NRC (Norwegian Refugee Council)
Description
As a humanitarian organization, NRC must remain accountable to the affected population it serves. In particular, NRC seeks to regularly engage with affected communities and to ensure all feedback and complaints received are addressed, followed up, and utilized to enhance the office’s understanding of the consequences of its programming. To increase accountability and impact, NRC is strengthening existing mechanisms through establishing a centralized, transparent and widely communicated community, response and feedback mechanism (CRFM).
. General
- Answer/listen, process and respond to complaints and guide beneficiaries that seek help through NRC hotlines.
- Working closely with the AO accountability staff.
- Responsible for timely resolution of complaints as per NRC’s standard CFRM standard operating procedures (SOPs).
B. Complaint management
- Receive the complaints and make a daily data entry for all the data collected through the hotlines or other channels.
- Ensure that all received complaints are registered and recorded in the complaint registration database according to the provided SOPs.
- Ensure that all complaints are managed, compiled and, if needed, forwarded to relevant accountability staff member as per CFRM SOPs.
- Ensure the confidentiality of complaints data is respected, and this information is not shared with any irrelevant staff members or external persons/ organizations.
- Providing timely response to the complainant on their complaints or feedback received through hotlines.
- Ensure a proper filling system for all the complaints and feedback taken through the help of hotlines and other channels with filling project codes and complaints categories with the help of AO accountability staff.
- Share monthly compiled complaints database with CO – Accountability Officer for analysis.
Qualifications
- At least 1 year of experience in an NGO preferably in beneficiary reception and/or counselling, community feedback, or customer service department.
- Good interpersonal skills and ability to collaborate with multiple stakeholders, mainly communities effectively.
- Ability to receive and handle confidential and sensitive information (highly approachable, trustworthy and confidential).
- Computer skills, including MS Office (Word, Excel and powerpoint) are essential.
- Able to speak and understand English, Arabic & Kurdish.
Contract Duration: 10 Months
Duty Station: Erbil- Iraq
Health Insurance is provided
Salary: According to NRC’s Iraq salary scale and terms and conditions.
Female candidates are strongly encouraged to apply
NRC is an equal opportunity employer and aims to have staffing diversity in terms of age, gender, ethnicity, nationality, and physical ability.
For more information please read the Job description
Qualifications & Preferred Skills
Qualifications
- At least 1 year of experience in an NGO preferably in beneficiary reception and/or counselling, community feedback, or customer service department.
- Good interpersonal skills and ability to collaborate with multiple stakeholders, mainly communities effectively.
- Ability to receive and handle confidential and sensitive information (highly approachable, trustworthy and confidential).
- Computer skills, including MS Office (Word, Excel and powerpoint) are essential.
- Able to speak and understand English, Arabic & Kurdish.
How To Apply
Please click Here
Note : Closing date: 2022-03-15
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