Feedback & Complaints Officer - Tripoli

Work Arrangement:

Job Description

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and is at work in over 40 countries. The IRC helps people whose lives and livelihoods are shattered by conflict and disaster to survive, recover, and gain control of their future. Founded in 1933 at the request of Albert Einstein, the IRC works with people forced to flee from war, conflict and disaster and the host communities that support them, as well as with those who remain within their homes and communities. The IRC restore safety, dignity and hope to millions who are uprooted and struggling to endure.

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, health, and early childhood development in close coordination with the Lebanese Government and broader Humanitarian Community.

Job Overview/Summary:

In its Global Strategic S100, IRC’s goal is to is to make its programs a model for the highest global standards. IRC will aim to deliver high-quality, client-centered, cost-effective programs—on their own and with local partners. IRC will combine the best available research with client driven insights. This is how it will reshape the way the world aids those in need. IRC want empowerment and lasting change to be the norm not just for the people they serve, but for all those who are caught in crisis—including the climate crisis. The IRC Middle East Regional Office has established a Client responsiveness Mechanism 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 boxes, and other feedback sources to respond to and refer feedback received to the appropriate stakeholders.

Responsibilities

Management of Hotline Number

- Answer all phone calls received at the Hotline number. - Identify the profiles, needs and expectations of the callers. - Record clear and accurate details of requests for information, client feedback, and complaints reported by the caller. Process in accordance with internal protocol. - Liaise with supervisors, other operators, and third parties to gather information and resolve issues reported by callers. - Where possible, provide immediate and relevant assistance to callers: accurate information and details about IRC services in the relevant location. This may include conducting referrals to external agencies, which are logged on the referral system and followed up according to IRC protocols. - Accurate recording of all calls and feedback received.

Management of Face-to-Face Feedback

- Act as focal point for face-to-face feedback received at IRC centers or any other site. - Identify the profiles, needs and expectations of the client/complainant. - Record clear and accurate details of requests for information, client feedback, and complaints reported by the client/complainant. Process in accordance with internal protocol. - Ensure that client/complaint is able to provide feedback in a confidential setting where they feel comfortable. - Liaise with supervisors, other operators, and third parties 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. This may include conducting referrals to external agencies, which are logged on the referral system and followed up according to IRC protocols. - Accurate recording face-to-face feedback received. - Conduct information sessions to raise awareness on IRC client responsiveness mechanism. - Produce and submit high quality reports on client responsiveness within the agreed timelines clearly demonstrating trends and key lessons learnt.

Management of Feedback & Complaint Boxes

- Weekly checking of feedback boxes. - Accurately record details of all feedback received through the boxes. - Ensure that all feedback requiring a follow up, receives a response/phone call within 72 hours of receipt of submitting feedback through this mechanism. - Liaise with supervisors, other operators, and third parties to gather information and resolve issues reported by callers.

Key Working Relationships:

- Position Reports to: Senior MEAL Manager And Accountability Lead - Position directly supervises: No one - Other Internal and/or external contacts: - Internal: IRC Staff - External: IRC Clients, and callers

Qualifications

Requirements

- 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.

Job Requirements:

- Bachelor degree in economics, social sciences, public 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 strongly preferred - Willingness to work travel to all areas’ sites regularly.

Travel and other requirements: Position will be based at Tripoli office with field visits to locations and centers in the North.

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.