Complaints and Response Mechanism Team Member

GOAL, Idlib, Syria
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Job Summary

Job Description

GOAL has been working in Syria since 2012, responding to the acute needs of conflict-affected communities. GOAL is working directly and through partners across in Idleb Governorate and in Hama and Aleppo in collaboration with local partners. Core programme areas include: Food Security, WASH, and Emergency Cash and non-food item (NFI) responses.

Job purpose: This job will help enable GOAL Syria to systematically collect and respond to beneficiary feedback in the field to improve GOAL’s accountability to local stakeholders, the participatory nature of its programming, and to ensure that stakeholders feel heard in the field.

Duties, objectives and competencies

· Receive complaints and feedback through a variety of mechanisms, may include:

  • Field visits to meet with stakeholders
  • Reception at Idleb-Syria offices
  • Answering the Turkell hotline
  • Receiving WhatsApp messages
  • Respond to frequently asked questions according to the approved script
  • Identify serious complaints and communicate them directly through the appropriate response mechanism, handling them confidentially and discreetly
  • Register incoming complaints/feedback requiring follow-up and update status of each complaint in the Complaints Tracker
  • Redirect complaints to the appropriate staff according to standard procedures
  • Follow-up with post-beneficiary selection complaints
  • Disseminate key messages in the field, including information about the complaints and response mechanism.
  • In addition to the above, the Complaints and Response Team Member is required to abide by and uphold the Core Humanitarian Standards in the execution of his/her duties.

Requirements (essential)

  • University degree Undergraduate (second year minimum)
  • Commensurate work experience three years minimum
  • Strong commitment to maintaining confidentiality
  • Demonstrated ability to stay calm under pressure
  • Demonstrated assertiveness, excellent interpersonal and communication skills, ability to interact well with people of all backgrounds
  • Detail oriented and strong clerical skills
  • Native Arabic speaker
  • Ability to travel to the field at least 50% of the time
  • Familiar with TabletsSmartphone Applications
  • Good computer skills (Word, Excel, ….)
  • Prepared to work in an insecure environment

Requirements (desired)

  • Good experience coordinating and/or liaising with community stakeholders
  • Experience working in sales, teaching, law, customer services, or humanitarian work preferred
  • English skills are preferred

GOAL has a Staff Code of Conduct and a Child Protection Policy, which have been developed to ensure the maximum protection of programme participants and children from exploitation. GOAL also has a confidentiality policy *ensuring the non-disclosure of any information whatsoever relating to the practices and business of GOAL, acquired in the course of duty, to any other person or organisation without authority, except in the normal execution of duty.**Any candidate offered a job with GOAL will be expected to adhere to these policies any job offer made is also subject to police clearance. GOAL is an equal opportunities employer.*

This Job Description only serves as a guide for the position available. GOAL reserves the right to change this document. Any published closing dates are estimated. Due to the nature of GOAL’s work we aim to fill vacancies as quickly as possible. This means that we will close adverts as soon as we have found the right candidate, and this may be before the published closing date. We would therefore advise interested applicants to submit an application as early as possible.

Interested? Then apply for this position via clicking on the  button and fill out the application form. All applicants must send a cover letter and an updated CV (no longer than four pages). Both must be in English. Please note that only shortlisted candidates will be contacted.