Protection of Family Links Officer (Front Office)

"This is to announce that Amman delegation has a vacancy for a PFL Officer (Front Office) at the SYJ Protection Department based in Amman, Jordan. The Syria Protection Support Office (SYJ1) is part of the Syria Protection team for the implementation of all protection activities (Detention, Protection of the Civilian Population, Protection of Family Links, Missing), in the framework of priorities, objectives, and strategies set by the Protection Department in Syria. Moreover, SYJ integrates into its working ecosystem the Front Office Desk (FOD), tasked mainly with collecting remote Tracing cases (TCs) and Allegations of Arrests (AoAs) over the phone. The FOD team is fully based in Amman. ___________________________________________________________________________________________ General duties Understands and adheres to the seven Fundamental Principles of the International Red Cross and Red Crescent Movement Understands and adheres to the ICRC Code of Conduct Understands the roles of the components of the International Red Cross and Red Crescent Movement Respects and observes staff regulations and security rules at all times Represents the ICRC in a professional manner at all times Develops and maintains a pleasant and conducive working environment with colleagues and line managers Performs all duties with the highest level of confidentiality in the interest of the employees and the ICRC May be asked to perform tasks not covered in this job description and to provide support to other departments when necessary, and most often for other tasks of the SYJ unit ACCOUNTABILITIES AND RESPONSIBILITIES In line with existing working procedures, and institutional guidelines, the PFL Officer 2: Under the supervision of their line Manager implements protection activities in Syria in line with existing PFL guidelines and working procedures and is charged with specific requests (including responding to phone calls, collecting missing cases, conducting Ask XXXX XXXX (AFN) activities, delivering family news). Provides Backoffice support to the protection team in Syria related to any PFL question raised (Responding to hotlines, collections of requests, obtaining consent, collecting documents, establishment of lists, follow up on “to-dos”, transmission of documents/cases, analysis etc.). Under the supervision of their line Manager and in line with established workflows; ensures that proper individual follow-up of cases is provided, by communicating with other SYJ units and, the sub-delegations in Syria. Understands and applies at all times the Data Protection PFL Code of Conduct. Any required interpretation/ doubt on its application must be escalated and mitigated with their Line Manager. Deliver, collect, censors and processes Red Cross Messages and enter them in the designated tools, REACH and SYJ Tracking Tool. Ensures data entry and quality control of PFL cases (incoming/outgoing). Ensures adherence to PROT6 (database) procedures and workflows. Any required inter