Accountability Registrar

The Syria crisis is often described as the worst humanitarian catastrophe since the end of the Cold War. Inside Syria, 7.6 people are internally displaced and 12.2 million are in need of humanitarian assistance. There are more than 4 million Syrian refugees living in neighboring countries. This is no short- term humanitarian episode. The devastating human consequences to huge numbers of people will endure for decades. The destruction of relationships, communities, livelihoods, homes and infrastructure will take years to repair. The IRC is offering a robust humanitarian response to the Syria crisis. With an annual budget in excess of $140 million and a rapidly expanding portfolio, supported by nearly 1300 staff, IRC’s Syria Response Region (SRR) is undertaking programs in Syria and neighboring countries of Jordan, Lebanon, Turkey and Iraq.

The Jordan Country program has a current budget of $50 million and operates in Northern and central Jordan, providing assistance in primary health care, protection and economic and recovery interventions and working with a wide range of partners and sub-awardees. In accordance with humanitarian quality and accountability standards and the IRC global Strategic Plan 2015-2020, the country program has established a comprehensive feedback and complaint system to make its work more responsive to the clients and communities it serves. The system is managed and implemented according to the Complaint Management Policy and regional standards.

Job Overview/Summary:

This Accountability registrar will assist the complaint manager in managing and strengthening the Jordan country programs’ feedback/complaint system and services. She/he is responsible to process incoming complaints and assists with administrative activities.

Major Responsibilities:

Assist in managing the feedback/complaint system and services

• Support the setting up, and operation of communication channels.
• ·Support in awareness creation and dissemination about the complaint and feedback mechanism.
• Assist in maintaining software to manage data in close coordination with the accountability team.
• Assist orientation of general staff to feedback/complaints policy and procedure

Administers processing of received clients’ communications and responses

• Handling the hotline channel on daily basis.
• Receiving, recording, classifying clients’ communications received through different communication channels and refer communications to programs;
• Tracking with programs the progress and status of sent communications to meet the deadline for responding.
• Receive responses from programs and responding back to clients.
• Support in compiling statistics for analysis and reporting drafts on communications and feedback cases.

Key Working Relationships:

Position Reports to:Accountability officer

Position directly supervises: No

Other internal contacts: MEAL Coordinator, M&E Manger, IM manager, MEAL partnership specialist, M&E officer, MEAL assessors and programs’ focal points.

External contacts:IRC partners, IRC clients/beneficiaries

Work Experience: 0-1 years in monitoring and evaluation, and/or social services, with case management experience, customer service and interaction with beneficiaries strongly preferred

Demonstrated Skills and Competencies:

•  Experience in complaints and feedback mechanism systems.
• Excellent interpersonal and communication skills.
•  Working knowledge of monitoring and evaluation systems and tools.
• Demonstrated ability to effectively analyze, interpret and present data.
• Excellent writing and editing skills.
• Experienced user of MS Office (Word, Excel, Access, PowerPoint) and database management software; familiarity with mobile data collection preferred (such as ONA).
• Strong self-initiative, and ability to be flexible under pressure and lead team in fast-paced environment

Language Skills:  English and Arabic

Note: List of responsibilities, professional and personal skills are considered indicative and not exhaustive; actual duties may differ or change depending on office and agency priorities at the time.

Working Environment: The position is based in Amman with standard office work environment.

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct.  These are Integrity, Service, and Accountability.  In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.