Complaint Response Mechanism Officer

About the Job The Disaster Management Unit of the Lebanese Red Cross is looking for a complaint response mechanism (CRM) officer. In close cooperation with the accountability officer, the CRM Officer is responsible for the daily running of the DMU feedback and complaints hotline, ensuring that all calls are appropriately managed, documented and responded to, and that the information received via the hotline is fed back to program teams to influence their strategies and activities as needed.   Duties and Responsibilities: Management of the hotline system: Address the queries of callers to the DMU hotline while respecting ethical and professional behaviour in accordance with the Lebanese Red Cross policies, 7 principles, and HAP guidelines.    Provide accurate information related to the Lebanese Red Cross activities. Understand Disaster Management Unit programs/projects, as well as Lebanese Red Cross activities, in order to redirect internal cases to the right department or program.   Prioritize and solve calls received based on the standard operating procedures established within the Disaster Management Unit. In addition, identify urgent calls and complaints and report them directly to the concerned program/project within the Disaster Management Unit or other departments of the Lebanese Red Cross.    Ensure accurate recording of all the data related to the callers in the hotline data base. Reporting and Referrals: Submit internal, and accurate reports to the concerned programs/projects within the Disaster Management Unit. The reports will be submitted weekly, or daily according to the urgency of the call; include monthly recommendations, if needed, to projects/programs within the Disaster Management Unit based on the calls received. Accurately refer cases internally within the departments of the Lebanese Red Cross - with the support of the Q&A Officer - following the standard operating procedures set for the referral system within the Lebanese Red Cross.   Create and submit monthly dashboards specific to program/project calls, as well as, Disaster Management Unit calls. The dashboards should represent the numbers and types of calls received, numbers and types of referrals if any. The numbers should be segregated by area, and progress status of the call. Follow-up and receive weekly feedback, and case status progress related to the internal cases referred to the programs/projects within the Disaster Management Unit, and the departments of the Lebanese Red Cross. Ensure all documents and actions taken are documented, and feedback is given back to the caller.