Intake Coordinator

1. SUMMARY
The Internal Oversight Service (IOS) operates as an Independent Office within the International Staff (IS) and reports directly to the Office of the Secretary General. IOS covers four key assurance functions: Internal Audit, Risk Management, Ethics and Fraud. The NATO Investigative Taskforce (ITF) provides support to investigations in all NATO bodies across the NATO Enterprise.
The role of the Intake Coordinator is to: 
•    manage the Enterprise-wide whistleblowing mechanism, providing a professional, empathetic and high-quality service;
•    ensure secure intake, timely and accurate registration, triage, and referral of reports to the competent Investigative Authority;
•    manage the lifecycle of each ITF case from receipt to closure and provide administrative support and coordination for investigations;
•    maintain centralized records, statistics, and analysis of trends for reporting and monitoring purposes and support the preparation of periodic ITF activity reports;

2. QUALIFICATIONS AND EXPERIENCE

The incumbent must:
•    have upper vocational training, preferably in Law, accountancy, internal audit, etc. with 3 years post-related experience or a secondary education qualification with 6 years post-related experience;
•    have practical experience of applying confidentiality, data protection, and whistleblower principles in day-to-day operations; 
•    have proven ability to establish and maintain effective working relationships within the context of an international organisation;
•    possess the following minimum levels of NATO's official languages (English/French): V (\"Advanced\") in one; IV (\"Upper-Intermediate\") in the other. 
 

The following would be considered an advantage:
•    having practical experience in implementing whistleblowing management systems, including familiarity with ISO 37002:2021.
 

3. MAIN ACCOUNTABILITIES
•    Project Management: Oversee and coordinate the full administrative and procedural workflow of cases handled by the Investigative Taskforce (ITF), with particular responsibility for managing the Enterprise-wide whistleblowing mechanism. Manage the lifecycle of each ITF case, from receipt to closure. Oversee case-tracking tools, identify workflow constraints, and prepare regular operational updates to facilitate strategic planning and performance monitoring.

•    Expertise Development: Develop and maintain specialised expertise in intake assessment, triage methods, investigative process flows and complaint-handling standards. Contribute to the refinement of ITF policies and SOPs, identify areas where processes can be simplified or harmonised, and provide guidance to investigators on correct intake, classification and procedures.

•    Information Management: Ensure the secure receipt, registration, storage, and transmission of all case-related information. This involves managing the centralized case-management platform, upholding strict confidentiality controls, and ensuring that documentation is complete, and accurate. Ensure records are retained, archived or disposed in accordance applicable regulations.

•    Stakeholder Management: Serve as a primary point of contact for reports shared through the Enterprise-wide whistleblowing mechanism, ensuring that communications are handled discreetly, respectfully and in accordance with whistleblower-protection. 
Perform any other duty as assigned.

4. INTERRELATIONSHIPS
Reporting line: The incumbent reports to the Senior Investigator (ITF). In the event of an apparent conflict of interest, the incumbent will report to the higher level of management where the potential for a conflict of interest is not likely to exist.

Interactions: The incumbent maintains constructive working relationships with HR, Ethics, Legal and Security units, ensuring efficient coordination while protecting operational confidentiality.

Direct reports: N/A
Indirect reports: N/A

5. COMPETENCIES
The incumbent must demonstrate:
•    Achievement: Works to meet standards;
•    Analytical Thinking: Sees basic relationships;
•    Clarity and Accuracy: Checks own work;
•    Conceptual Thinking: Sees patterns based on life/work experience;
•    Customer Service Orientation: Takes personal responsibility for correcting problems;
•    Empathy: Reads non-verbal cues and understands meanings;
•    Impact and Influence: Takes multiple actions to persuade;
•    Initiative: Is decisive in a time-sensitive situation;
•    Teamwork: Cooperates.
 

7. USEFUL INFORMATION REGARDING APPLICATION AND RECRUITMENT PROCESS

Please note that we can only accept applications from nationals of NATO member countries. Applications must be submitted using e-recruitment system, as applicable:

• For NATO civilian staff members only: please apply via the internal recruitment portal (link);
• For all other applications:

Before you apply to any position, we encourage you to click here and watch our video providing 6 tips to prepare you for your application and recruitment process.

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When submitting your application, please ensure that your Taleo Candidate Profile is updated and that your CV is correctly uploaded in the Taleo attachments section.

More information about the recruitment process and conditions of employment, can be found at our website )

Appointment will be subject to receipt of a security clearance (provided by the national Authorities of the selected candidate), approval of the candidate's medical file by the NATO Medical Adviser, verification of your study(ies) and work experience, and the successful completion of the accreditation and notification process by the relevant authorities.

NATO will not accept any phase of the recruitment and selection prepared, in whole or in part, by means of generative artificial-intelligence (AI) tools, including and without limitation to chatbots, such as Chat Generative Pre-trained Transformer (Chat GPT), or other language generating tools. NATO reserves the right to screen applications to identify the use of such tools. All applications prepared, in whole or in part, by means of such generative or creative AI applications may be rejected without further consideration at NATO's sole discretion, and NATO reserves the right to take further steps in such cases as appropriate.

8. ADDITIONAL INFORMATION

NATO is committed to diversity and inclusion, and strives to provide equal access to employment, advancement and retention, independent of gender, age, nationality, ethnic origin, religion or belief, cultural background, sexual orientation, and disability. NATO welcomes applications of nationals from all member Nations, and strongly encourages women to apply.

NATO is committed to fostering an inclusive and accessible working environment, where all candidates living with disabilities can fully participate in the recruitment and selection process. If you require reasonable accommodation, please inform us during your selection process.

Candidates will be required to provide documented medical evidence to support their request for accommodation.

Building Integrity is a key element of NATO's core tasks. As an employer, NATO values commitment to the principles of integrity, transparency and accountability in accordance with international norms and practices established for the defence and related security sector. Selected candidates are expected to be role models of integrity, and to promote good governance through ongoing efforts in their work.

Due to the broad interest in NATO and the large number of potential candidates, telephone or e-mail enquiries cannot be dealt with.

Applicants who are not successful in this competition may be offered an appointment to another post of a similar nature, albeit at the same or a lower grade, provided they meet the necessary requirements.

The nature of this position may require the staff member at times to be called upon to travel for work and/or to work outside normal office hours.

The organization offers several work-life policies including Teleworking and Flexible Working arrangements (Flexitime) subject to business requirements.

Please note that the International Staff at NATO Headquarters in Brussels, Belgium is a non-smoking environment.

For information about the NATO Single Salary Scale (Grading, Allowances, etc.) please visit our website. Detailed data is available under the Salary and Benefits tab.

NATO does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. For more info please click here.