Conduct community response mechanism surveys from the program participants on a monthly basis. Programme participants are defined as beneficiaries, the organization field teams, stakeholders, contractors, vendors and suppliers.

Establish weekly, monthly and quarterly work plans for community engagement for surveys, field observations, focus group discussions and responding to community feedback from the variety of the CRM channels.

Gather information and data on non-sensitive complaints, sharing reports to the Accountability Officer.

Undertake FGDs with participants to understand the barriers of reporting in the CRM system. To inform culturally and locally appropriate mechanisms to strengthen the CRM system, both in confidence and reporting processes including recommendations to the Accountability officer.

Establish Community response Committees in areas where the organization implements programs ensure the committees are trained on CRM procedures of the organization, reporting challenges and purpose as per policy and Committee ToR. The committees will be the community focal points to play an active role in collecting feedback, complaints and CRM promoting and ensuring that the most marginalized and affected groups are represented and have a voice. These committees may be integrated with other committees established by sectors, such as WASH and Protection.

Conduct CRM awareness sessions with program participants. This includes conducting focus groups with community members on assistance provided by the organization, emerging needs and facilitating child friendly feedback sessions and mechanisms for children to inform the organization on programmes such as Child Protection and Education.

Distribute the organization CRM materials with each of the sector responses such as MPCA or Food Vouchers. To be present at each distribution of any modality disseminating information and brochures on the CRM system.

Establish help desks as appropriate for beneficiary engagement in camp like settings or distributions.

Responsible for collecting the responses in complaint boxes, replying to WhatsApp and any other feedback shared through the variety of channels.

To share the feedback given with officers for review and sharing with the relevant sectors for awareness, reply and learning.

Undertake sector specific consultations to increase the efficacy, access and confidence of the CRM system; under the guidance of the officer and MEAL Coordinator

Increase downward accountability across the organization’s interventions with collecting data from the field on the Protection Mainstreaming indicator.

To participate in the Protection Risk Analysis, led by the Protection sector to inform the risks exposed to programme interventions within Syria.

Draft field feedback report, online feedback tracker outcome and action updates.  This will provide guidance to the corrective measures.

To work as part of a team; providing support where necessary in other administrative, monitoring and evaluation, or information management tasks

Person Specifications (Requirements):

Understanding of and enthusiasm for CRM and accountability principles and practices is mandatory with at least one year experience or relevant MEAL.

Previous experience data collection platforms such us IFORM builder, KOBO or relevant

University Education in a relevant subject preferred (statistics, social science, humanities, English education, information management  or any relevant education to accountability

Ability to use MS Office programs, particularly Word, Excel,

Arabic spoken and written is mandatory. English is an assist and other local languages are highly regarded

Good organizational skills and a proactive approach to work

Adaptable, willing to learn and take on extra duties as required;

Excellent communication and interpersonal skills.

Desirable requirements:

Experience in writing English field reports

Analytical skills to support the officer with what is being observed during the field

A knowledge of Protection sector, risks and programmes