HAGAR CAMBODIA
JOB DESCRIPTION
1.
Position Information:
Job Title:
Client Relations Officer
Primary reporting line will be to: Economic Empowerment Manager
4.
Position Reports To:
Regular liaison will be required with: Employer relations officers,
case managers, client care team (counselors, recovery staff),
education assistant persons.
Position Location:
Phnom Penh
Position Purpose:
1.
To develop and execute the client development plan to
achieve significant job placement and long term
sustainability in line with Hagar’s environmental and
organizational strategy
2.
To develop and implement client relations approach to
support the economic empowerment strategy
3.
To assist clients to be ‘work ready’
Position Context/background:
Since 1994 Hagar has worked with women and children who have experienced human
rights abuses; particularly human trafficking, sexual exploitation and domestic violence.
Hagar has consistently aimed to enable women and children who have experienced abuse
to recover, reintegrate and become resilient; particularly economic independence.
Programme Description: Hagar’s unique model emphasizes the importance of economic
empowerment as a tool for sustainable independence. Hagar Cambodia’s Career Pathway
was established in 2007 and has been restructured several times in order to improve its
effectiveness and efficiency. The purposes of this program are to identify the needs and
interests, build marketable skills, and connect them with employment opportunities.
The current model is holistic, works with “ individual clients of human rights abuse for 6
months to 2+ years (based on individual assessment and needs)to contribute to sustainable
livelihood outcomes. During this duration, clients are being trained in soft skills (work place
etiquette, personal development, time management, etc.). They also do vocational
trainings and English language, literacy training to strengthen the work skills.
These
vocational training courses are usually outsourced and can take up to 6 months or longer.
The clients are trained in various vocational skills mainly in hotel and food industry, but not
Our Mission: Whatever it takes for as long as it takes to restore a broken life!
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limited to small business development.. After the capacity building and training, the
program team work with these client to find job placement. Job placement could be in the
form of internship, apprenticeship ‘on-job-training’, part-time, full-time, paid, and volunteers
or set up own small business/entrepreneurship.
Why this position exists: With understanding that Cambodian young people are employed
with low status and work in low paid jobs for they are not well prepared for the current
labour market, lack of education and employment skills which these can be built through a
wide range of course including personal development, life skill, and literacy, and follow up
support during they are on the job training and employed. The client relations officer plays
an important role in providing career guidance, suitable and high quality job placement to
client to be self-reliant and economic independent.
5.
Important Stakeholders & Relationships:
External
Internal
Case managers of NGO
partners
Employer Relations team
Membership
of Committees / Groups
National employment forums
Forums/meetings related to
labour laws, rural
Case Management operation
development, and/or
microenterprise development
Client Care operation
Forums/meetings related to
vocational training
E&E Op.’s programs
Forums/meetings related to
industry sectors including (but
not limited to) the hospitality
and garment industries
Chab Dai’s economic
empowerment forum
6.
Major Responsibilities of the Job:
1.
To develop and implement job preparedness training program to support the career
pathways for clients
2.
Provides high quality and effective career guidance and counseling
Our Mission: Whatever it takes for as long as it takes to restore a broken life!
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3.
Secures a range of on-the-job and high quality vocational training options
4.
Provides effective case management and follow up support
5.
Detail Responsibilities of the Job:
Expected End Results
Major Responsibility 1: To develop and
implement job preparedness training
program to support the career pathways
for clients
1.
Conduct intake assessment of
clients
2.
Assist CRU manager to develop
intensive job preparedness training
curriculum and materials
3.
4.
5.
6.
Deliver work preparedness training
course to clients who come from
backgrounds of trafficking, neglect,
abuse, violence and/or
exploitation.
Assist CRU manager to develop and
implement Peer-to-Peer and
leadership training curricular and
materials.
Assist CRU manager to develop
monitoring tools to assess clients’
learning progress in work
preparedness training and job skill
training, and provides feedbacks to
relevant stakeholders as necessary
Assist manager to coordinate the
annual graduation events
(%) Time
40%
Indicators
1.
Client interview processes are
implemented
2.
High quality education and
training is provided to clients
(methods should include, but not be
limited to, role plays, group work,
brainstorming, games, quizzes,
debates)
3.
Clients demonstrate increased
skills and knowledge in literacy,
numeracy, life skills, English and/or
Work preparedness (depending on
content being taught)
4.
Students’ progress is regular
monitored and actions (including
mentoring and coaching) are taken
to minimise risks
5.
The quality of the training is
reflected upon and actions are taken
to make improvements
6.
Results of student assessments
are recorded
7.
Attendance lists are updated
and monitored
8.
Issues of concern related to
students’ progress and/or behaviour
are discussed with the Coordinator
Our Mission: Whatever it takes for as long as it takes to restore a broken life!
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Major Responsibility 2: Provides high
quality and effective career guidance and
counseling to secure high quality and
sustainable employment placement
9.
Conduct career guidance
workshop
10.
Conduct career counselling
11.
Mentor clients on work related
issues and develop a professional
development plan
20%
15.
Clients demonstrate strong
understanding of career options
and advantages and
disadvantages of each choice
16.
Weekly exposure trips are
planned and coordinated in
consultation with the Employer
Relations Team
17.
Role models (from different
industry areas) are invited to
present information about their
lives and jobs.
18.
Career guidance and career
counseling sessions are
conducted as scheduled
12.
Conduct analysis of the individual
clients and family assessment
13.
Identify sources for job vacancies
and support client to apply for job
19.
Clients are assisted to develop
their own career action plans
14.
Prepare clients for succeed in job
interviews
20.
High quality resumes and letters
of application are produced
21.
Clients family background (and
rural context) are analyzed
22.
Clients are placed in high quality
employment (salary, working
conditions, benefits, training)
23.
Clients are placed with a diverse
range of quality employers
24.
The independent job seeking skills
of clients are well developed
25.
Demonstrated knowledge of
industry trends and issues in a
range of workplace cultures
26.
The relationship and
communication with Hagar
Catering & Joma Café are
regularly maintained
Major Responsibility 3: Secures a range of
on-the-job and high quality vocational
training options.
15%
1. A wide range of cost effective and
quality vocational training partners
are identified
2. The quality of the training is assured
Our Mission: Whatever it takes for as long as it takes to restore a broken life!
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1. Identifies, and analyze training cost
effectiveness and the quality of the
training.
2.
through regular monitoring visits
3. Clients are referred to appropriate
vocational training providers
Monitor vocational trainings
4. Training contracts are produced for
each client
3.
Provide information and work
closely with ER team to provide
feedback to training service
providers/employers
Major Responsibility 4: Provides effective
case management and follow up support
1.
2.
3.
4.
Conduct visit to training and
workplace, identify problems
preventing clients from achieving
study, and address.
In collaboration with concerned
stakeholders solve clients' problems
Update clients’ case note and
make sure individual case note is
completed.
Develop good relationships with
and maintain excellent
communication with internal teams
and departments. Work with
internal teams to identify their
needs and potential opportunities
5. Clients are monitored for
attendance, punctuality and other
issues which impact on security of
the training placement
25%
5. A strong rapport and trust is
developed with each client
6. Clients are regularly visited and
supported in the workplace
7. Clients are re-placed in new
employment in cases where the
initial placement is not successful
8. Client files (including progress notes)
are created and regularly updated
9. Clients are holistically supported and
referred to Hagar Case
Management team or external
providers for support not related to
training or employment
10.
A wide range of external referral
sources are identified
11.
Case conference is conducted
as needed
Our Mission: Whatever it takes for as long as it takes to restore a broken life!
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1. Work Environment:
1.
Medium-level stress with competing demands
2.
Multidisciplinary ERU and CRU
3.
Tensions between clients need for income/employment and need to complete
literacy, numeracy and essential life skills courses
4.
Ongoing tensions between the business needs of employers and the provision of a
trauma informed model of care for clients.
5. Position Requirements:
Education
Experience
Degree in a related field (business management,
marketing, human resources, education/training,
tourism, employment services/support, career
counselling, social work)
(Desired or
Essential)
Desired
At least 2 year experience working in an employment
placement (livelihoods, income generation) or
related (small business development, human
Essential
resources, business management, marketing) role
working with highly vulnerable clients
At least 2 year experience working in a case
management, employment support/follow up or
social work role
Desirable
At least 2 year experience working with a wide range
of stakeholders (employers, NGO’s, Government
Essential
agencies, training organisations)
At least 1 year experience in a job role related to
hospitality, sewing/garment industry, hair dressing,
and/or beauty therapy.
Desired
Good written and verbal communication skills in
English and Khmer
Desired
Our Mission: Whatever it takes for as long as it takes to restore a broken life!
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Excellent networker and partnership builder
Essential
Case management-The ability to holistically support a
client; the ability to maintain a file of client
Essential
information; and the ability to track employment and
training outcomes
Personal Attributes
Demonstrated understanding of the labour market
and the ability to apply labour market information
Essential
Willingness to travel and spend time in rural and
remote areas
Essential
Solution seeking and strong initiative
Essential
Flexible and ability to adapt
Essential
Able to take independence of action when required Essential
Values diversity and is committed to people capacity
Essential
growth
Commitment to life-long learning
Desired
Good team player
Essential
Must feel comfortable working in a Christian
environment
Essential
1. Signatures:
Name:
Prepared by:_______________
Signature:
Date:
______________________
__________________
Manager:____________________________ ______________________
__________________
Position Holder:_______________________ ______________________
__________________
Our Mission: Whatever it takes for as long as it takes to restore a broken life!
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2.
Core Competencies:
Accountability: We take responsibility for using our resources efficiently, monitoring progress
and for being accountable to our clients, our supporters, and partners.
Collaboration: We build strong relationships that inspire trust, respect and effective
communication.
Creativity: We embrace innovation, change and new approaches to ensure continuous
improvement.
Learning: We pursue excellence by encouraging reflection, continuous learning and
professional development.
Quality: We aspire to high goals and strive for the highest quality outcomes and services.
3.
Core Values:
We choose servanthood: We take seriously God’s call “the last shall be first” and commit to
doing whatever it takes for as long as it takes for the “last” in this world. Our priority is
people above money, structures, policies and self interest. No one is too small to do great
things or too great to do small things. Servanthood defines our leadership and professional
practice such that each individual in the Hagar community is treated with competence,
grace, patience and dignity recognizing each person is an image bearer of God Himself.
We choose courage: We take risk, defy the odds and challenge the realm of impossibility.
We identify with the outcasts of society, pursue justice and commit to protect each
individual at all costs. We have the courage to make ourselves vulnerable, to listen to our
harshest critics and to walk in dark places. Not blind action, not loud rhetoric, not without
accountability and not to put ourselves first. Our courage is informed by humility, defined
by action and grounded in our faith in a trustworthy God.
We choose relationships: We cultivate life giving relationships recognizing that lasting
change is only possible through relationships that transform. We remain engaged in our
own transformation and personal wellbeing, modelling the resilience we cultivate in others.
We choose to celebrate the uniqueness of each individual and hold each accountable to
the mission entrusted to us. We remain patient with setbacks, strengthened by feedback,
willing to forgive, humble in conflict and challenged to demonstrate Christ’s unconditional
love to all.
Our Mission: Whatever it takes for as long as it takes to restore a broken life!
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We choose innovation: We are disciplined, passionate and creative entrepreneurs seeking
durable solutions to complex problems. Hagar nurtures a caring, stimulating and creative
environment that encourages each person to reach their full potential. As competence
must inform our passion, we are disciplined in our learning and acknowledge failure as
critical to the innovative process. Remaining focused on our mission, we try new
approaches, launch new enterprises, encourage creative expression, cultivate new
relationships and set high standards for ourselves and partners.
We choose integrity: We strive for consistency between our words, beliefs and the reality of
the Hagar experience. Transparency, even in our failures, nurtures credibility and earning.
We are consistently ethical in our professional and business practices. We keep our
promises and honour those who speak the truth. Our accountability to our clients is as
important as our accountability to donors, recognizing that Hagar’s resources are
entrusted to us for the service of others and require competent, effective and
accountable stewardship.
We choose excellence: We are committed to high quality results through disciplined
attention to the unique journey of each individual. Excellence is not perfection but is the
pursuit of competent service, a life of learning, an accountable attitude and a willingness
to fail forward into the strength of experience. Excellence also requires the capacity to say
“no” to opportunities that dilute our focus, compromise our mission, or undermine our
wellbeing.
We choose community: We are one organization with one mission that values the diversity
of Hagar’s people, cultures, programs and businesses. As our potential is only realized in
unity we choose to reach beyond our roles and limitations to seek the success of others.
We embrace our clients and stakeholders as full members of our community. Through
partnerships with government, academia, private sector and other non-profits we reach
beyond ourselves to collaborate with others. We choose respect over power, service over
status, listening over being heard and a caring community where all can thrive.
Our Mission: Whatever it takes for as long as it takes to restore a broken life!
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