Republic of Moldova

Line Operator for the Call Center at the Consular Affairs General Division of the Ministry of Foreign Affairs and European Integration

Vacancy Number: Pr13/00325

Location:	Chisinau, Moldova
Application Deadline:	24 May 2013, 23:59 (GMT+2:00)
Application Extended deadline:	31 May 2013, 23:59 (GMT+2:00)
Type of Contract:	Individual Contract
Starting date:	03 Jun 2013
Reference to the project:	Building Institutional Capacity of MFAEI
Expected Duration of Assignment:	June 2013 – June 2014 (12 months)
Submission Instructions: Proposals should be submitted online by pressing the "Apply Now" button no later than May 24, 2013.  Requests for clarification only must be sent by standard electronic communication to the following e-mail: victor.dragutan@undp.org. Please notice that this address is for information requests only; please do not send or copy your application package to this address.
Supporting Documents: Terms of Reference Individual Consultant Procurement Notice Personal History Form (P11) UNDP General Conditions of Individual Contract

Mr. Victor Dragutan.

victor.dragutan@undp.org

Background

The  UNDP  Project  “Building  Institutional  Capacity  of  the  Ministry  of  Foreign  Affairs  and European Integration” has been formulated through a joint effort of Ministry of Foreign Affairs and European Integration (MFAEI) and UNDP with the overall objective of strengthening the institutional capacity of the MFAEI so that it can exercise its functions in a more efficient manner, operate transparently and fulfill its European Integration commitments. The project has two interlinked, yet distinct components:

1. Institutional Capacity Building of MFAEI
2. Enhancing the capacity of the Moldovan authorities for the negotiation and implementation of the Association Agreement  with EU

 

The Consular Affairs General Division (CAGD) is the subdivision of the Ministry of Foreign Affairs and European Integration of the Republic of Moldova (MFAEI) which coordinates the consular activity of the diplomatic missions and consular posts of the Republic of Moldova (DMCP) and also provides assistance to Moldovan nationals abroad. (http://www.mfa.gov.md/informatii- generale/)

A highly important task of the CAGD and the DMCPs is to provide information and advice to Moldovan nationals in need. This communication process plays an important role since an overwhelming number of Moldovan nationals are working and residing in third countries. In this respect, the CAGD and DMCP receive different types of enquiries - requests for information on how to apply for certain documents (passport, vital records certificate, criminal record, notary document, emergency travel documents etc.) at Moldovan Embassies or Consulates; requests for information on how to contact a Moldovan Embassy or Consulate or how to schedule an appointment at the mentioned institutions; requests for information on how to travel to Moldova including customs / border rules; complaints against the abuses committed by state authorities in the country of destination; complaints against the misconducts of employees of Moldovan Embassies and Consulates abroad; requests for help and advice in exceptional situations and other information.

The capacity of CAGD and DMCP in providing the above mentioned information is limited, and this inadequacy is directly related to understaffing. Due to the limited capacity of consular offices to respond to enquiries, the link of Moldovans to their homeland risks becoming weaker.

In order to strengthen the information providing process to Moldovan citizens abroad, reduce the  workload  of  DMCP  and  enhance  the  institutional  capacity  of  the  CAGD,  the  MFAEI established in 2009 a Call Center within the CAGD. The Call Center focuses on providing information and advice especially to Moldovan nationals abroad. The Center employees provide information to Moldovan citizens in third countries on daily basis. The Center operates on a toll free number which allows people to contact the Center free of charge.

Scope of work

The expected output for the National Consultant’s assignment is to provide access to ongoing free of charge assistance and information to Moldovan nationals on consular affairs issues. In order to achieve the objectives the contractor shall:

• Provide  consular  information  and  advice  to  Moldovan and foreign nationals  abroad in a professional manner;
• Refer the cases, if necessary, to relevant institutions and follow-up on their actions;
• Record, systematize all incoming inquiries and provide follow-up services;
• Draft monthly reports on the work of the hotline;

Keep updated with the consular affairs issues/legal framework and participate in training programs.

Requirements for experience

I. Academic Qualifications:

• University degree in law, economics, public administration, international relations and other relevant areas for the assignment;                                                                                                                                                                       

II. Years of experience:

• Minimum 2 years of working experience in the area of international relations, consular affairs and/or in providing advisory services to citizens. Experience of work at a call center is an advantage; 

III. Competencies:

• Good knowledge of the field of consular affairs, Moldovan relevant legislation and familiarity with the main issues in the area;
• Proven ability to analyze, summarize and evaluate;
• Excellent communication skills and proven ability to formulate the ideas both orally and in written form;
• Computer literacy and ability to effectively use office technology equipment, IT tools;
• Excellent knowledge of Romanian and Russian. Knowledge of English is a distinct advantage;
• Responsibility, patience, creativity, punctuality, flexibility.

Documents to be included

Interested individual consultants must submit the following documents/information to demonstrate their qualifications:

1. Proposal: explaining why they are the most suitable for the work and how do they fit the requirements for qualifications, experience and competence;
2. Financial proposal;
3. Personal CV including past experience in similar projects and at least 3 references.

Financial proposal

The financial proposal shall indicate a total amount per month. Payments are based upon delivery of services specified in the ToR.

 

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