COMPLAINTS AND FEEDBACK ASSISTANT BEIRUT – MOUNT LEBANON

RESPONSIBILITIES:

Feedback and Comlaints

• Answer/Listen, process and respond to complaints and guide beneficiaries that seek help through WV hotlines and other CRMs.
• Follow up on internal complaints and feedback referrals with appropriate offices and sectors and respond to raised pending issues
• Ensure a proper filling system for all the complaints and feedback taking through the helplines with filling codes and types.
• Collect the complaints and make a daily data entry for all the data collected through the helpline or office visits.  Record the complaints and report it to the Humanitarian Accountability Officer.
• Support beneficiaries through information sharing relating to services provided by MEDAIR and partner organizations, upon request and refer beneficiaries per subject needs.
• Share complaints and feedback -received through hotline- trends analysis quarterly and monthly reports with Humanitarian Accountability Officer.
• Be flexible, willing to assist in other areas of work as relevant and needed.

Communication

• Welcome beneficiary feedback, complaints, referrals and report it to Accountability focal point, following MEDAIR Lebanon SOPs related to referrals, complaints and feedback
• Clearly communicate emerging trends and issues regarding complaints and feedback received through Hotline and/ or office/ field visits with relevant project staff and Accountability Officer

Reporting

• Ensure accurate and timely reporting on number of cases handled, and trends analysis on daily, weekly, and monthly basis monitoring activities e.g. through weekly and monthly reports
• Ensure findings and data generated through hotline data records is well organized and easy to access for sharing internally to MEDAIR and externally to donors, as per request

Logistics

• Understand and adhere to Medair finance and logistical procedures that concern MEAL related activities.

Quality & Financial Management

• Be aware of the potential for loss or fraud in logistical activities and procedures.
• Pro-actively work to prevent such occurrences by working ensuring adherence to Medair guidelines on fraud prevention with relevant line managers to improve transparency and to ensure the best use of Medair assets and resources
• Work within Medair’s recognised procedures in the area of finance and quality management

PERSON SPECIFICATION:

-University degree

-1 year of professional or practical experience in field work with NGOs/ INGOs.

-Experience conducting surveys or doing analysis.

-Familiar with CHS principles and AAP framework.

Experience writing in English.

-Familiar with Sphere and CHS principles and standards.

-Strong working knowledge of Arabic and English (spoken and written)

-Computer skills with good working knowledge of Microsoft Office, and Outlook.

-Enjoys a challenge and works hard to achieve objectives

-Passionate about serving the poor

-Self-motivated and Enthusiastic

-TEAM-PLAYER WITH GOOD INTER-PERSONAL SKILLS, WILLING TO SHARE TASKS AND DELEGATE

-ENCOURAGING, SUPPORTIVE

-Ability for community mobilisation and engagement

-Capacity to work under pressure and manage personal stress levels

-Ability to adapt communication strategies for different situations

-Creative, Flexible and open-minded in all matters

-Ability to encourage and motivate others