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Compliant Accountability Assistant

JOB Vacancy Announcement #: 643

Job Title: Compliant Accountability Assistant

Application deadline: 24.05.2018

Other Information’s:

PLEASE NOTE WOMEN ARE HIGHLY ENCOURAGED TO APPLY.

Job Requirements:                                                                         

Education

  • University degree in a relevant field (this could include communications, social sciences, business administration, and others)
  • At least six-months experience in a similar job

Experience:

  • Excellent interpersonal and communication skills
  • Emotional maturity and cross-cultural sensitivity
  • Fluency in Arabic and English (spoken and written)
  • Personal management including initiative, self-motivation and direction.
  • Ability to work in and contribute to team environment
  • Ability to maintain performance expectations in psychologically stressful environments

Competence with MS Office applications, including Word, Excel and Outlook.

  1. Human relations skills

Consists of active practicing skills in the area of human relationships. In the work context Human Relations Skills include all capabilities that are needed to interact on a direct person-to-person basis, and through varied approaches build understanding of, acceptance of, or commitment to, courses of action that are important for the organization. These skills may be applied in relation to peers, subordinates or peers within the organization, or to people outside the organization

Job Description:

1- JOB SUMMARY:

The main purpose of this position is to support the expansion of the feedback and complaints system for organization’s programming in North East Syria.  The Compliant Accountability assistant will be receiving complaints that come through WhatsApp, complaints boxes, calls and messages, email, field staff and other channels. In addition, this position will be responsible for recording, enter to complaints database and reporting on feedback and complaints from beneficiaries and other stakeholders. While the focus of this position is to support the complaints and feedback mechanism, the role will also provide other support to the monitoring and evaluation team where necessary.

2- RESPONSIBILITIES AND TASKS:

  1. Receive and record complaints and feedback coming in through phone calls, text messages, emails and other channels.
  • Receive complaints and feedback from beneficiaries and other stakeholders in Syria through Complaints boxes, phone calls, text messages, emails and other channels.
  • Ensure all required information is collected from the person sharing feedback/making a complaint.
  • Where feedback/complaints are received and recorded by others (such as staff or partners), ensure they are recorded in the database fully and correctly, working with them to build their understanding of the processes and standards required.
  • Respond to people sharing complaints and feedback, according to the guidelines set out in the organization complaints and feedback manual. This may include providing program information, expressing appreciation, explaining the follow up process and timelines, explaining actions taken by partner staff in response to their complaint, or other responses as outlined in the manual.
  • Ensure that sensitive complaints are escalated immediately, as per the guidelines in the organization complaints and feedback manual.
  1. Going to field to make sure the complaint system is function in the field.
  • Regular visiting to the field to collect the complaints from the compliant boxes and make sure all the system is function.
  • Supporting CRM Officer to enter the complaint to database.
  • Identify and follow-up any problems with processing and resolution of complaints with the CRM Officer.
  • Work with partner agencies to understand the complaints and feedback loop and identify appropriate responses.
  • Support the smooth operation of the feedback and complaints mechanism, including through communications activities
  • Communicate and disseminate complaints handling procedures, policies and tools as appropriate to beneficiaries, our staff, partner staff and other stakeholders.
  • Support the design and implementation of awareness campaigns about the complaints mechanism at community level.
  • Ensure complaints system is well marketed in the field and the process for providing complaints is clear to beneficiaries
  • Work with organization’s program teams to ensure that up-to-date programming & other relevant information is available to be shared with people who reach out for information through the feedback and complaints mechanism.

Advertiser :Confidential غير معلن

Duty Station: Amuda

How to Apply:
Please send your CV considering to put the job title as email subject to the following email:

 care-nes@outlook.com

إعلان وظيفة شاغرة رقم: 643

المسمى الوظيفي:  مساعد لقسم المحاسبة و الشكاوي

اخر موعد للتقديم: 24.05.2018

ملاحظات:
PLEASE NOTE WOMEN ARE HIGHLY ENCOURAGED TO APPLY.

متطلبات العمل:

Education

  • University degree in a relevant field (this could include communications, social sciences, business administration, and others)
  • At least six-months experience in a similar job

Experience:

  • Excellent interpersonal and communication skills
  • Emotional maturity and cross-cultural sensitivity
  • Fluency in Arabic and English (spoken and written)
  • Personal management including initiative, self-motivation and direction.
  • Ability to work in and contribute to team environment
  • Ability to maintain performance expectations in psychologically stressful environments

Competence with MS Office applications, including Word, Excel and Outlook.

  1. Human relations skills

Consists of active practicing skills in the area of human relationships. In the work context Human Relations Skills include all capabilities that are needed to interact on a direct person-to-person basis, and through varied approaches build understanding of, acceptance of, or commitment to, courses of action that are important for the organization. These skills may be applied in relation to peers, subordinates or peers within the organization, or to people outside the organization

 

الوصف الوظيفي:

1- JOB SUMMARY:

The main purpose of this position is to support the expansion of the feedback and complaints system for organization’s programming in North East Syria.  The Compliant Accountability assistant will be receiving complaints that come through WhatsApp, complaints boxes, calls and messages, email, field staff and other channels. In addition, this position will be responsible for recording, enter to complaints database and reporting on feedback and complaints from beneficiaries and other stakeholders. While the focus of this position is to support the complaints and feedback mechanism, the role will also provide other support to the monitoring and evaluation team where necessary.

2- RESPONSIBILITIES AND TASKS:

  1. Receive and record complaints and feedback coming in through phone calls, text messages, emails and other channels.
  • Receive complaints and feedback from beneficiaries and other stakeholders in Syria through Complaints boxes, phone calls, text messages, emails and other channels.
  • Ensure all required information is collected from the person sharing feedback/making a complaint.
  • Where feedback/complaints are received and recorded by others (such as staff or partners), ensure they are recorded in the database fully and correctly, working with them to build their understanding of the processes and standards required.
  • Respond to people sharing complaints and feedback, according to the guidelines set out in the organization complaints and feedback manual. This may include providing program information, expressing appreciation, explaining the follow up process and timelines, explaining actions taken by partner staff in response to their complaint, or other responses as outlined in the manual.
  • Ensure that sensitive complaints are escalated immediately, as per the guidelines in the organization complaints and feedback manual.
  1. Going to field to make sure the complaint system is function in the field.
  • Regular visiting to the field to collect the complaints from the compliant boxes and make sure all the system is function.
  • Supporting CRM Officer to enter the complaint to database.
  • Identify and follow-up any problems with processing and resolution of complaints with the CRM Officer.
  • Work with partner agencies to understand the complaints and feedback loop and identify appropriate responses.
  • Support the smooth operation of the feedback and complaints mechanism, including through communications activities
  • Communicate and disseminate complaints handling procedures, policies and tools as appropriate to beneficiaries, our staff, partner staff and other stakeholders.
  • Support the design and implementation of awareness campaigns about the complaints mechanism at community level.
  • Ensure complaints system is well marketed in the field and the process for providing complaints is clear to beneficiaries
  • Work with organization’s program teams to ensure that up-to-date programming & other relevant information is available to be shared with people who reach out for information through the feedback and complaints mechanism.

 

الجهة المعلنة: Confidential غير معلن

مقر العمل: Amuda 

كيفية التقدم للمنصب:

يرجى ارسال السيرة الذاتية على البريد الالكتروني التالي مع ضروة وضع اسم المسمى الوظيفي في عنوان الرسالة (خانة الموضوع):
care-nes@outlook.com
ملاحظة: معظم الجهات المعلنة لا تقبل التقدم للشواغر إلا بالطريقة الإلكترونية أعلاه.

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