Re-advertisement Community Feedback Mechanism Deputy Manager – Syria Idleb

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 (CFM) 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 is a mechanism for collecting and responding to community members’ requests for assistance, requests for information, positive or negative feedback, and minor and major complaints. In includes, but is not limited to, a Telegram channel, a hotline, community helpdesks, and in-person communications received by colleagues. The CFM Team promotes the CFM, responds to communications received through the CFM, and manages the data and reporting of communications received through the CFM. The global humanitarian sector has been increasingly investing in CFMs across all humanitarian responses. GOAL’s CFM system in Syria is one of the largest of these systems in the world, and handles over a quarter of a million communications every year.

The CFM Deputy Manager provides leadership to the CFM Team in order to ensure that all Team Leaders and Team Members are implementing the CFM according to GOAL guidelines and systems. The Deputy Manager plays a key role in ensuring that the CFM continues to operate smoothly despite consistent growth in the number of communications, as well as a key role in constantly improving the CFM system by identifying creative ways of responding to more communications, more effectively, and more quickly. The position will lead the CFM team in systematically collecting and acting upon beneficiary communications in the field 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. CFM Deputy Manager plays an essential role in ensuring that CFM system is effectively engaged in enhancing GOAL’s Accountability toward Affected Populations (AAP).

Duties, objectives and competencies

• Directly manage a Team of at least 25 people, including Team Leaders and Team Members, to provide guidance, professional development, and support as needed.

• Manage and coordinate the daily activity of CFM 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.
  • Ensuring the CFM Team follow-up with post-verification complaints.
  • Ensuring the CFM Team responds to frequently asked questions according to the approved script.
  • Ensuring that CFM key signs, posters, fliers and banners are available and up to date, so the program field team ensure their presence at distributions.

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

• Support creative efforts to improve CFM systems and procedures, in order to ensure that GOAL can handle more communications every year, and can respond to these communications faster and more effectively.

• Support the CFM Manager in ensuring that the CFM 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.

• Represent the CFM Team in meetings with external stakeholders, in order to ensure that stakeholders understand and support GOAL’s CFM efforts.

• Ensure efficient and accurate reporting on CFM activities in both English and Arabic.

• 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.
• One years at least experience working with local communities in northern Idleb.
• 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.
• 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.
• Good English language skills, reading, writing, speaking and listening.
• Previous experience working within GOAL.
• Knowledge and competency with PowerBi.
• Knowledge of and training in the Core Humanitarian Standards (CHS).