CRM Assistant

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

1.1          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;

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

1.3          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;

1.4          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

1.7          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.

1.8          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.

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

1.10        Ensure the confidentiality of complaints data is respected;

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

1.12        Ensure gender and equality  are mainstreamed in the CRM activities;

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

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

Other:

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

3              Contribute to ongoing security management and planning as necessary.

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

5              Undertake other related duties as may reasonably be assigned by the MEAL Manager or Concern Management

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, all staff are required to actively participate in the response, regardless of location, and contribute to the efforts aimed at achieving the humanitarian objective of the organization

Essential:

• Diploma in Social Sciences, Development studies, or other relevant discipline
• 1 year of experience implementing CRM or Safeguarding  in humanitarian, recovery or development context
• Experience and demonstrable skills in working with communities in Lebanon
• Ability to transfer knowledge to diverse audience through training, mentoring, coaching
• Computer skills in MS Office (Excel, Word, Power-point, Outlook, Access)
• Good oral and written English skills
• 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.