The org Northeast Syria (the org – NES), together with our partner, is providing humanitarian assistance to people displaced by the current conflict in Northern Syria. The org has been primarily helping partners implement programs for internally displaced people in NES, including providing water, sanitation and hygiene support and emergency shelter and NFI sector and support the large-scale humanitarian assistance for IDPs displaced by the on-going conflict also in FSL and protection department, The org is working also to strength Women Economic Empowerment.

The main purpose of this position is to support the expansion of the feedback and complaints system for the org’s programming in Northeast Syria. The Complaint Response Mechanism assistant will be the focal point for 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, entering an online system, complaints database, analyzing and reporting on feedback and complaints from beneficiaries and othe takeholders. This position will also be responsible for facilitating the follow-up and resolution of complaints. By ensuring that feedback from beneficiaries and other stakeholders is documented and shared to inform program implementation and design, the position plays a crucial role in realizing the org’s commitment to accountability to affected populations. 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.
• Acting as a representative of the org, communicate respectfully, clearly and sensitively at all times to those sharing feedback and complaints (including callers who may be angry or afraid).
• 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 consultants 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 org 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.
• Record all feedback and complaints received in the database (CRM online System) and categorize each complaint (according to the org guidelines) for ease of follow up and analysis.
• Ensure that sensitive complaints are escalated immediately, as per the guidelines in the org complaints and feedback manual.
• Maintain complete confidentiality, only sharing details of complaints received for the purposes of follow up and reporting (as outlined in the org complaints and feedback manual).
• Manage the centralized feedback and complaints database (CRM online system), ensuring all cases received through all channels (including through the phone line, consultants, and partner channels) are recorded accurately and fully, and the database is up to date at all times.
• Forward complaints to the relevant focal points for follow up where required, according to the guidelines in the org’s complaints and feedback manual.
• Oversee the processing and resolution of all complaints, following up with the org and partner focal points on cases that are pending responses, to ensure that complaints do not get stuck and that minimum standards in terms of response times are met.
• Identify and follow-up any problems with processing and resolution of complaints with the Deputy MEAL Manager.
• Work on documents and other tasks assigned by supervisor.
• Prepare monthly and quarterly CRM reports based on feedback and complaints received, to inform review and adjustment of projects and design of new projects.
• Sharing monthly CRM with sector and department
• Communicate and disseminate complaints handling procedures, policies, and tools as appropriate to beneficiaries, the org staff, partner staff and other stakeholders.
• Support the design and implementation of awareness campaigns about the complaint’s mechanism at community level
• Work with the org 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.
• May include supporting training of the org staff; compiling, cross-checking and analyzing M&E data; supporting assessments; translation

• University degree in a relevant field (this could include communications,
• social sciences, business administration, and others) At least one year’s experience in a similar job.
• Experience working with international humanitarian organizations.
• Previous experience in monitoring and evaluation.
• Experience with hotlines, or other forms of customer service.
• Excellent interpersonal and communication skills.
• Fluency in Arabic/Kurdish and good English (spoken and written) skills.
• Competence with MS Office applications, including Word, Excel and Outlook.
• Strong communication skills internally and externally.
• Flexibility during activities implementation and the ability to deal with angry people.
• Ability to work in and contribute to team environment.
• Ability to maintain performance expectations in psychologically stressful environments.