CRM (Accountability) Assistant

ORGANIZATIONAL DESCRIPTION:

The Syrian Association for Relief and Development (SARD) is a humanitarian non-profit agency That provides emergency relief, rehabilitation, development assistance, and program services to vulnerable communities in Syria and Turkey. SARD is soleil dedicated to ending Human suffering and is non-political and non-sectarian in its mission.

Since 2013, the SARD has been providing food and non-Food aid to the displaced Syrian population in Northwest Syria and after the earthquake started activities in Turkey. SARD team serves in the border areas of north-western Syria and affected area in Turkey. The coverage area is located between south of Bab Al-Hawa – the border crossing point – and the western provinces of Aleppo and northern Idlib city. The area accommodates more than 200 settlements of self-managed IDP camps in rural areas along the Turkish border, as well as several collective shelters self-settlement and displaced settlements in villages and peri-urban areas.

MAIN RESPONSIBILITIES AND TASKS:

The Complaint Response Mechanism (Accountability) Assistant is responsible for ensuring that complaints are handled in a professional, timely, and effective manner, and that the complaint response system is functioning efficiently to meet the needs of beneficiaries and stakeholders.

Under the direct supervision of the MEAL Coordinator, the CRM assistant will:

• Participate in the sensitization sessions prior to any activity on the complaint response mechanism is conducted.
• Receiving and registering complaints from beneficiaries, communities, and other stakeholders, ensuring that all complaints are properly recorded and categorized.
• Conduct awareness sessions about the complaint mechanism to the beneficiaries and the stakeholders.
• Distribute and publish the SARD CRM materials at the SARD areas of intervention.
• Participate in any investigation and follow-up regarding complaints and feedback raised by communities.
• Investigating complaints in a fair, transparent, and objective manner, gathering all necessary information and evidence to reach a conclusion.
• Developing and maintaining a database of complaints, ensuring that all complaints are properly recorded, categorized, and analyzed to identify trends and patterns.
• Ensuring that all complaints are handled in a confidential and sensitive manner, with due regard for the rights and dignity of complainants.
• Prepare CRM reports in a regular basis.
• Assist the field teams during the visits when needed.
• Any other tasks assigned by the MEAL Coordinator.

Code of Conduct

• Ensure that all CRM activities are conducted in full respect to the humanitarian principles.
• Conduct himself/herself both professionally and personally as per SARD’s code of conduct.

ED QUALIFICATIONS AND COMPETENCIES:

• Minimum BA degree in social sciences, research, development studies or other related studies.
• Knowledge data collection process, complaint mechanism and data management
• Minimum 1 years of work experience in M&E or accountability (desirable)
• Experience in emergency work (desirable)
• Self-motivation and strong team spirit
• Good communication and inter-personal skills
• Experience using data collection tools Kobo/ODK (desirable)
• Ability to speak, read and write in Turkish and (English, Arabic) desirable.

Projcet: 6 Month
Location : Adıyaman with regular travel to Mersin when needed