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Catholic Relief Services (CRS) – Vacancy Announcement | NGO Jobs

NGO Vacancy Announcement – Catholic Relief Services – CRS

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About CRS

Catholic Relief Services (CRS) works to save, protect, and transform lives in need in over 100 countries globally, irrespective of race, religion or nationality through relief and development programs. CRS’ programs include emergency response, disaster mitigation and recovery, health, agriculture, education, microfinance, and peacebuilding among others. For nearly 60 years, CRS has taken the lead in responding to disasters affecting the poor and vulnerable communities in Ethiopia. CRS’ disaster mitigation and recovery interventions in conflict, drought and flood prone areas in the country have restored household and community assets through humanitarian assistance including food, agriculture, health, nutrition, WASH, and peacebuilding projects.

Catholic Relief Services – CRS would like to invites competent and interested candidates for the following positions.

Position 1: Senior Project Officer – Cash Assistance

Job Responsibilities:

  • Organize and lead the implementation of all assigned project partner support activities relating to cash programming, including; closely following up on the implementation of procedures/activities outlined in the Detailed Implementation Plan and SOPs, communication with local government, beneficiary registration, data cleaning and CAT platform set-up, distribution monitoring and support, and timely processing of financial requests documents.
  • Support and coordinate capacity building and technical support activities to enhance partners’ capacity in relevant cash programming, technical tools and guidance, and in particular of the Basic Needs and Multi-Purpose Cash Approach.  To that effect, support need assessments, and design and facilitation of training workshops to support capacity building efforts.
  • Monitor and report any challenges and/or gaps identified to inform adjustments to plans and implementation schedules. Assist partners in their efforts to reflect on project experiences.
  • Complete project documentation for assigned activities. Assist with identifying information for case studies and reports on promising practices.
  • Support accountability through coordinating project evaluation activities and assisting partners in their efforts to collect and analyze project data per specified mechanisms and tools. Collect and analyze program data, capture and share lessons learned and best practices for specific projects to facilitate improvements in decision-making and contribute to the cash transfer learning agenda.
  • Collaborate with local partner(s) to prepare reports per established reporting schedule.
  • Provide technical support (in-person and/or remotely) and assist with training needs. For example, providing training on Cash & Asset Transfer System use, financial education and market monitoring for partners and financial service provides who involved in in cash programming.
  • Draft project documents and tools (e.g. Standard Operation Procedures and associated documents), as well as technical manuals (e.g. financial education, market monitoring, etc.).
  • Serve as primary focal point and support to JEOP partner staff, following up on implementation progress and providing field and technical support as needed and manage the partnership in a holistic and reciprocal manner.
  • Ensure timely processing of financial requests/disbursements/reconciliation/liquidations. Ensure the advance request is on time, documentation is complete, necessary documents are submitted, timely submission of partner liquidations and support the analysis of financial documents and summary preparations for liquidations.
  • Coordinate with and support relationship management with Financial Service Providers.  This includes: training staff on SOPs and technology as required; preparing and sharing beneficiary lists and registration forms/payment sheets with cash transfer agents; and ensuring timely distributions (and appropriate number of support staff) as per the cash distribution plans/schedules.
  • Support the day-to-day management of the Cash & Asset Transfer (CAT) Platform for effective management of beneficiary and financial transaction information: manage CAT Platform set up; verify data coherence; top-ups preparation; financial report preparation; and analysis of different types of data (e.g. beneficiary information, spending, etc.).
  • Support learning and monitoring activities accompanying project activities throughout the project cycle. Support accountability through coordinating project evaluation activities following MEAL Policy for PDM (access and utilization among others). Proactively identify issues, report them to inform adjustments to plans and implementation schedules.
  • Identify skill and knowledge gaps related to CVA among the partners, and collaborate to address these through training and capacity building.
  • Train CRS and partner staff on the project participants registration process, CAT platform data collection, uploading and processing.

Education and Experience

  • Completion 2nd Degree (Social or Natural Science) or 1st Degree (Social or Natural Science).
  • Minimum 3 years’ work experience for 2nd Degree or 5 years’ work experience for 1st Degree ideally in the field of cash and voucher programming, food security or relationship management, and with an NGO.
  • Experience working with stakeholders at various levels and strengthening community partnerships.
  • Experience with partnership activities and institutional strengthening, preferably with international as well as religious partners.
  • Experience working with partners, participatory action planning and community engagement.
  • Experience monitoring projects, collecting and analyzing relevant data including risk analysis and identification of risk mitigation measures.
  • Experience using MS Windows and MS Office packages (Excel, Word, PowerPoint), as well as online data collection and data management platforms (e.g. KOBO, CommCare, Power BI, RedRose-One Solution, LMMS, etc.).
  • Strong report writing skills.
  • General knowledge of technical principles and concepts in food security and commodity management.
  • Familiarity preferred with the Sphere Humanitarian Charter and Minimum Standards, NGO Code of Conduct, Do No Harm, and prevention against sexual exploitation and abuse.

Personal Skills

  • Strong relations and appreciation of diversity. Ability to relate to people at all levels internally and externally.  Strategic in how you approach and manage each relationship and the ability to work closely with local partners and community members.
  • Excellent communication and interpersonal skills
  • Excellent strategic and creative and analytical skills, sound judgment and problem-solving skills with ability to provide partners with sound advice.
  • Proactive, results and service-oriented
  • Attention to details, accuracy and timeliness in executing assigned responsibilities.
  • Observation, active listening and analysis skills with ability to make sound judgment.
  • Presentation, facilitation, training skills.
  • Required/Desired Foreign Language: English (required), Other local languages(desirable)

 Travel Required: Up to 40%

 Key Working Relationships:

Supervisory: volunteer and data clerks

Internal: JEOP team, HoP, Operations staff (Finance, Supply Chain, Admin, IT), other CP MEAL and programming staff (ICT, RFSA, Emergency Unit, other program departments), CRS Technical Advisors (EARO, HRD and others).

External:  JEOP consortium members, church partners, GoE representatives (woreda and kebele officials), financial service provider representatives, UN stakeholders (OCHA, WFP), donor representatives, other humanitarian stakeholders.

 Agency-wide Competencies (for all CRS Staff): 

These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results. 

  • Integrity Trusting Relationships
  • Continuous improvement & innovation
  • Builds relationships
  • Develops talent
  • Strategic mindset
  • Accountability & stewardship

Workplace: Addis Ababa


Deadline: August 17, 2023

Position 2: Field Officer II – Call Center Supervisor

Job Responsibilities:

Handle all other related assignments from accountability SPO, MEAL team, Safeguarding and Protection team, DHoPs, and HoP.

  • Plan and organize the work of their team, ensuring that calls are answered in a timely and efficient manner. He/she also develop and implement call centre policies and procedures.
  • Monitor the integrated call management system to supervise the overall status of each call agents and volume of the callers on the system.
  • Responsible for staffing the call canter, hiring, and onboarding new agents, and managing the performance of existing agents.
  • Train new agents on the company’s products and services, as well as on call canter    procedures. He/she also provide ongoing training to help agents improve their skills.
  • Motivate and coach their team members to provide excellent customer service. He/she also provide feedback on agent performance and help agents develop their skills.
  • Identify and solve problems that arise in the call centre. He/she also work with other departments in CRS IT, ICT4D, hotline designing firm/eCOM and Ethio- telecom to resolve issues that affect the call centre.
  • Track and report on call centre metrics, such as call volume, abandonment rates, and customer satisfaction by checking the conversation between the agents and complainants. He/she use this data to identify areas for improvement and to make recommendations to management.
  • Ensure that the call centre meets the needs the project participants. He/she work with agents, accountability team, program team and partners to resolve issues, answer questions, and provide support for the project participants. work to improve the call centre’s customer service standards.
  • Manage and oversee the day-to-day operations of the call center ensuring that calls are answered in a timely and efficient manner and providing excellent customer service.
  • Ensure agents understand and comply with all call center objectives, performance standards, and policies.
  • Ensure the proper handling of all calls coming from clients in effective, professional, and caring manner by call center agents.
  • Coach and Mentor, the call center agents to handle their duties properly and in accordance with CRS values and principles as well as monitor their performance and take corrective action when necessary.
  • Responding to call agents’ questions regarding best practices or difficult calls whenever they arise.
  • Make sure the call center agents segregate feedbacks as sensitive and non-sensitive, internal, or external and carefully recording the quires on the YouTruck system for management and future reference every single day.
  • Support the call agents and MEAL team in facilitating the data entry process into the data management platform for all feedback and complaints received through other CP level FRM channels at field level.
  • Ensure that each case is documented in the case registration form on daily basis or within 24 business hours of receipt by each call agent using integrated call management system/ICMS.
  • Serve as a bridge between the call center and program team in communicating responses to the complainant with the support of concerned accountability team.
  • Follow up that call agents are properly following the SOP while forwarding sensitive cases to the CR/designated senior staff for urgent action/follow-up.
  • Organize and share updated summary report from the call center in daily, weekly, and monthly basis and whenever requested.
  • Assist call agents in answering questions based on frequently asked question FAQ Project sheet when possible and make sure FAQ is updated regularly in consultation with accountability SPO and relevant program staff.
  • Workout on the duties related to FCRM data collection and cleaning as assigned from the accountability SPO.

Typical Background, Experience & Requirements:

Education and Experience

  • MA/MSC degree in social science or natural science and related field of study, but management is preferred, with 2 years’ relevant experience for MA or 4 years relevant experience for BA degree.
  • Experience working in call centers especially with NGOs in supervisory level.
  • Experience with typing/word processing, data entry into online databases and forms, and working with various hotline office equipment (computer, microphone, headphone, etc.)
  • Experience in MS Office package (Excel, Word, PowerPoint, Visio) and information management systems and proficient in Word.

Personal Skills

  • Good time management skills with ability to work on multiple tasks.
  • Ability to coach, train, and motivate call agents and evaluate their performance.
  • Excellent problem solving, leadership, and customer service skills.

Required/Desired Foreign and local Language.

English speaking and writing skill.

In addition, Listening and speaking on either of or combination of the following languages Amharic, Affaan Oromo, Tigrigna is highly preferred.   

Travel Required (20%)

Key Working Relationships:

Supervisory: call center agents

Internal: Accountability SPO, MEAL unit, Safeguarding unit, DHoP-MPS, HoP, and programme team as required

External:  Programme participants requiring hotline assistance (as need arise)

Agency-wide Competencies (for all CRS Staff):

These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.

  • Integrity
  • Continuous Improvement & Innovation
  • Builds Relationships
  • Develops Talent
  • Strategic Mindset
  • Accountability & Stewardship

Workplace: Addis Ababa


Deadline: August 18, 2023

How to Apply

You should fill the application form through this link: You should fill the application form through the above application link, which mentioned under each position and attach your up-to-date CV on / before the application deadline August 18, 2023. You will be contacted only if selected for written exam/interview.

Phone solicitations will not be accepted. These job opportunities are open to Ethiopian nationals only.

CRS requires its staff to treat all people with dignity and respect and to actively prevent harassment, abuse, exploitation, and human trafficking.

** Qualified women & persons with disability are highly encouraged to apply**

CRS is an Equal Opportunity Employer

Remind this:

  • Read the vacancy announcement carefully.
  • Check the vacancy details with eligibility.
  • Prepare your CV or Application Details.
  • Finally, apply as instructed by the authority.

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ድረ-ገጽ:- www.sewaseweth.com/jobs

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Catholic Relief Services (CRS) – Vacancy Announcement | NGO Jobs
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