Duties and responsibilities Generic responsibilities

− Adhere to ORG policies, tools, handbooks and guidelines

− Assist a range of support with the implementation of the Shelter portfolio according to plan of action

− Implements independently procedures and activities within own function or core competency as delegated

− Responsible for organising and delivery of tasks in line with priorities and standards

− Develop and maintain knowledge of the specialist area of work in which technical assistance and support is being provided, in order to be most effective in supporting the team

− Use initiative in day to day problem-solving in line with agreed procedures, priorities and standards for the area of work

− Prepare and develop status reports as required by management

− Ensure proper filing of documents

− Promote and share ideas for improvement in your area of

expertise Specific responsibilities

− Collection of feedback and complaints from field location, Child-friendly feedback mechanism and complaint boxes and conducting in-person feedback sessions.

− Handle and process beneficiary contacts received through in-person visits and complaint boxes. This includes collecting comprehensive beneficiary information and their feedback/complaint, accurate recording and categorisation of the case in the CFM database and following up and eventually closing the case with beneficiaries according to CFM SOPs.

− Lead the field-level implementation of feedback sessions with beneficiaries to share programme improvements and ORG learning with the community

− Raise awareness of ORG SRO’s CFM&CFFM internally and externally- through the provision of regular information dissemination activities and training/refresher sessions to ORG staff and beneficiaries.

− Regularly monitor the uptake of CFM in the community- in particular, by marginalised groups through analysis of the CFM data as well as direct observations, and liaise with field staff and CFM coordinator to ensure inclusive access to and use of CFM

− Conduct necessary internal and external referrals for service requests and conduct protection referrals, including Prevention of Sexual Exploitation and Abuse (PSEA), in line with ORG SRO’s SOPs

− Contribute to the quarterly CFM reports by analysing data at the field level and drafting field-level recommendations

Generic professional competencies:

• University degree in social sciences, Education, psychosocial or related field.

• Experience in working in a humanitarian / recovery context.

• Fluency in Arabic, Basic knowledge of English is an advantage.

• Computer and technology/digital literacy.

Context/ Specific skills, knowledge and experience:

• Relevant experience in social, community engagement and feedback activities

• Understanding of data management, experience in data entry and management of databases is a plus.

• Relevant experience in working with Children and vulnerable women.

• Good interpersonal skills and ability to effectively collaborate with multiple stakeholders, mainly communities.

• Working Proficiency in Microsoft Office Excel and Word.

• Ability to receive and handle confidential and sensitive information (highly approachable, trustworthy and confidential) Personal qualities

• Handling insecure environment • Planning and delivering results

• Empowering and building trust

• Communicating with impact and respect