إعلان وظيفة شاغرة رقم: 4155
المسمى الوظيفي: مسؤول الشكايات و التلقيم الراجع للمستفيدين Complaints Feedbacks Mechanism Officer
اخر موعد للتقديم: 02.12.2020
سيتم الاتصال بالمرشحين المناسبين فقط.
تقبل السير الذاتية المكتوبة بالانكليزية فقط، مع مراعاة ان يكون نوع الملف اما Word أو PDF.
o At least 3-year experience in an INGOs and/or International Institutions;
o At least 1 experience working in the accountability unit of the AME department or CCCM department of
INGOs and/or International Institutions;
o At least 1-year experience managing a team of assistants;
o University degree in a relevant subject (i.e. social science, public administration, communication, law);
o Intermediate skills with the Microsoft Office Suite (i.e. particularly MS Excel);
o Fluency local language and English (i.e. speaking and writing);
o Ability to translate questionnaire from English to local language;
o Excellent time management skills;
o Ability to operate in a cross-cultural environment requiring flexibility;
o Ability to work independently;
o Strong attention to details.
o Does not reside in the camp or work for another actor active in the camp.
o 2-year Managerial experience, including leading/supervising staff, report writing, meeting facilitation.
- Implement/Follow up all CFM-related activities in the camp:
- Establish/Promote CCCM Complaints Feedbacks Mechanism in the camp:
o Establish, implement and monitor the CCCM CFM in the camp;
o Determine appropriate channels to raise complaints/feedbacks/request in information in the camp-specific context through community consultation (i.e. FGDs, listening groups, KII…)
o Carry out awareness campaign on the existence of the CCCM CFM unit and its mandate by developing adapted;
o Build capacity and understanding among ACTED CCCM team and actors active in the camp on the roles & responsibilities so the CCCM CFM;
o Develop camp-adapted IEC materials on the CFM, ensuring inclusiveness through adapted medium to vulnerable communities;
o Regularly assess effectiveness of all information-sharing efforts and incorporate findings into revised approaches;
o Maintain records of CFM awareness raising and promotion activities (including approximate numbers of participants) and submit to CCCM PM as required;
- Ensure accurate registration and timely follow-up of complaints/feedbacks/request for inputs from camp residents and active actors in the camp:
o Ensure the effective functioning the CCCM CFM and that camp residents/partners complaints/feedbacks/request for inputs are adequately captured, analysed, addressed and responded to in a timely manner and utilized by the program and coordination teams;
o Receive complaints/feedbacks/request for inputs through dedicated CFM hotline (i.e. phone call and WhatsApp number), CFM email address and the CFM boxes located in each sector of the camp;
o Receive complaints/feedbacks/request for inputs through CFM desk and through CCCM Monitors;
o Consolidate complaints/feedbacks/request for inputs in the CFM database and classify level of complaints/feedbacks/request to define the course of action and its implementation timeline;
o Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution;
o Maintain confidential and detailed records of all complaints in the CFM database and other electronic and hard copy filing systems, as appropriate;
o Produce a monthly analytic CFM report for ACTED staff, following ACTED template;
o Adapt and improve the CFM based on monitoring of its effectiveness.
- Ensure protection mainstreaming through the CFM activities
o Support and consider gender, protection, and GBV concerns in all aspects of activities;
o Adhere and Promote to Prevention of Sexual Exploitation and Abuse principles and guidelines (for site residents, ACTED staff, partner agencies)
o Support and promote participation of women, youth, and marginalised groups
o Refer immediately protection cases identified to ACTED Protection Officer for referral to protection actors.
- Manage the Governance unit:
- Ensure Management of CFM activities
o Support the CCCM PM in devising weekly and long-term work plans for the implementation of CFM activities;
o Ensure regular follow-ups on weekly and long-term work plan implementation of CFM activities;
o Provide inputs for the elaboration of Procurement plans as requested by the CCCM PM;
o Attend weekly CCCM team meetings;
o Flag directly foreseen challenges / issues arise in link with the CFM to CCCM PM, including security incidents;
o Attend inter-actor Operational/Sectorial/Ad hoc meetings in the camp;
o Support the CCCM PM in identifying areas for improvement and developing site strategy;
o Ensure accurate record keeping of project documentation, including photos, as requested by the CCCM PM;
o Ensure compliance to ACTED internal procedures and donor procedures;
o Ensure thorough reporting (i.e. externally: monthly report CFM activities, internally: weekly report to CCCM PM).
o Participation in recruitment of new staff, under guidance of the CCCM PM;
o Day to day supervision and management of CCCM CFM assistants and CCCM Outreach Monitors (i.e. attendance sheet signature, follow-up with finance…)
o Commitment to continuous learning through trainings and timely identification of capacity-building needs and opportunities, in coordination with the CCCM PM / HR department.
KEY PERFORMANCE INDICATORS
- # of functional Complaints and Feedbacks Mechanism in the camp;
- # of request for inputs answered within 2 days;
- # of complaints closed within 15 days.
الجهة المعلنة: Confidential غير معلن
مقر العمل: حسكة Hasaka
كيفية التقدم للمنصب:
يرجى ارسال السيرة الذاتية على البريد الالكتروني / الرابط الإلكتروني التالي:
To apply for this opportunity, you are kindly requested to read the following points:
1- Read the job description carefully
2- You may need to create a G-mail account
3- Fill in the job application form through the following link:
مع ضروة وضع رقم الإعلان أعلاه و المسمى الوظيفي او عنوان الشاغر في عنوان الرسالة (خانة الموضوع).
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