Feedback and Response Mechanism Assistant (Registrar) - Erbil

BACKGROUND

The International Rescue Committee responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, IRC offers life-saving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in more than 40 countries and in 22 U.S. cities, IRC restores safety, dignity and hope to millions who are uprooted by conflict or disaster. IRC leads the way from harm to home.

CONTEXTUAL BACKGROUND

 The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in more than 40 countries and in 22 U.S. cities, the IRC restores safety, dignity and hope to millions who are uprooted by conflict or disaster. The IRC leads the way from harm to home.

The IRC Iraq program was established in 2003 and is currently providing humanitarian assistance in the sectors of child protection, women’s protection and empowerment, protection and rule of law, early childhood development, cash, livelihoods and governance. The IRC Iraq’s main office is based in Erbil, with field offices in Baghdad, Ninewa, Salah al-Din, Kirkuk and Anbar.

Job Overview/Summary:

The purpose of this position is to provide day-to-day assistance with delivering feedback/complaint services. Under the direct supervision of the Feedback and Response Mechanism Manager. Responsibilities include administrative handling of feedback and complaints, routine recordkeeping, and communication and coordination. The position requires the ability to work closely with a multi-disciplinary team, answer and respond back calls on IRC country hotline during working hours and to interact effectively with a wide variety of community members.

Job Responsibilities:

Handle feedback/complaint processing

·Serve as point of contact/ and administer communication channels (e.g. help desk, hotline, Viber, WhatsApp, suggestion boxes).

·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 been made on their cases.

·Make sure have the up-to-date information about IRC country program projects in place with detailed information about the selection criteria for all sectors.

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 the region.

·Perform other duties or special assignments as needed.

·Support in raising the PRs for accountability outreach materials requested by the line manager or MEAL coordinator.

·Make sure field offices has sufficient outreach materials to be shared with clients.

·Any other relevant task as required

Key Working Relationships:

Position Reports to:  Feedback and Response Manager (solely for responsibilities described in this terms of reference)

Position directly supervises:  N/A

Indirect Reporting: N/A

Other Internal and/or external contacts

Internal: Complaint Review Committee, Technical Focal Points, M&E team, Human Resources, Compliance Coordinator, Technology for Program manager

External:  IRC partners, other NGOs