Feedback and Complaints Officer (Bekaa) - FOR NATIONAL CANDIDATES ONLY

BACKGROUND:

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and is at work in over 40 countries. In response to the influx of Syrian refugees to Lebanon in mid-2012, IRC opened a country office and launched humanitarian assistance programming. IRC operates throughout Lebanon, with the main office in Beirut and field offices in Qobayat, Zahle, Tripoli, Tyre and Mount Lebanon. IRC’s programs assist Syrian refugees and vulnerable Lebanese in host communities across multiple sectors: education, economic recovery and development (ERD), protection rule of law, women's protection and empowerment, child protection, and early childhood development in close coordination with the Lebanese Government and broader Humanitarian Community.

JOB OVERVIEW/SUMMARY:

In its Global Strategic Plan 2015-2020, IRC commits to making its work more responsive to the clients and communities it serves. A client-responsive IRC means that programming decisions—what assistance to provide, to whom, when, where and how—are informed by client preferences, aspirations and expectations. As such, IRC Lebanon prioritized “Client Consultation” as part of its Good & Great standards for the year 2019, and included that in its strategic action plan. The IRC Middle East Regional Office has also established a Feedback and Response Mechanism (FARM) initiative and policy in which IRC Lebanon aspires to align with and harmonize.

The Feedback and Complaints Officer (FCO) will have the overall responsibility of collecting data through IRC’s feedback mechanism routes, ensuring the corresponding data is registered into the database, properly handled, and closed in a timely manner. The FCO will manage the hotline, face to face, feedback and complaints boxes, and other feedback sources to respond to and refer feedback received to the beneficiaries and appropriate stakeholders.

Responsibilities

Management of Hotline Number

• Answer all phone calls received at the Hotline number.
• Identify the profiles, needs, complaints, feedback, and expectations of the client/complainant.
• Record clear and accurate details of requests for information,  feedback, and complaints reported by the client/complainant. Process in accordance with internal protocol.
• Liaise with supervisors, other operators/FCOs, and program technical focal points to gather information and resolve issues reported by client/complainant.
• Where possible, provide immediate and relevant assistance to callers: accurate information and details about IRC services in the relevant location. Coordinate with Referrals Officers in case of referrals to external agencies or internal units according to IRC’s referrals pathways.

Management of Face-to-Face Feedback

• Act as the focal point for face-to-face feedback received at IRC centers or any other site.
• Identify the profiles, needs, complaints, feedback and expectations of the client/complainant.
• Record clear and accurate details of requests for information, feedback, and complaints reported by the client/complainant. Process in accordance with internal protocol.
• Ensure that client/complainant is able to provide feedback in a confidential setting where they feel comfortable.
• Liaise with supervisors, other operators/FCOs, and program technical focal points to gather information and resolve issues reported by client/complainant.
• Where possible, provide immediate and relevant assistance to client/complainant; accurate information and details about IRC services in the relevant location. Coordinate with Referrals Officers in case of referrals to external agencies or internal units according to IRC’s referrals pathways.

Management of Feedback & Complaint Boxes

• Weekly checking of feedback and complaints boxes in all locations.
• Accurately record details of all feedback and complaints received through the boxes.
• Ensure that all feedback and complaints requiring a follow up, receive a response/phone call within 72 hours of receipt of submitting feedback through this mechanism.
• Liaise with supervisors, other operators/FCOs, and program technical focal pointsto gather information and resolve issues reported by client/complainant.
• Where possible, provide immediate and relevant assistance to client/complainant; accurate information and details about IRC services in the relevant location. Coordinate with Referrals Officers in case of referrals to external agencies or internal units according to IRC’s referrals pathways.

Key Working Relationships:

Position Reports to:  Accountability Manager

Position directly supervises: No one

Other Internal and/or external contacts:

Internal: IRC Staff such as FCOs, program staff, technical focal points, M&E staff, etc.

External: IRC Clients/beneficiaries and callers

JOB REQUIREMENTS:

• Bachelor degree in economics, social sciences, public health or business administration or equivalent
• 1-2 years of experience working in customer service role. Previous experience with an NGO desirable
• Ability to organize work, maintain composure when working under pressure, and multi-task effectively
• Strong communication skills in English and Arabic – fluency in English is a distinct advantage
• Team player with experience in a multi-cultural environment

• Full professional competency in Microsoft Office Suite, especially Word, Excel, Outlook, and PowerPoint.  
• Experience with mobile data collection (i.e ODK/ONA, KOBO, CommCare) and data management software is strongly preferred
• Willingness to work travel to all areas’ sites regularly.
• Demonstrate ethical and professional competencies by respecting client and caller confidentiality.
• Address needs and requests in a professional manner.
• Handling calls that can be distressful, ensuring that such calls are treated with the degree of empathy and understanding commensurate with the sensitivity of the call and the vulnerability of the caller.
• Report any incident or act that causes any harm to an IRC client or to others.

WORK ENVIRNOMENT:

Travel and other requirements: Position will be based at the Bekaa office with potential field visits to Beirut and Mount Lebanon.