JOB Vacancy Announcement #: 6422
Job Title: MEAL & CRM Assistant
Application deadline: 13.02.2022
Duty Station: Hasakeh
Job Requirements:
- University degree in a relevant field (this could include communications, social sciences, business administration, and others)
- At least six-months experience in a similar job
- Experience working or volunteering with a humanitarian organization.
- Previous experience in monitoring and evaluation
- Experience with hotlines, or other forms of customer service
- Excellent interpersonal and communication skills
- Emotional maturity and cross-cultural sensitivity
- Fluency in Arabic and English (spoken and written)
- Personal management including initiative, self-motivation and direction.
- Ability to work in and contribute to team environment
- Ability to maintain performance expectations in psychologically stressful environments
- Competence with MS Office applications, including Word, Excel and Outlook.
Job Description:
The main purpose of this position is to support the expansion of the feedback and complaints system for programming in North East Syria. The Compliant Accountability assistant will be receiving complaints that come through WhatsApp, complaints boxes, calls and messages, email, field staff and other channels. In addition, this position will be responsible for recording, enter to complaints database and reporting on feedback and complaints from beneficiaries and other stakeholders. While the focus of this position is to support the complaints and feedback mechanism, the role will also provide other support to the monitoring and evaluation team where necessary.
KEY RESPONSIBILITIES
- Receive complaints and feedback from beneficiaries and other stakeholders in Syria through Complaints boxes, phone calls, text messages, emails and other channels.
- Ensure all required information is collected from the person sharing feedback/making a complaint.
- Where feedback/complaints are received and recorded by others (such as staff or partners), ensure they are recorded in the database fully and correctly, working with them to build their understanding of the processes and standards required.
- Respond to people sharing complaints and feedback, according to the guidelines set out in the complaints and feedback manual. This may include providing program information, expressing appreciation, explaining the follow up process and timelines, explaining actions taken by partner staff in response to their complaint, or other responses as outlined in the manual.
- Ensure that sensitive complaints are escalated immediately, as per the guidelines in the complaints and feedback manual.
- Regular visiting to the field to collect the complaints from the compliant boxes and make sure all the system is function.
- Supporting CRM Officer to enter the complaint to database.
- Identify and follow-up any problems with processing and resolution of complaints with the CRM Officer.
- Work with partner agencies to understand the complaints and feedback loop and identify appropriate responses.
- Communicate and disseminate complaints handling procedures, policies and tools as appropriate to beneficiaries, staff, partner staff and other stakeholders.
- Support the design and implementation of awareness campaigns about the complaint’s mechanism at community level.
- Ensure complaints system is well marketed in the field and the process for providing complaints is clear to beneficiaries
- Work with program teams to ensure that up-to-date programming & other relevant information is available to be shared with people who reach out for information through the feedback and complaints mechanism.
- Assist in organize and participate in capacity building session for partner’s team
Advertiser: Confidential غير معلن
Other Information’s:
Nothing to Mention.
How to Apply:
Please send your CV to the following email/Link:
https://forms.gle/MCJWqL6DfaCMmkFR9
Please consider to mention the advert ID (Above) and the job title in the email subject.
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