اونروا | مسئول الشكاوى

UNITED NATIONS RELIEF AND WORKS AGENCY
FOR PALESTINE REFUGEES IN THE NEAR EAST
UNRWA

Do you have the dedication, skills, knowledge and experience to help us improve the life of Palestine refugees? The United Nations Relief and Works Agency offers challenging opportunities for professionals interested working in a results-driven and diverse environment. If you are then we would like to hear from you. UNRWA is the United Nations agency responsible for the protection, care and human development of a population of some 4.6 million Palestine refugees living in the Gaza Strip, the West Bank, Jordan, Lebanon, and the Syrian Arab Republic. The Agency is committed to assisting Palestine refugees in maintaining a decent standard of living, acquiring appropriate knowledge and skills, enjoying the fullest possible extent of human rights, and leading a long and healthy life. UNRWA is by far the largest UN operation in the Middle East with over 29,000 staff. Most of the staff members are refugees themselves, working directly to benefit their communities – as teachers, doctors, nurses or social workers.

مسئول الشكاوى

Petitions Officer

Location Gaza Field
Type of Appointment Fixed Term
Deadline for Application 26 November 2014
Vacancy Announcement Number 08-11-2014
Grade 14
Department/Division Relief and Social Services (RSSP)

MAIN RESPONSIBILITIES

In accordance with established Agency policy and procedures, the ideal candidate:
-Manages end-to-end the petitions process, ensuring that adequate study, fair recommendation and written reply to the petitioner’s request have been met within quality standards and time frames.
-Participates in defusing tense situations that might arise in association with complex petitions/issues. Manages any escalated petitions/complaints in an appropriate and professional manner.
-Reports on petition types, volumes, trends, causes, etc., for executive management; maintains and updates electronic and manual correspondence of petitions for quality assurance documentation.
-Leads fact-finding committees, as may be assigned by Chief Field Relief and Social Services Programme, to look into accusations of misconduct by RSSP staff.
-Undertakes analysis of the root causes of petitions, using it as an impetus to drive continuous improvement policies, processes and procedures.
-Assesses and oversees the implementation of preventative actions of received petitions/complaints.
-Assists in implementation of ongoing improvements to fund utilization as a result of discoveries made through the petitions process.
-Trains/coaches RSSP concerned area staff on best practices in handling petitions in their work areas.
-Performs such other duties as may be assigned.

PERSONAL & PROFESSIONAL COMPETENCIES
-A university degree in social science or other related discipline.
-At least four years experience in social or similar work, of which two years should have been in petitions work.
-Excellent command of spoken and written English and Arabic.
-Strong knowledge and experience in management and administrative support.
-Excellent skills in utilizing standard computer software.
-Flexible attitude and ability to work in a participatory and accountable manner in a busy office that values interpersonal and team skills.
-Ability to write coherently, concisely and accurately
-Proven ability to develop clear goals and prioritize activities and assignments.
-Strong analytical and data collection skills.
-The incumbent is required to travel frequently in the field to achieve the work objectives of this post.
-The incumbent may be required to use UNRWA vehicles and should be in possession of a valid driving license.
-It is desirable to have experience in a humanitarian and development work

CONDITIONS OF SERVICE
-Basic Salary: Monthly basic salary $1,215.00; plus a currency adjustment factor (present rate 15.5%) and monthly dependency allowance up to $123.25.
-Contract Duration: Three years including 1 year probation period.
-Leave: 30 days annual leave
-Pension: Provident Fund contribution
-Other conditions of service and benefits may apply.

EQUIVALENCY
Candidates with an equivalent combination of relevant academic qualifications, professional training and progressive work experience may also be considered.

ASSESSMENT METHOD
Qualified candidates will be required to undergo tests and a competency based interview. To learn more about positive and negative indicators of professional behaviours within the UN competencies, you may review the UN Competency Development – A Practical Guide

GENERAL INFORMATION
UNRWA is a United Nations organization whose staff are expected to uphold the highest standards of integrity, neutrality and impartiality. This includes respect for human rights, for diversity, and for non-violent means of dealing with all kinds of conflict. UNRWA staff are expected to uphold these values at all times, both at work and outside. Only persons who fully and unconditionally commit to these values should consider applying for UNRWA jobs. UNRWA is a non-smoking working environment.

UNRWA encourages applications from qualified and experienced women. It is Agency policy to give full consideration to disabled candidates whose disability does not militate against the effective performance of the duties of the post. Where there are two or more equally qualified candidates, selection preference will normally be given to internal candidates, Palestine Refugees and candidates of the under-represented gender. With their prior agreement, candidates who are approved as suitable for appointment but are not the selected candidate for this vacancy, will be placed on the Agency’s roster of pre-approved candidates for a period of up to one year, and may be considered for future vacancies in the same position. The Agency maintains the discretion to fill future vacancies for this position from the roster without re-advertising the vacancy.

HOW TO APPLY
If you have got the skills and experience required above, and want to make an active and lasting contribution to improving the lives of Palestine refugees, then

طلب التوظيف

by creating a personal profile and completing the UNRWA Personal History Form.
Only applications received through this website will be considered. Please note that UNRWA only accepts degrees from accredited educational institutions. Candidates may also be invited to take a technical exam in order further evaluate their qualifications for the post. Due to a high volume of applications received, only short-listed applicants will be contacted.
The United Nations does not charge a fee at any stage of the recruitment process. The United Nations does not concern itself with information on bank accounts.

 

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