Complaints Response Mechanism (CRM) Assistant - Temporary Vacancy

Job Purpose:

Under the supervision of the Program Quality and Accountability Officer and the support of the Program Quality Coordinator, the CRM Assistant will support the implementation of CRM systems and processes for Concern’s programmes in Lebanon to ensure complaints and feedback mechanisms are in place and used to promote programmes accountability, learning and improvement. The jobholder will lead the implementation of the Complaints and Feedback mechanism tools and ensure that complaints are gathered and responded to in less than 14 days in Concern’s programmes in Lebanon and as Concern SOPs and producers. In a timely manner, the CRM Assistant will support the Program Quality Unit in collecting and analysing data in relation to the quality of programme activities and provide informed and independent observations. S/he will also support the efforts to improve safeguarding initiatives for Concern staff and adapt the CRM as appropriate.

Main duties & Responsibilities:

Strengthen Concern’s Complaint and Response Mechanism in Lebanon :

With the support of the Program Quality and Accountability Officer, conduct awareness sessions and training on CRM for Concern staff and the beneficiaries of Concern’s programmes in Lebanon;

Providing useful and constructive information to target communities about Concern’s programmes and the communities’ entitlements and responsibilities;

Assist in leading 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 operationalize 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, recording or responding to questions or providing referrals and responses as appropriate. While ensuring accurate recording of all the data related to the callers in the hotline database and understand Concern programs/projects. 

Ensure availability and accessibility of CRM tools and forms for adequate capturing and recording of complaints by programme participants;

With the support of the Program Quality and Accountability Officer, develop new CRM tools and channels for adults or children that enrich the CRM Mechanism.

Work closely with the Program Quality and Accountability Officer to ensure that all the CRM channels are operational at all times and complaints are correctly classified and forwarded for action or response.

Enter complaints received into the database correctly and generated monthly reports;

Ensure the confidentiality of complaints data is respected;

Follow up on complaints received and ensure that responses are available to complainants within 14 days

Ensure gender and equality  are mainstreamed in the CRM activities;

Conduct regular field visits to support the implementation of CRM in programme areas and communicate any issues that arise.

To raise awareness of the Protection from Sexual Exploitation and Abuse (PSEA) and safeguarding policies to project beneficiaries.

Additional:

Be aware of, understand and comply with all of Concern’s policies and procedures (Concern’s safeguarding policies, finance, logistics, HR, security management etc.).

Contribute to ongoing security management and planning as necessary.

Actively participate in any emergency response if called upon to do so (within the existing programme area or in a new one).

Undertake other related duties as may reasonably be assigned by the PQAO, PQC or Concern Management.

Work Ethic:

Adhere to the standards of conduct outlined in the Programme Participant Protection Policy and Concern’s Code of Conduct;

Support the promotion of the standards outlined in the Programme Participant Protection Policy and Concern Code of Conduct to the team and the beneficiaries, and be committed to providing a safe working environment;

Respect confidentiality and follow ethical guidelines

Other:

The tasks of this position are not limited to what is mentioned in this job description, additional tasks can be requested as per the programmatic needs

Person specification:

Essential:

Education: Diploma in Social Sciences, Development studies, or other relevant discipline

Experience: At least one year of experience implementing CRM or Safeguarding activities in humanitarian, recovery or development context

Skills:

• Computer skills in MS Office (Excel, Word, Power-point, Outlook, Access)
• Good oral and written English skills
• Experience and demonstrable skills in working with vulnerable communities in Lebanon
• Ability to transfer knowledge to diverse audience through training, mentoring, coaching
• Excellent communication skills 
• Being a good listener 
• Innovative and has the ability to come up with new ideas 
• Self-disciplined, high level of integrity, honesty and respect for diversity
• Ethical, focused on treating complainants/ community with neutrality  and taking into consideration cultural sensitivity. 

Desirable:

Advance Certificate and/or short courses in CRM, Safe guarding, PSEA is an asset.

Job Location: 

Akkar & T5, with frequent travel visits to Mina and Beirut and other field locations

Emergency response:

Concern is committed to responding to emergencies efficiently and effectively to help affected people meet their basic needs, alleviate suffering and maintain their dignity. To this end, when emergencies strike and Lebanon Programme is to respond, you may be requested to actively participate in the response, regardless of location, and contribute to the efforts aimed at achieving the humanitarian objective of the organization.

Concern’s Core Competencies Requirements:

Managing yourself: aware of own abilities and areas for development, adapts and uses abilities to work well with others and help achieve Concern’s objectives

Individual Leadership: acts to inspire others by clearly articulating and demonstarting the values and principles that underpin concern’s work. Holds a sense of pride in Concern and loyalty to the organization. Supports others to achieve excellent results

Communication & Working with others: uses the most appropriate channel to share information with others both inside and outside Concern; adapts the message to meet the communication needs of the audience. Works effectively with others, gaining the most from people and situations

Delivering Results: Delivers on commitments, uses approprioate techniques to help achive agreed objectvies

Planning & Decision Making: systematically develops plans towards achieving objectives, makes clear, informed and timely decisions appropriate to the tole, in the interests of Concern and those we work with

Creativity & Innovation: Focused on continual improvement, seeks out, develops and successfully implements new ideas that further organizational priorities and the needs of those we work with, builds on proven approaches, evaluates and learns from ongoing work to improve it

Influence, advocacy, and networking: Engages with others inside and outside the organization to promote the interests of Concern and those we work with, gathers and shares a wider knowledge of issues relevant to Concern’s work

Change: Responds positively and constructively to change, managers to take part in change processes in a way that is appropriate to role in the organization

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.