Service Mapping Officer

Background/IRC Summary:

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in over 40 countries, the IRC aims to restore safety, dignity and hope to millions who are uprooted and struggling to endure.

In response to the increased refugee arrivals into Europe, in October 2015 the IRC began responding in Serbia and later expanded to other countries in the Balkans to assist refugees during their journey through Europe. As a result of the March 2016 border closures along the so-called “Balkan Route”, the IRC has adjusted its programs to assist refugees and migrants stranded across Balkan countries while still supporting people on the move. The Balkans programs are implemented in close partnership with local non-governmental organization and government institutions. In 2020, IRC Balkans initiated response in Bosnia and Herzegovina.

Refugee.Info is an innovative, first-of-its-kind project that harnesses social media to communicate with refugees and asylum-seekers, listen to their questions and provide information. Refugee.Info (RI) is the European instance of Signpost.

Job Overview/Summary:

The Service Mapping Offer of the Refugee.Info project has the responsibility to develop and maintain a public-facing map of essential services available for refugees and migrants in Bosnia and Herzegovina. This includes developing tools and processes, appropriate to context, coordinating with existing service mapping initiatives, and ensuring that service entries are continuously updated. S/he will establish networks with other actors and organizations and will facilitate the exchange of information, following established information sharing protocols.

Key working relationships:

· Position Reports to: Senior Content Development Officer;

· Internal collaborations within IRC: All IRC Balkans operational departments (Finance, Supply Chain, HR), IRC departments in other country offices as needed.

Major Responsibilities:

• Identify service providers through field visits, information from field teams, coordination meetings, working groups, desk research, social media, referral pathways, user surveys/FGDs, etc;
• Develop tools such as new service entry form, service entry update template, and new service provider agreement;
• Communicate with service providers on a continuous basis to ensure accuracy and consistency of information on the service map;
• Act as a first line of defense for bugs and issues with the site and actively solicit feedback from users or office staff;
• Coordinate with other actors mapping services to avoid duplication of efforts;
• Send the draft (preview) entry to the service provider for confirmation and ask for clarification where necessary;
• Conduct regular field visits, when feasible, to verify services offered and capture any access barriers;
• Reviewing the content and design of the service map on an ongoing basis;
• Work closely with the Senior Content Development Officer and the moderators who are in direct touch with users to verify service information;
• Conduct training for service providers on how to use the service map and solicit feedback from providers;
• Establish professional and trusting relationships with service providers and create strong links with them, especially with migrant and refugee associations and service providers;
• Other duties as assigned by the supervisor to enable and develop the project.

Collaboration & Representation:

• Ensure close communication and coordination among IRC Balkans program staff and between IRC Balkans and Refugee.Info.
• Collaborate with the editorial team to ensure consistency in information presented across all Refugee.Info platforms.
• Work with editorial team to ensure that content is aligned with the content strategy and appropriate for publication.
• Use online tools and other modes of communication to consistently share information with other members of the editorial team.
• Participate in all editorial team meetings, workshops, strategy sessions, regular communications, etc., as established by the Senior Content Development Officer and the Refugee.Info Manager.

Expected Travel:

· Travel within Bosnia and Herzegovina.

Job Requirements:

• Degree in social, humanitarian sciences or a combination of experience and training;
• Previous experience in NGOs;
• Strong computer skills such as: MS Office, Internet;
• Previous experience with CMS systems;
• Experience in User Centered Design a plus.
• Understanding of the refugee context in BIH and of the needs of the served population;
• Self-starter — must be productive with minimal direction and flexible to sudden changes in requirements;
• High level of attention to detail, flexibility, positive and professional attitude, comfortable in a multi-cultural environment;
• Clear and consistent communication style, must be able to remain strong ability to maintain composure and prioritize work under pressure;
• Fluency in Bosnian and English is required.

Disclaimer Clause: This job description is not an exhaustive list of the skills, effort, duties and responsibilities associated with position.

IRC is an Equal Opportunity Employer IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status or disability.

This position is dependent on the availability of funding.

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way – Standards for Professional Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.