Feedback Mechanism Assistant

Job Description

BACKGROUND

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people survive, recover and gain control of their future. The IRC is working to improve the safety, health, education, economic well-being, and power of people in crisis-affected places. IRC’s Economic Recovery and Development programming ensures that clients meet both their short- and long-term economic needs through sustainable and ethical programs such as, but not limited to, cash and voucher transfers, food security promotion, climate-smart agro-pastoral production and enterprise development and employment promotion.

More than 3.6 million people have fled across borders to seek safety in the 1st month since the escalation of conflict in Ukraine on February 24, 2022, and over 6.5 million Ukrainians are reported to be displaced. As the vast majority of the displaced are women, girls, and boys, this could become the worst humanitarian crisis Europe has seen in decades.

Between February 7-23, 2022, an IRC team undertook a scoping mission covering Poland and Ukraine to better understand the context, humanitarian and civil society landscape, and anticipated service gaps in the event of an escalation of conflict in Ukraine and consequent displacement into neighboring Poland. As of February 24th, the IRC has pivoted to emergency response, and has identified partner agencies in Ukraine and Poland to facilitate immediate assistance that can be used where it is most needed. Simultaneously, the IRC is establishing operations across Ukraine and Poland to complement partner response services either in breadth or scale.

This position will be based in Warsaw.

Key Working Relationships:

Position Reports to: MEAL Coordinator

Daily cooperation: Senior Feedback Mechanism Officer

External Clients: IRC Beneficiaries

Job Overview:

IRC collect feedback from clients, providing information, support, and solutions to claims, concerns, and needs they may have. For this purpose, IRC Poland has established feedback mechanism channels to provide an end-to-end case resolution. The feedback mechanism assistant will sit within the hotline team, where S/he will register incoming feedback via telephone, Viber, Telegram, WhatsApp, and SMS. The Feedback Mechanism Assistant will provide assistance to clients, registering their feedback and ensuring cases are handled in a timely and efficient manner. The feedback mechanism assistance will register, and store gathered feedback in internal databases and digital ticketing solutions.

Major Responsibilities:

• Case management

• Register feedback from different channels

• Ensuring feedback is categorized and entered in internal databases/ticketing digital platforms.

• Follow up on case management with the Senior Feedback Mechanism Officer.

Job Requirements (Including sector/industry):

• Bachelor’s degree or demonstrable relevant experience

• Experience managing client feedback

• Experience with communication platforms (telephone, Viber, Telegram, WhatsApp, SMS)

• Experience with ticketing online solutions (e.g., Zendesk)

Demonstrated Skills & Competencies:

• Interpersonal skills

• Communication skills

• Multitasking/ Balancing multiple priorities in a dynamic and highly demanding work environment.

• Capacity do deal with sensitive topics

• Must be a Ukrainian speaker; other languages are desirable (Polish/English language skills)

Must have the right to work in Poland.

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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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