Feedback and Response Assistant - Anbar

CONTEXTUAL BACKGROUND

IRC working in coordination with the humanitarian community, the IRC currently addresses the needs of conflict-affected populations from several operational bases across Iraq. IRC’s activities focus primarily on the protection and legal assistance, cash assistance and livelihood, distribution of non-food items, education and women and children’s protection, and form part of an over-arching humanitarian response in Jordan, Lebanon, Turkey, Syria, Iraq and the region that seeks to assist refugees, IDPs and war-affected people survive conflict and displacement.

Job Overview/Summary:

Under the direct supervision of the field coordinator in Anbar and the technical supervision of the Feedback and response Manager, the Feedback and Response Assistant is responsible is to provide day-to-day assistance with delivering feedback/complaint services. Responsibilities include administrative handling of feedback and complaints, routine recordkeeping, help-desk, and communication and coordination. The position requires the ability to work closely with a multi-sectorial program team and to interact effectively with a wide variety of community members.

Major Responsibilities:

Handle feedback/complaint processing

• Serve as point of contact/ and administer communication channels (e.g. helpdesk, suggestion boxes, individual interviews).
• Register and acknowledge feedback/complaints.
• Inform stakeholders about confidentiality policy, complaint-handling process, and timeframes.
• Handle routine questions and requests for information.
• Categorize and route stakeholder feedback/complaints to responsible staff according to policy and procedures.
• Facilitate communication with complainants about case status and decisions.
• Support inoutreach
• Throughout the process of intake of complaints/feedback and referrals, ensure applying protection principles for confidentiality of information and safety of beneficiaries.
• As per Service Map, provide to beneficiaries information on third-party services available in the area.

Maintain up-to-date, accurate records and reports

• Handle entry, upload, and export of data, using designated software.
• Organize paper and electronic records.

Assist knowledge development and information dissemination

• Coordinate and communicate with other complaint-handling teams in Anbar.
• Provide advice to Feedback and Response Manager on development of visual materials for dissemination among beneficiaries.
• Ensure Feedback Mechanism briefings and information dissemination is provided on routine basis to Anbar staff as well as community members.

Other:

• Implement other activities, related to the objectives of Monitoring, Evaluation, Accountability and Learning Unit, as assigned by Feedback and Response Manager.

Key Working Relationships:

Position Reports to:Directly to Field Coordinator and Technically to Feedback and response Manager
Position directly supervises:N/A

Indirect Reporting: MEAL Officer
Other Internal and/or external contacts:

Internal: IRC Program teams, Feedback and Response Assistant in Erbil

External:local community and partners

Education: Diploma or BA/BS (preferably in social science, business administration) are desired.

Work Experience: Minimum one to two years working in complaints handling, data collection, and community engagement.

Demonstrated Skills and Competencies:

• Excellent listening and communication skills, able to handle problems with patience, politeness and diplomacy
• Solid organizational skills, attention to detail, able to handle multiple tasks and meet deadlines
• Strong interpersonal skills and ability to work effectively with staff and partners in cross-cultural environment
• Working familiarity with Smart phones or tablets, preferably for mobile data collection
• Strong self-initiative, with ability to be flexible and work well under pressure in fast-paced team environment

Language Skills:  Excellent Arabic, very good English.

Standards of Professional Conduct:

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.

Gender Equality

IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including maternity leave, gender-sensitive security protocols and other supportive benefits and allowances. Qualified female candidates are strongly encouraged to apply.

Attention Returning National Candidates:

IRC strives to attract, motivate and retain qualified national staff in our programs. We strongly encourage national or returning national candidates to apply for this position. If you are a national of the country in which this position is based and are currently located outside of your home country and possess over two years of international work experience, IRC has introduced an attractive remuneration package. The package includes competitive compensation, return flight to post, shipping allowance, temporary housing and a relocation allowance. Certain restrictions may apply.

Standards of Professional Conduct: 

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.

Gender Equality

IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including maternity leave, gender-sensitive security protocols and other supportive benefits and allowances. Qualified female candidates are strongly encouraged to apply.

Attention Returning National Candidates:

IRC strives to attract, motivate and retain qualified national staff in our programs. We strongly encourage national or returning national candidates to apply for this position. If you are a national of the country in which this position is based and are currently located outside of your home country and possess over two years of international work experience, IRC has introduced an attractive remuneration package. The package includes competitive compensation, return flight to post, shipping allowance, temporary housing and a relocation allowance. Certain restrictions may apply.

Notice to all Job Seekers

IRC implements an equal employment opportunity policy
and our recruitment process is based on merit.

Applicants and/or successful interview
candidates (both internal and external) are not required to pay any fees at any
stage of the recruitment process.

If anyone asks you for any financial or
non-financial favors to help you secure a job at IRC, kindly report to Iraqhr@rescue.orgملاحظة لكل الباحثين عن وظيفةتعتمد لجنة الانقاذ الدولية سياسة فرص عملمتساوية و ان عملية التوظيف لدينا تعتمد على الجدارة.

لايتوجب على المتقدمين لاي وظيفة او المؤهلين للمقابلات(سواء كانوا موظفيين حالين او متقدمين من خارج المنظمة) دفع اي مبلغ مالي خلال ايمرحلة من مراحل التوظيف.

اذا قام اي شخص بطلب اي خدمة مالية او غير مالية لقاءمساعدتكم في تأمين فرصة عمل داخل المنظمة ،يرجى الابلاغ عن ذلك الىIraqhr@rescue.org

IRC is an Equal Opportunity Employer IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status or disability.