Overall Responsibility

The Family Links Answers Focal Point (FLA Focal point) provides support to the Red Cross and Red Crescent National Societies with regards to Family links Answers – a specialised application for restoring family links (RFL) services. They play a critical role in deploying and integrating the tool as well as providing customized support to organizations in their area of responsibility. In addition, the incumbent enhances the usage of the tool through provision of training and coaching sessions to strengthen the capacity of the family links network and further improve their services.

The position requires travel worldwide, notably conducting missions to National Societies.

Tasks and responsibilities

• Deploys and configures Family Links Answers (FLA) in coordination with FLA Coordinators and Regional Protection Data Office.
• Provides support to National Societies (NS) by responding to their requests received via the Service Management Tool.
• Prepares and delivers training, coaching sessions and facilitates peer-to-peer activities.
• Develops and updates support materials for NS in coordination with the FLA team and Protection Training Unit in Geneva.
• Manages and/or contributes to technical activities, such as management of users and access rights, customization of the system, escalation of troubleshooting, data migration, analysis.
• Conducts testing and validation of new releases (evolutions, upgrades, etc.).
• Contributes to and supports the change and adoption of strategies and plans.
• Contributes to ensure that language versions of support materials and the application are maintained.
• Escalate issues and challenges to the Application Manager.
• Integration and deployment of the tool, together with the FLA Coordinator.
• Support to NS, ICRC Delegations and FLA Team.
• Provision of training and coaching to NS and ICRC delegations.
• Development, revision, and management of support materials.
• Management and contribution to technical activities.

Minimum Requirements and competencies

• University Degree in a relevant field.
• Typically, three to six years’ overall professional experience.
• Three to five years’ experience in data management, users support, training design and delivery.
• Experience providing support to a range of both technical and non-technical clients on site and remotely.
• Experience in building technical capacity of partner organisations.
• Excellent command (spoken and written) of English; French, Spanish or Russian is an asset.
• Previous work experience for ICRC, a Red Cross and Red Crescent National Society or a humanitarian organisation is an asset.