General Description of the Programme:
GOAL an International Humanitarian Organisation has had a presence in Turkey since 2013 and has been contributing to the migrant response since 2016 with a focus on responding to needs in health service delivery, social safety nets and the protection of vulnerable and marginalised migrants in southern Turkey.
GOAL has been working in Syria since 2013, responding to the acute needs of conflict-affected communities. GOAL is working in Idleb Governate, both through direct implementation and through partners, delivering food, non-food programming to highly vulnerable populations, and provision of Water, Sanitation and Hygiene (WASH) through support to Water units, as well as emergency support to recently displaced households.
GOAL has been working in North Aleppo Governate since 2019, through direct implementation and through partners, delivering food, non-food programming to highly vulnerable populations, as well as emergency support for recently displaced household.
GOAL has two projects (ECHO funded LINK and PRM funded GREEN) in Turkey, LINK program targets refugees from nomadic / semi-nomadic backgrounds and those engaged in seasonal agricultural labor. LINK has been designed to address and mitigate protection concerns of the vulnerable / marginalized refugees through provision of critical information and raising their awareness on their rights, obligations and services available in Turkey, by sensitization/advocacy (targeting key stakeholders and service providers, etc.) activities, and Individual Protection Assistance (IPA) services to enable highly vulnerable refugees to access to basic, social and protective services available under the provisions of Temporary and International Protection regulations in Turkey. On the other hand, Green program aims to improve socioeconomic inclusion, resilience and self-sufficiency of highly vulnerable/excluded women and girls from host and refugee communities (Syrians as well as those living in program locations under the international protection regulation) including nomadic communities and seasonal agriculture workers from both communities through integrated and market driven livelihood opportunities and protection services, including language courses and vocational skills training on greenhouse production and agriculture; case management (CM)/coaching services, establishment of a women cooperative, protection outreach, information provision and awareness raising; and provision of special needs and individual protection assistance services.
Working within the Accountability Department of GOAL Syria, the main function of the Community Feedback Mechanism (CFM) Officer, is to collect and respond to beneficiary feedback to improve GOAL’s accountability to community, the participatory nature of its programming, and to ensure that stakeholders feel heard. It helps to promote culture of accountability and ethics, an understanding of the necessity of accountability to affected population, processes and policies throughout GOAL and implication of unaccountability.
The Community Feedback Mechanism Officer will refer all communication received on a daily basis from communities and programme stakeholder, to be addressed and followed properly. The CFM officer will work closely with accountability coordinator to respond and coordinate findings to broaden organizational knowledge on community needs and project impact.
Duties, objectives and competencies
- Complaints Feedback Mechanism (CFM)
- Receive, analyze and segregate all communication received through the accountability channels established in Amman for serious complaints, which includes:
- Receiving CFM WhatsApp message
- Calling the CFM Hotline
- Responding on CFM Email
- Respond and refer all communication received at the CFM channels to the key focal person at each entity (investigation, programs or system)
- Work closely with Accountability Coordinator to define and organize information per entity.
- Follow up on serious complaints and feedback referrals with appropriate entities/sectors and respond to raised pending issues as needed.
- Work with the Accountability Coordinator to see that the CFM and the Whistleblowing procedures for serious cases are adapted to the context to ensure its access and availability to staff and project participants.
- Follow-up on pending complaints with relevant parties, to ensure the communicator receive a response on his communication.
- Disseminate key messages, including information about GOAL services, assistance and programmes, CFM channels etc. as requested by the line manager
- Social Media (Facebook, Telegram, Instagram) scanning activities for GOAL Syria’s complaints response and wrongdoing awareness activities
Referral and sharing allegation
- Work closely with the investigation officer to share allegation received at the CFM channels related to Serious Complaints, including entry and updates.
- Ensure that recommendation/action are well recorded and communicated with Accountability Coordinator to inform programming and address issues on time.
Reporting and report writing
- Report daily CFM activities to Accountability Coordinator, flag any issue pending or problem faced while acting upon the CFM channels.
- Ensure proper records and filing of accountability data such as serious complaints follow ups/referrals and management of data – schedules, outcomes, feedback database and documents.
- Compile and submit timely reports on a weekly, monthly or quarterly basis to Accountability coordinator when requested
- Work with accountability officer to tailor complaints and feedback reports templates according to the donor requirement, based on specifications provided by Accountability Coordinator
- Draft monthly and quarterly reports for donors on areas of Community Feedback Mechanism (CFM) as requested.
- Draft quarterly reports for GOAL HQ on performance of Community Feedback Mechanism (CFM).
Carry out additional responsibilities as assigned by the AccountabilityCoordinator
- Degree level qualification in – Social, Humanities, Human Rights, business administration or other relevant fields.
- Minimum of two year’s work experience in customer relation including handling feedback and complaints system.
- 4 years of experience substantial in customer relation, this includes acting upon feedback and complaints system. Note this will be seen as worth of a degree level qualification.
- Good listener and patient.
- Exceptional talent for handling sensitive information shared by beneficiaries.
- Demonstrated ability to handle remote communication professionally and courteously.
- Demonstrated experience with data analysis and presentation tools and programmes (Microsoft Office Powerpoint, Excel, PowerBI).
- Demonstrated experience with social media platform (Facebook, WhatsApp, Telegram, Instagram etc.)
- Passionate, with excellent communication and interpersonal skills
- Fluency in Arabic
- Strong English written and oral competency.
- Jordanian Nationals only will be considered.
- Knowledge of liaising internal departments in order to clarify and gather information to respond to beneficiaries’ inquiries
- Good understanding of Child Protection and Gender issues – specifically but not exclusively in the Syrian context would be an advantage.
- Commitment to beneficiary accountability, humanitarian ethics, child protection and gender.
- Very good understanding of accountability standards, principles and mechanisms.
- Previous experience working in the INGO or humanitarian sector and understanding of the context of NW Syria.
Please note that GOAL does not charge a fee of any kind or any other financial obligation at any stage of its recruitment process (application, interview, processing, training, induction) or other fees, or request information on applicants’ bank accounts. GOAL does not work with intermediary institutions and individuals or employment agencies during the recruitment process. If any fee or payment requested from you at the application or any stage of the recruitment process, please inform [email protected] with the details immediately.
“يرجى ملاحظة أن منظمة جول GOAL لا تفرض أي رسوم من أي نوع أو أي التزام مالي آخر في أي مرحلة من مراحل عملية التوظيف (الطلب ، المقابلة ، المعالجة ، التدريب ، التعريف) أو رسوم أخرى ، و لا تطالب بأي معلومات عن الحسابات المصرفية البنكيه للمتقدمين على الشواغر. لا تعمل جول GOAL مع المؤسسات الوسيطة والأفراد أو وكالات التوظيف أثناء عملية التوظيف. في حالة طلب أي رسوم أو مستحقات منك خلال عملة التقديم على الوظائف الشاغره أو في أي مرحلة من مراحل عملية التوظيف ، يرجى إلابلاغ عن طريق ارسال رساله الكترونيه الى [email protected] و الافصاح عن جميع بالتفاصيل على الفور.
General terms and conditions
Children and vulnerable adults a must be safeguarded to the maximum possible extent from deliberate or inadvertent actions and failings that place them at risk of abuse, sexual exploitation, injury and any other harm. One of the ways that GOAL shows this on-going commitment to safeguarding is to include rigorous background and reference checks in the selection process for all candidates.
Accountability within GOAL
Alongside our safeguarding policy, GOAL is an equal opportunities employer and has a set of integrity policies. Any candidate offered a job with GOAL will be expected to adhere to the following key areas of accountability:
- Comply with GOAL’s policies and procedures with respect to safeguarding, Code of Conduct, health and safety, data protection and confidentiality, do no harm principles and unacceptable behaviour protocols.
- Report any concerns about the welfare of a child or vulnerable adult or any wrongdoings within our programming area.
- Report any concerns about inappropriate behaviour of a GOAL staff or partner.
This Job Description only serves as a guide for the position available. GOAL reserves the right to change this document. Any published closing dates are estimated. Due to the nature of GOAL’s work we aim to fill vacancies as quickly as possible. This means that we will close adverts as soon as we have found the right candidate and this may be before the published closing date. We would therefore advise interested applicants to submit an application as early as possible.
How to apply
Interested? Then apply for this position via clicking on the “apply now” button and fill out the application form. All applicants must send a cover letter and an updated CV (no longer than four pages). Both must be in English. Please note that only shortlisted candidates will be contacted. Qualified female candidates are strongly encouraged to apply.
Application deadline is 19 April 2021.