Complaints Response Mechanism (CRM) Assistant

Responsibility 1: To strengthen Concern’s Complaint and Response Mechanism in Beirut:

• Conduct awareness sessions and training on CRM for Concern staff and the beneficiaries of Concern’s programmes in Beirut;
• Providing useful and constructive information to target communities about Concern’s programmes and the communities’ entitlements and responsibilities;
• Lead the adaptation of CRM channels to the context, to ensure that the CRM system is accessible to both staff and programme beneficiaries, and other stakeholders;
• Identify and operationalise multiple ways for programme participants to share their complaints with Concern, such as complaints boxes, phones, complaints desks during distributions, focus group discussions, etc;
• Operate the hotline number including taking calls from beneficiaries, record and or respond to questions or provide referrals and response as appropriate.
• Ensure availability and accessibility of CRM tools and forms for adequate capturing and recording of complaints by programme participants;
• Work closely with the Program quality and accountability officer to ensure that all the CRM channels are operational at all times, and complaints correctly classified and forwarded for action or response.
• Enter complaints received into the database correctly and generate monthly reports;
• Ensure the confidentiality of complaints data is respected;
• Follow up complaints received and ensure that responses are available to complainants within 14 days
• Ensure gender and equality mainstreamed in the CRM activities;
• On a monthly basis, share updates on the CRM, to the CRM committee, and flag any issues for their support or action;
• Conduct regular field visit to support implementation of CRM in programme areas and communicate any issues that arise.

Responsibility 2: To implement initiatives to strengthen safeguarding in Beirut:

• To raise awareness on the Code of Conduct and associated policies (namely the Programme Participant Protection Policy, Child Safeguarding Policy and Anti-Trafficking in Persons Policy), within Concern team, and externally with other programme participants
• To be aware of and support individuals who wish to make a complaint and signpost them to the appropriate complaints mechanisms.
• To ensure access to an up to date directory of services and referral mapping in Beirut

Responsibility 3: To lead the referral of cases in Beirut:

• Safely receive and refer cases to different sectors based on their needs.
• Follow up on referred cases status, and provide feedback to beneficiaries when appropriate
• Fill the referral database
• Provide monthly reports for the programme manager on referrals

Education/Training

• Diploma in Social Sciences, Development studies, or other relevant discipline
• Advance Certificate and/or short courses in CRM, Safe guarding, PSEA

Experience

• 1 year experience implementing CRM or Safeguarding  in humanitarian, recovery or development context
• Experience and demonstrable skills in working with communities in Beirut
• Experience and skill in information analysis
• Ability to transfer knowledge to diverse audience through training, mentoring, coaching

Technical Skills Required:

• Proficiency in database management
• Computer skills in MS Office (Excel, Word, Power-point, Outlook, Access)
• Excellent oral and written English skills
• Report writing skills

Competencies:

• Other language proficiency (spoken): Arabic and English
• Awareness of Safeguarding including, in particular, being sensitive to areas of sexual exploitation, abuse, harassment and trafficking of adults and children
• Demonstrate a person centred approach
• Commitment to Concern’s values such as equality, dignity and respect
• Maintains and understands the importance of confidentiality
• Network skills to build and utilise contacts and relationships
• Excellent communication skills 
• Self-disciplined , high level of intergrity,honesty and respect for diversity

Concern Code of Conduct and its Associated Policies

Concern has an organisational Code of Conduct (CCoC) with three Associated Policies; the Programme Participant Protection Policy (P4), the Child Safeguarding Policy and the Anti-Trafficking in Persons Policy. These have been developed to ensure the maximum protection of programme participants from exploitation, and to clarify the responsibilities of Concern staff, consultants, visitors to the programme and partner organisation, and the standards of behaviour expected of them. In this context, staff have a responsibility to the organisation to strive for, and maintain, the highest standards in the day-to-day conduct in their workplace in accordance with Concern’s core values and mission. Any candidate offered a job with Concern Worldwide will be expected to sign the Concern Staff Code of Conduct and Associated Policies as an appendix to their contract of employment. By signing the Concern Code of Conduct, candidates acknowledge that they have understood the content of both the Concern Code of Conduct and the Associated Policies and agree to conduct themselves in accordance with the provisions of these policies.