Job Description

Position: Complaints and Feedback Focal Point    
Management: Knowledge Management    
Location: Multiple Cities    
Reports to: Head of Knowledge Management    
Deadline: 20/05/2024    

Job Summary

The effective implementation of complaints and feedback, monitoring and evaluation and AAP policies and strategies for the education project, as well as efficient organizing and coordinating of the complaints and feedback processes, particularly complaints and feedback tracking for the education project and the preparation and submission of reports to the Knowledge manager and Project Management accurately.    

Roles and responsibilities:

Key Responsibilities

• Receiving complaints from the field through means of communication (Hotline- email - complaints box-ERP system... etc).
• Follow-up complaints with the specialists first-hand and coming up with appropriate solutions for them.
• Implementation of the organization's complaints policy.
• Providing feedback regarding the complaints that have been discussed to those concerned, whether inside or outside the organization
• Make periodic reports for complaints according to the forms prepared for this or as necessary.
• Review and close complaints files.
• Ensures that complaints are addressed in a timely manner.
• Holding workshops with the beneficiaries and clarifying the mechanism for submitting complaints, feedback and the issue.
• Carry out periodic visits to ensure the implementation of the complaint's mechanism of the organization.
• Keeping complaints (paper-soft) in a safe place.
• Ensure that beneficiaries are aware of the mechanisms and means of submitting complaints and suggestions.
• Verification by contacting beneficiaries to ensure that project services are delivered as required.
• Follow up of lessons learned record from the departments concerned with the project.    

Qualifications and Experiences

• A minimum of a two-year diploma after high school in the field of management or any related field.
• At least two years' experience in M&E or complaint &feedback field.
• Knowledge of working in local and international humanitarian organizations.
• Ability to work in difficult conditions and under pressure.
• Good communication skills and fluency in both spoken and written Arabic and English.
• Proficiency in working with all Microsoft Office programs.    

CODE OF CONDUCT

As applicable to this position, an individual must promote and encourage a culture of compliance and ethics throughout the organization and maintain a clear understanding of ORGANAZATION and donor compliance and ethics standards and adheres to those standards. Staff are also responsible for preventing violations to our Code of Conduct and Ethics, which may involve Conflicts of Interest, Fraud, Corruption or Harassment. If you see, hear or are made aware of any violations to the Code of Conduct and Ethics or Safeguarding Policy, you have an obligation to report. If this is a supervisory position, one must set an example of ethical behavior through one’s own conduct and oversight of the work of others; ensure that those who report to you have sufficient knowledge and resources to follow the standards outlined in the Code of Conduct & Ethics; monitor compliance of the people you supervise; enforce the Code of Conduct & Ethics and ORGANAZATION policies, including the Safeguarding Policy and the Protection from Harassment, Bullying and Sexual Misconduct in the Workplace Policy, consistently and fairly; support employees who in good faith raise questions or concerns.    

SAFEGUARDING:

It is all staff shared responsibility and obligation to safeguard and protect populations with whom we work, including adults who may be particularly vulnerable and children. This includes safeguarding from the following conduct by our staff or partners: sexual exploitation and abuse; exploitation, neglect, or abuse of children, adults at risk, and any form of trafficking in persons