"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 for News (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 interpretation/ doubt on its application must be escalated and mitigated with their Line Manager.
Ensures that his/her own entries in REACH correspond and mirror the necessary data in PROT6, as well in the physical individual files, according to the predefined standards (DATA).
Keeps abreast of the political developments in Syria and monitors and documents Syria PFL and missing person files related topics, as per CRA and Search Team tasks, in line with DAM requests.
Undertakes archiving tasks in line with standard procedures.
Supports the post- and pre-visit preparations of the field teams in Syria PFL wise.
Translates/interprets upon request for SYJ.
Contributes to reporting and the collection of statistical data.
Carries out administrative tasks relating to the follow-up of PFL activities.
Carries out additional tasks relating to PFL/Missing in Syria and supports other tasks of the SYJ workload on demand of the Head of Unit.
Ability to support and cover PFL activities during mission deployments to Syria, if needed.
EDUCATION AND PROFESSIONAL EXPERIENCE REQUIRED
3 to 5 years of experience working in humanitarian organizations or with a client-focused organization.
Experience in RFL/tracing or Protection is a strong asset.
Experience with the ICRC, the International Federation, or a National Society is an asset
Ability to communicate empathically with affected populations.
Ability to effectively resolve technical issues or clarifications to the affected populations.
University degree or relevant work experience in law, social sciences, communication, preferably with a digital background.
Excellent command (spoken and written) of English and Arabic (Turkish, Kurdish or French an asset).
Advanced computer skills, including Microsoft Office suite, SharePoint.
Proven technical skills in CRM and/or PROT 6 is an asset.
Strong analytical abilities with a keen attention to detail.
Proficiency in data entry and management.
Interested in joining? Apply Now! The ICRC values diversity and is committed to creating an inclusive working environment, we welcome applications from all qualified candidates, also, equally qualified candidates with disability are encouraged to apply.
Please note that:
Submission deadline for applicants: 16th April 2026 the position will be filled once we find the right candidate, taking into consideration, that Akhtaboot applicants, due to system capacity, need to apply before 16th of April 2026.
The position will be filled once we find the right candidate.
The position is open for Jordanian nationals, and eligible dependents governed by Jordanian law.
Only applications with a resume in English will be considered.
Salary range between 1,132 – 1,360 Jordanian Dinar.
ICRC does not charge a fee or any favors at any stage of the recruitment process. if the candidate is asked for any fee or any service against our Code of Conduct, he/she must report to code_of_conduct@icrc.org or http://icrc.integrityplatform.org/
Kindly be informed that ICRC manages recruitment through a third party and doesn’t keep files of applicants. However, after receiving/downloading applications, note that the ICRC will keep your application file for a year, after which it will be deleted. If you’d like us to delete your file before this, kindly let us know.
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