CFM and Outreach Deputy Manager – Syria / Northern Aleppo

General Description of the Programme:

GOAL has been working in Syria since 2013, responding to the acute needs of conflict-affected communities. GOAL is working in Idleb Governate, both through direct implementation and through partners, delivering food, non-food programming to highly vulnerable populations, and provision of Water, Sanitation and Hygiene (WASH) through support to Water units, as well as emergency support to recently displaced households.

GOAL has been working in North Aleppo Governate since 2019, through direct implementation and through partners, delivering food, non-food programming to highly vulnerable populations, as well as emergency support for recently displaced household.

Job purpose:

The Community Feedback Mechanism and outreach Team is a key part of the larger Accountability Team. The Accountability Team helps GOAL Syria to inform beneficiaries of their rights and entitlements related to GOAL’s programs, to systematically collect and respond to beneficiary feedback, to enable accountability to the community, to improve the participatory nature of its programming, and to ensure that stakeholders feel heard. It helps to promote a culture of accountability and ethics and an understanding of the necessity of accountability to affected populations in GOAL’s policies and practices.

The CFM and Outreach Deputy Manager provides leadership in the implementation of CFM and outreach activities as guided by GOAL guidelines and systems. The position will supervise and guide the team and will coordinate Team Leaders’ activities, reporting efforts, and weekly planning to improve GOAL’s accountability to local stakeholders, to enhance participatory nature of its programming, and to ensure that stakeholders feel heard in the field. The Deputy Manager supports the Accountability Manager in ensuring that accountability outcomes are achieved through effective community engagement that promotes accountability and responds to the need of the affected community.

Duties, objectives and competencies

• Directly manage the CFM and Outreach Team Leaders, providing guidance, professional development, and support as needed.

• Manage and coordinate the daily activity of CFM and Outreach Teams, which may include:

  • Ensuring that CFM Teams maintain the complaints database and referral system of GOAL, including proper reception, logging referral and follow up cases appropriately with relevant sectors according to standard procedure.
  • Following-up with post-verification complaints.
  • Responding to frequently asked questions according to the approved script.
• • Disseminating key messages in the field, including information about GOAL services, assistance and project assistance, and CFM channels.
    – Carrying out consultation activities at the community level aiming to gather communities’ feedback to promote participation in GOAL programmes as needed.
    – Listening to, answering, processing and responding to beneficiaries’ communications during outreach activities.

• Ensure proper procedures and processes for CFM and Outreach field work are followed and maintained.

• Support the Accountability Manager in ensuring that CFM and Outreach Team’s efforts are aligned with and support the goals of the larger Accountability Team.

• Directly implement and respond to communications received through CFM channels that are not location specific.

• Guide Outreach Team Leaders in proactively identifying opportunities to reach specific marginalised members of communities (including persons with a disability, women, children and elderly) and facilitate their engagement with the CFM.

• Ensure all reports received from Team Leaders are properly documented and circulated for relevant parties.

• Identify serious complaints and report them directly through the appropriate response mechanism, in a confidential and discreet manner.

• Carry out additional responsibilities as assigned by your line manager.

Requirements (essential)

• University degree from a recognized University.
• Five years at least experience working in humanitarian field.
• Three years at least experience leading a team.
• Previous experience managing teams and activities.
• Two years at least experience working with local communities in northern Aleppo.
• One years at least experience in supporting effective communication with marginalized and vulnerable communities (including women, children, persons with disability, the elderly, and marginalized groups).
• Demonstrated experience at capacity building and training others on new concepts or tasks.
• Experience working with multiple stakeholders, and people from multiple teams.
• Strong understanding of the humanitarian principles and the “Accountability towards Affected population” (AAP)
• Demonstrates creative thinking and innovation.
• Demonstrates problem solving skills, and can work in a team to develop innovative ideas together.
• Strong computer skills including Microsoft Office (including Word, Excel, Outlook).
• Demonstrated emotional maturity and ability to stay calm under pressure.
• Good analytical skills.
• Good reporting skills / English and Arabic.
• Native Arabic speaker.

In addition to the above, the Complaints and Response Mechanism Deputy Manager is required to abide by and uphold the Core Humanitarian Standards in the execution of his/her duties.

Requirements (desired)

• MA degree is an advantage.
• Strong experience in database management.
• Skills and familiarity with CommCare, Kobo, iFormBuilder, or other data collection platforms.
• Fluency in English.
• Previous experience working within GOAL.
• Knowledge and competency with PowerBi.
• Knowledge of and training in the Core Humanitarian Standards (CHS)
• Have knowledge of Kurdish language.