Cash Assistance Complaints Officer

Position Overview   With the guidance of the Cash Assistance Program Manager, the Cash Assistance Complaints Officer is responsible for day-to-day data recording of beneficaires’ complaints and feedback on cash assistance processes in line with IRC policies, procedures and donor requirements, as well as suggesting solutions to issues faced and feeding back to the beneficiaries till the case closure. This position also requires close working relationship with ERD Program Management, the Cash Programme Officer, the M&E team, and ERD Finance Officer.   Responsbilites: Take calls from beneficiaries, non-beneficiaries and other stakeholders asking questions on cash assistance or reporting feedbacks and issues Accurately record all information recorded during phone calls into the complaints log sheet and in close coordination with Cash Program Manager and the M&E Manager Provide an immediate answer to the caller, when possible, and in an accurate manner, and refer the caller to other actors as appropriate Manage the cases of complaints and issues,  by guaranteeing full confidentiality in order not to compromise possible further investigations from other team members or other IRC teams Follow up on all complaints with written responses (when needed) to both the beneficiary and the Cash Program Manager Provide summary reports and any relevant information for complaints or safeguarding requiring escalation [F1]  Assist the Cash Program Manager in compiling reports and memos to inform and document decisions on complaints/feedback management Contribute when needed, to meetings to identify areas of concern, make suggestions and offer appropriate solutions  Understand the needs of beneficiaries and support the delivery of required standards of care, knowledge Conduct field visits as such to: Investigate about a specific complain and suggest recommendations in response Periodically follow up on specific cases Distribute ATM card to a sick BF who exceptionally could not attend the distribution session organized by the program Coordinate all aspects of the service in relation to complaints, safeguarding and dignity concerns Offer support and advice to the beneficiary and communicate clearly the process followed to solve a certain complaint ensuring the beneficiary is safe and satisfied Follow up with Cash Program Manager to ensure the liaison with other IRC programs or other agencies for resolving concerns Constantly coordinating with the ERD Finance Officer to: Make sure all lost cards are deactivated/blocked and replaced to the beneficiary after instruction of the Program Manager, and all these cards are always recorded in an up to date manner in the ATM cards inventory   Participate in household vulnerability assessments to note any complaints related to the cash assistance process Participate in information sessions to note down specific complaints Participate in cash program staff meeting and trainings when needed Demonstrate the highest levels of integrity and respect in accordance with the IRC way Communicate clearly and respectfully with all beneficiaries Treat beneficiaries, non beneficiaries and other actors respectufully Respond to all email correspondence related to complaints in a timely manner General administration duties such as filing, archiving, photocopying when needed Conducting any other assigned tasks by relevant manager.   Education and Professional Requirements Minimum of 1 to 2 years of professionally responsible experience in  a relevant position preferably in an NGO. Bachelor’s degree in social sciences, public administration, communication. Computer literate with significant experience in excel. Effective communication skills, both written and verbal Fluency in English and Arabic Ability to prioritize among multiple tasks and make decisions. Team player. Ability to communicate with refugee groups Can work in stressful environment.