Feedback Mechanism Officer

ACF, an International NGO operating in Lebanon since 2006, is looking for a Feedback Mechanism Officer.  ACF offers a competitive salary package, a respectful and motivating working environment, trainings and promotion opportunities and is commited to core humanitarian values. Please visit : http://www.actioncontrelafaim.org/en for more information on the organisation. ACF is committed to the principles of non-discrimination and diversity and is particularly interested in receiving applications from a broad spectrum of qualified people. GENERAL RESPONSIBILITIES The Feedback Mechanism(FBM) Officer is responsible the overall day to day management of the ACF Lebanon Feedback Mechanism in coordination with the MEAL Coordinator and Monitoring and Evaluation (M&E) Managers/Supervisors in the Bases. The Feedback Mechanism Officer will oversee the processing and translation of all feedback / complaints received through the Mechanism and support the MEAL Coordinator in training and following up with the roll out of the mechanism on Base level. Additionally, the FBM Officer will support the MEAL Coordinator by providing weekly reporting on the receipt of feedback / complaints and assist in managing the mission’s feedback database.  SPECIFIC OBJECTIVES AND ACTIVITIES Objective 1: Support the rolling out of the FBM in the ACF Lebanon Mission Support the MEAL Coordinator in training ACF staff at Base level to raise awareness regarding the Feedback Mechanism Support the MEAL Coordinator in ensuring compliance and follow up of the FBM at Base Level Objective 2: Process Feedback / Complaints Received Monitor the receipt of feedback / complaints utilizing the four feedback mechanisms available within the mission (sms, email, complaints book, feedback mailbox) Translate all feedback / complaints received within the mission and share them with the MEAL Coordinator Ensure adequate management of the centralized feedback / complaints database in Coordination office Periodically check the filing of feedback / complaints at base level in order to ensure compliance with the ACF FBM standards and requirements Objective 3: Analyze the information and write monitoring report. Systematically review data consistency in compliance with data protection laws Provide MEAL Coordinator with weekly reports regarding the feedback / complaints received Support the MEAL Coordinator with the preparation of quarterly Gap detection and analysis Report possible problem or conflict during the activities PREVIOUS EXPERIENCE REQUIRED / DESIRABLE Required : Minimum Two years of experience in a related fieldwork. Desirable : minimum of  2 year in a similar position with NGO.  Required :Data entry and analysis Required : Elaboration of training material Required : Conducting training sessions Required : Reporting Experience working with confidential information is an asset. KNOWLEDGE, SKILLS, CAPABILITIES Initiative Availability/learning capacity Interpersonal qualities and diplomacy  Discretion, Able to keep confidential information Organized and rigorous  Very good computer skills (Word, Excel) Fluency in written and spoken English and Arabic is a must