Complaints Assistant

Position Objective -          Ensure the setting and the management of CARE’s complaints mechanism -          Ensure that complaints mechanisms are in line with CARE’s accountability framework Who this position reports to The Complaints assistant reports to the Liaison and Reporting Officer and is part of the Accountability, Monitoring & Evaluation and Reporting (AMER) Unit Main responsibilities -          In charge of  managing CARE’s hotline and other feedback and complaints mechanisms -          In charge of following up complaints which require further investigating and documenting for a formal review and decision -          In charge of giving feedback to complainants once the review process is completed -          Support the AMER team in the development and improvement of complaints mechanisms to ensure accountability towards beneficiaries -          Participate in home visits as part of assessment teams and field visits to follow up on complaints -          Train volunteers, staff and partners CARE’s complaints and feedback mechanisms Requirement -          Bachelor Degree, Technical diploma or degree in social work -          At least one year of relevant experience in similar position (case management, social worker, outreach worker etc.) -          Good understanding of humanitarian principles and humanitarian processes, in particular humanitarian standards for assessments, monitoring and accountability. . -          Familiarity with the Lebanese humanitarian context and the Syrian crisis -          Knowledge and facility with standard office computer systems and software. -          Arabic : mother tongue ; English : Fluent Skills -          Team player -          Ability to work under pressure -          Ability to manage sensitive case and confidential information -          Demonstrate fairness and impartiality