JOB Vacancy Announcement #: 8016
Job Title: Feedbacks and complains response mechanism Officer
Application deadline: 11.02.2023
Duty Station: AL-Hassake
Job Requirements:
Personal abilities:
– Education: bachelor degree in sociology, math, engineering, IT, IM or similar
– Professional experience: at least 6 months of experience in a position linked to FCRM
– Languages:
o Fluent in Kurdish and Arabic
o Good communication skills in English
– Personal qualities: diplomat, patient, fast learner, reliable, good communication skills, discretion
Technical competences:
– Fully computer litterate including knowledge of Microsoft Office (Word and Power Point but particularly Excel)
– Knowledge of FCRM mechanisms and accountability to beneficiaries in general
– Practical knowledge of KOBO toolbox, including questionnaire design in MS Excel
Job Description:
List of main activities:
Contribute to SI’s consideration of beneficiaries’ accountability through the management of the different FCRM channels:
– Answer the calls received via the FCRM hotline and WhatsApp number.
– Welcome the people who come directly to the office to complain or provide feedback.
– Hold the FCRM desk on the field during distributions.
– Input the details of the complaint/feedback received on the Kobo form.
– Respond to the complainant on the spot if possible or record it if further research/investigation should be conducted.
– Call back the beneficiaries to provide responses to their complaints/feedback.
– Ensure training and induction on FCRM to SI staff when needed.
– Present FCRM mechanisms and principles to beneficiaries when needed.
Management of the FCRM database
– Ensure the data entry of CRM Forms from ONA received from the field, the hotline, and the office visits.
– Ensure the data extraction from ONA and the cleaning of all cases on the database.
– Ensure that the FCRM database is up to date.
– When applicable, upon reception of satisfactory answer from the program team or when the complaint/feedback is out of SI’s scope of action, close the case in the database.
Internal reporting
– Communicate the complaints/feedback received to the program team for their feedback.
– Follow-up of the action points taken jointly with program team following complaint or feedback
– Contribute to the reporting of trends of types and nature of complaints to the MEAL manager to inform current and future programming.
– Ensures efficient data transmission and archives for future reference and submits timely complaints reports.
Ethic and professional practice:
– Represent SI when communicating with the different stakeholders and inform on its activities and provide the relevant information.
Advertiser: Confidential غير معلن
Other Information’s:
Nothing to Mention.
How to Apply:
Please send your CV to the following email/Link:
https://enketo.ona.io/x/7Ezsiq6P
Please consider to mention the advert ID (Above) and the job title in the email subject.
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