Community Feedback Mechanism (CFM) Team Leader AZAZ – SYRIA

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.

Job purpose:

This job will help enable GOAL Syria to systematically 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 Team Leader will supervise and guide Community Feedback Mechanism Team Members to ensure all communication received on a daily basis from communities, are being addressed and followed properly. The CFM TL will work closely with Community Feedback Manager to respond and coordinate findings to broaden organizational knowledge on community needs and project impact.

Duties, objectives and competencies

• Lead, train and guide the team to ensure properly acting upon the CFM on a daily basis.
• Ensure that all communication including requests for information, request for assistance, complaints and feedback through a variety of CFM channels, which include:
• Community visiting GOAL office
• Community calling Hotline CFM
• Receiving WhatsApp messages form community
• Carrying Field visits toward community (as needed)
• Handle any communication handed by team member whenever requested by the community member.
• Answer, listen and process and respond to communication and guide beneficiary that seek help through the CFM which include:
• Support community who seek information relating to GOAL services, assistance, programmes and other GOAL related information.
• Analyze request for assistance through cross checking the request with the database (HHs status, CFM database, BNF database)
• Share all feedback and complaint to the team leader after validating and segregating information provided by complainant (programme, project, assistance etc.)
• Ensure an appropriate communication is being held by the team members through close monitoring for the conversation and interaction with community aiming for quality of work.
• Refer all communication received through the CFM to relevant parties for their kind follow up.
• Follow up with relevant parties on all referred communication ensuring it is being addressed and responded to, to feedback the communicator/complainant.
• Report daily activities to CFM manager
• Identify serious complaints and report them directly through the appropriate response mechanism, in a confidential and discreet manner.
• Ensure all communication are segregated, to be recorded properly in the CFM database as outline the in the CFM guideline.
• Ensure key message information are disseminated at the field, as requested by the manager; information about GOAL services, assistance and programmes, CFM channels etc.
• Communicate fairly, timely and accurate information with team members to guide them properly how to act upon the CFM.
• Flag any issue pending or problem that might be faced while working on the CFM or reported by the TM.
• Carry out additional responsibilities as assigned by your line manager.

In addition to the above, the Complaints and Response Team Leader is required to abide by and uphold the Humanitarian principles in the execution of his/her duties.

Requirements (essential)

• University experience (four years)
• Experience working in humanitarian field (three years)
• Previous experience supervising / leading team
• Good experience coordinating and/or liaising with community stakeholders
• Strong understanding of and commitment to ensuring data protection and confidentiality
• Demonstrated ability to stay calm under pressure
• Demonstrated assertiveness, excellent interpersonal and communication skills, ability to interact well with people of all backgrounds
• Problem solving and negotiation skills
• Detail oriented and strong clerical skills
• Native Arabic speaker
• Familiar with Tablets\Smartphone and computer applications
• Good knowledge using Microsoft office and power bi.
• Ability to travel to the field up to 25% of the time
• Prepared to work in an insecure environment

Requirements (desired)

• University degree.
• Prior experience working with NGOs working in North Syria response
• Prior experience in Complaints and Response.
• Experience working with multiple stakeholders, and people from multiple teams preferred
• Experience working in sales, teaching, law, customer services, or humanitarian work preferred
• English skills are preferred
• Good computer skills (Word, Excel)
• Experience leading teams or managing staff preferred

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 do not respond.

“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 عدم الاستجابه

General terms and conditions

Safeguarding

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 behavior 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 behavior 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.

Thank you.