology for humanitarian organizations is desirable
• Good understanding of the importance of knowledge management and confidentiality
• Strong organizational and planning skills

Desired profile and skills

• Strongly motivated by humanitarian work
• Able to work under pressure

What we offer

• Rewarding work in a humanitarian and multicultural environment.
• Competitive employment package with medical insurance and ICRC pension plan.
• In-house training opportunities for personal development.
• A full-time, fixed-term contract (4months - Maternity Cover)
• The opportunity to join an ICRC talent pool, be considered for future assignments elsewhere and experience different contexts, fields, and challenges.

Our values

• At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this page.

Reports to (role)

• Community Contact Centre (CCC) Supervisor

People management responsibilities

No

Relationships

• Internally, interacts with colleagues in the delegation or sub-structure.
• Externally, interacts with a network of local contacts, such as authorities, opposition leaders, non-State armed groups, the civilian population, international and organizations, non-governmental organizations and International Red Cross and Red Crescent Movement partners.