Assistant, Community-Based Feedback And Response Mechanisms (CBFRM)

The Community Based Feedback and Response Mechanisms (CBFRM) Assistant supports the Accountability and Effectiveness (A/E) team to ensure appropriate handling of community feedback and complaints. 

The CBFRM Assistant will be the primary person responsible for collecting/receiving, acknowledging and documenting feedback and complaints received through the country CBFRM channels. Additionally, this position will facilitate referrals to resolve, respond and close feedback received, and provide daily/weekly/monthly reporting on feedback and complaints and analysis on the utilization of various channels to their supervisor.  

To perform this job successfully, an individual must be able to perform each essential function with or without reasonable accommodation. 

MAIN TASKS AND RESPONSIBILITIES 

Policies, Guidance, and Procedures 

Support the Manager, Accountability and Effectiveness (A/E) and Officer, Accountability and Effectiveness (A/E) for reporting on AAP and Core Humanitarian Stand (CHS) commitments pertaining to the handling of community feedback and complaints. 

Contribute to the creation of a positive image and overall credibility of the organization, notably through the application of the International Medical Corps Code of Conduct and Ethics, humanitarian principles and the 9 CHS commitments. 

Community Based Feedback and Response Mechanism 

Receive/collect feedback regularly from field offices through established/new CBFRM channels (currently including feedback boxes, WhatsApp, email/phone hotline, help desks, etc.) and enter data promptly into the central CBFRM online database.  

Maintain and update the CBFRM online database, tracking all feedback and complaints from point of receipt through closure, within 30 days of receipt. 

Review, categorize, and refer feedback to relevant internal departments and external service providers. 

Enter data promptly and accurately into the CBFRM central database. 

Perform other duties as assigned. The duties and responsibilities listed in this document are representative of the nature and level of work assigned and not necessarily all inclusive. 

Job Requirements

MINIMUM QUALIFICATIONS 

Diploma in social sciences, public health, with experience or background in accountability to affected population, protection mainstreaming, and/or safeguarding. An equivalent combination of relevant education and experience may be substituted as appropriate. 

Minimum of 1+ years of applied experience with a humanitarian organization and or working with refugees/IDPs in humanitarian settings. 

Previous experience managing a hotline such as a lifeline or providing telephone customer service. 

Demonstrated basic knowledge of accountability or client/customer service processes. 

Demonstrated strong experience with database entry and management.  

Excellent understanding of the local context. 

Strong listening skills with demonstrated ability to effectively exchange information, concerns, solutions, and feedback with clients and concerned community members.  

Demonstrated empathy and patience skills, with genuine care and respect for the needs of vulnerable populations. 

The ability to work in a systematic and organized manner and be able to prioritize tasks efficiently to ensure that clients receive timely and accurate responses. 

Problem solving to quickly identify potential issues and come up with acceptable solutions, easily adjust to changing circumstances.   

Ability to collaborate and follow-up with colleagues and staff from different departments. 

Should be highly computer literate, with a good level of proficiency in data entry, and familiarity with Microsoft Office applications including Word, PowerPoint, Excel and Outlook. 

Effective communicator, active learner, team player, and able to work effectively with people from various groups and backgrounds.  

Local language and English proficiency (Speaking – Reading – Writing). 

Please note, for Lebanon-based roles, we are only able to accept applications from candidates who are eligible to work in Lebanon. Since the position is a national role, we are unable to progress applications that would require sponsorship

Code of Conduct

As applicable to this position, an individual must promote and encourage a culture of compliance and ethics throughout the organization and maintain a clear understanding of International Medical Corps’ and donor compliance and ethics standards and adheres to those standards. Staff are also responsible for preventing violations to our Code of Conduct and Ethics, which may involve Conflicts of Interest, Fraud, Corruption or Harassment. If you see, hear or are made aware of any violations to the Code of Conduct and Ethics or Safeguarding Policy, you have an obligation to report. If this is a supervisory position, one must set an example of ethical behavior through one’s own conduct and oversight of the work of others; ensure that those who report to you have sufficient knowledge and resources to follow the standards outlined in the Code of Conduct & Ethics; monitor compliance of the people you supervise; enforce the Code of Conduct & Ethics and International Medical Corps’ policies, including the Safeguarding Policy and the Protection from Harassment, Bullying and Sexual Misconduct in the Workplace Policy, consistently and fairly; support employees who in good faith raise questions or concerns.

Safeguarding

It is all staff shared responsibility and obligation to safeguard and protect populations with whom we work, including adults who may be particularly vulnerable and children. This includes safeguarding from the following conduct by our staff or partners: sexual exploitation and abuse; exploitation, neglect, or abuse of children or adults at risk; and any form of trafficking in persons.

Equal Opportunities

International Medical Corps is proud to provide equal employment opportunities to all employees and qualified applicants without regard to race, color, religion, sex, sexual orientation, national or ethnic origin, age, disability or status as a veteran.

Misconduct Disclosure Scheme

All offers of employment at International Medical Corps are subject to satisfactory references and background checks. International Medical Corps participates in the Inter-Agency Misconduct Disclosure Scheme from the Steering Committee for Humanitarian Response (SCHR). In accordance with this, we will request information from an applicant’s previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment. By submitting an application, the job applicant confirms his/her understanding of these recruitment procedures.