Information Service Provider (ISP)/ Information Officer

Job Description

Title: Information Service Provider (ISP)/ Information Officer

Company Name: Friends in Village Development Bangladesh (FIVDB)

Vacancy: --

Age: Na

Job Location: Cox`s Bazar

Salary: --

Experience:

• At least 3 years
• The applicants should have experience in the following business area(s): NGO

• Bachelor/Honors

• At least 3 years
• The applicants should have experience in the following business area(s): NGO

• Minimum of a Bachelor’s degree from a recognized institution.

• At least three (3) years of relevant professional experience in community engagement, SBC, AAP, RCCE, or related fields.

• Prior experience working in humanitarian or camp settings is highly desirable.

Required Skills and Competencies:

• Excellent interpersonal, communication, facilitation, and public speaking skills.

• Strong ability to manage multiple priorities and meet deadlines in a dynamic work environment.

• Demonstrated resilience, adaptability, and willingness to work under challenging field conditions.

• Strong time management skills with attention to detail.

• Proficiency in verbal and written communication in both Bangla and English.

• Proven ability to identify barriers to behavior change and develop effective communication strategies.

• Experience in training facilitation and community-level capacity strengthening.

• Familiarity with SBCC principles, data management systems, and information tracking tools.

• Strong commitment to social equity, inclusion, and adherence to FIVDB values and policies, including safeguarding, prevention of sexual exploitation and abuse (PSEA), anti-corruption, and the Code of Conduct.

Additional Responsibilities:

The duties and responsibilities outlined above are not exhaustive. The post holder may be required to undertake additional tasks within the scope of the role and commensurate with their skills and experience.

Equal Opportunities, Safeguarding, and Safety:

FIVDB is an equal opportunity employer and is committed to diversity and inclusion. The post holder is required to carry out duties in accordance with FIVDB’s Equal Opportunities, Safeguarding, Anti-Harassment, and Safety policies and procedures.

Role Purpose:

The Information Service Provider (ISP) plays a critical role in facilitating and coordinating the assigned Feedback and Information Centre (IFC) to ensure the effective delivery of information and feedback services at the community level. The position contributes to achieving positive social and behavioral outcomes by strengthening community engagement platforms and supporting evidence-based Social and Behavior Change (SBC), Risk Communication and Community Engagement (RCCE) approaches.

The ISP will supervise and mentor Outreach Workers and support various community structures, including Mother-to-Mother Support Groups, Father-to-Father (F2F) Support Groups, religious and community leaders, and Adolescents Radio Listeners Clubs (ARLCs). The role requires close coordination with Camp-in-Charge (CiC) offices, government counterparts, UN agencies, sector actors, and service provider organizations to ensure harmonized implementation of project activities.

The ISP is also responsible for collecting, documenting, and reporting field-level information, maintaining project databases, and ensuring compliance with FIVDB policies, donor requirements, and Government of Bangladesh regulations.

Moreover, ISP operates and manage the digital Call Center (with toll free number) e.g., popularization of Call center, received various concerns from the community, coordination with the service provider organization, documentation both online and offline and resolve the cases effectively and efficiently.

Scope of the Role:

• Geographical Coverage: FDMN Camps and Call Center (at Cox’s Bazar)

• Internal Coordination: Community Engagement Officer, Capacity Building Officer, M&E Officer, Finance and Administration Officer, Outreach Workers, and other relevant staff

• External Coordination: CiC offices, government agencies, UN agencies, NGOs, sector partners, and community stakeholders

Key Areas of Accountability:

Programme Implementation and Coordination:

• Facilitate and coordinate the assigned Feedback and Information Centre (IFC) under the UNICEF-supported SBC project.

• Build and maintain strong relationships with target communities to ensure effective information dissemination and feedback collection.

• Establish, maintain, and follow up on referral mechanisms in line with project protocols.

• Coordinate closely with service-providing organizations to ensure timely referrals and service linkage.

Manage Call Center (toll-free number):

• Popularization of the call center by utilizing different means of communication

• Received various concerns from the community through the toll-free number.

• Documentation of all the received concerns both online (INFORM) and offline (hardcopy register)

• Coordination with the service provider organization and follow-up the cases until the loop close

• Resolve the cases effectively and efficiently.

Community Engagement and Capacity Strengthening:

• Provide leadership, supervision, coaching, and mentoring to Outreach Workers and community-based platforms, including:

• Mother-to-Mother Support Groups

• Father-to-Father (F2F) Support Groups

• Religious Leaders’ Groups

• Community Leaders’ Groups

• Adolescents Radio Listeners Clubs (ARLCs)

• Strengthen the capacity of community structures to achieve planned SBCC outcomes across key thematic areas, including health, nutrition, education, child protection, gender-based violence (GBV), protection, and WASH.

Reporting, Documentation, and Data Management:

• Prepare and submit daily, monthly, and periodic reports in a timely manner, in line with project requirements.

• Ensure accurate and up-to-date data entry in logbooks, INFORM, tablets (ODK), Horizon, and other designated systems.

• Systematically document good practices, lessons learned, and success stories.

Compliance, Coordination, and Representation:

• Ensure full compliance with FIVDB policies, donor guidelines, and Government of Bangladesh regulations.

• Participate in camp-level government and NGO coordination meetings, trainings, workshops, and other programmatic forums as required.

• Promote effective internal communication and collaboration within the team and across departments.

Team Management and Professional Conduct:

• Plan, supervise, and manage team activities effectively, providing regular guidance and support.

• Contribute to team capacity development and succession planning.

• Perform any other duties assigned by the Supervisor in line with organizational and project objectives.

• Mobile bill,Weekly 2 holidays