Information Management Officer -Feedback Handling Mechanisms (FHM) (National position) - SRO

Our Ideal Candidate:

We are seeking a motivated professional individual to join our Syria Response Office’s team. The ideal candidate will have a university degree in a relevant university field (Information Systems management, business administration, Social work, or similar) with experience working in a humanitarian context preferably with knowledge of the context in Syria.

We are particularly looking for an individual with understanding of key privacy and information management ethical concerns and the ability to implement information management and case management activities within ethical guidelines.

Additional skills include: qualitative and quantitative Data analysis and understanding of humanitarian programming and principles.

Position Description:

NRC has made a global commitment to ensuring beneficiary and other stakeholders’ access to safe and effective mechanisms through which to feedback on NRC programs.  This post will be responsible for the maintenance of this system for NRC Syria operations.

Responsibilities include but are not limited to the following:

• Perform a daily categorization of centrally received feedback to ensure that feedback is referred to the correct office or individual for action;
• Respond to feedback that is addressable at a central level;
• Monitor case response times and encourage a prompt response to all feedback;
• Implement the access control procedure for the FHM case management system;
• Develop and maintain frequently asked questions documents;
• Provide support and guidance to area office staff in their FHM responsibilities;
• Maintain and update FHM policies and procedures as appropriate;
• Maintain IVR and other technical aspects of the FHM;
• Provide periodic reports on feedback types, response rates and other metrics;
• Provide recommendations for fine-tuning and strengthening the FHM.

Full proficiency in spoken and written English and Arabic is essential.

Experience with case management software is desired.

Some knowledge of protection issues in humanitarian contexts and experience in a role involving communicating with distressed and vulnerable people is desired.

If this sounds like you, apply now to join one of the world’s leading INGO’s and be part of a team of highly motivated and expert staff who are making a difference to the most vulnerable people in the world's biggest displacement crisis.

All NRC employees are expected to work in accordance with the organization’s core values: dedication, innovation, inclusivity and accountability. These attitudes and believes shall guide our actions and relationships.

Additional Information:

Candidates are encouraged to apply early, as applications may be screened prior to the vacancy deadline

Contract period: 12 months with possibility of extension

Duty Station: Amman, Jordan.

Salary/benefits: According to NRC’s salary scale and terms and conditions

For more information, please see attached Job Description