1-Responsible for managing, recording, sharing, following up and consolidating community feedback about NRC’s interventions and ensuring community feedback is fed back into the project cycle management.
2-Working closely with the program teams, M&E.
3-Providing useful and constructive information to target communities about NRC’s programs.
4-Responsible for improving the Community Feedback and Response Mechanism (CFRM) in coordination with Accountability Coordinator.
B. Participating to the setup of a constructive dialogue between NRC and target communities
1-Conduct brainstorming activities, trainings and workshops with program teams on a regular basis, including an orientation at the beginning of each new project, to ensure that they are aware of the processes and procedures of accountability mechanisms.
2-Ensuring that information about NRC programmes and approaches are available to target communities, notably through the development of visibility leaflets, community orientation sessions, etc.
3-Providing weekly and monthly analytical reports and recommendations to programme teams on the basis of complaints and feedback received from target communities.
4-Ensuring that urgent and sensitive complaints are addressed in a timely and appropriate manner.
C. Complaint management
1-Ensure that all received complaints are registered and recorded in the complaint registration database according to the provided guidelines.
2-Ensure that all complaints are managed, compiled and, if needed, forwarded to relevant staff member as per described instruction included in the complaint mechanism manual.
3-Ensure that all the complaints are followed up closely with relevant department in order to resolve them within 2 working weeks (14 days).
4-Ensure the confidentiality of complaints data is respected, and this information is not shared with any irrelevant staff members or external person/ organization.
1-At least 1 year of experience in an NGO preferably in beneficiary reception and/or counselling, community feedback, HR or related field.
2-Good interpersonal skills and ability to collaborate with multiple stakeholders, mainly communities effectively.
3-Ability to receive and handle confidential and sensitive information (highly approachable, trustworthy and confidential)
4-Computer skills, including MS Office (Word, Excel)
By the link below: