Manage HA complaints and response mechanism system (CRM) and ensure the effectiveness of the CRM system for HA activities

in Syria.

• Follow up on outstanding beneficiary feedback with relevant departments and stakeholders.

• Ensure data collection, reporting, and follow-up on each complaint/feedback received.

• Monitor complaints, feedback received, and response/follow-up by developing and maintaining a systematic tracking mechanism.

• Support programming staff to ensure projects are implemented with the participation of all affected communities and information

exchange with affected communities.

• Plan and conduct training on accountability and capacity development for staff of HA facilities.

• Receive, process, and respond to beneficiary feedback and complaints and guide beneficiaries seeking assistance through the HA

Complaint and Feedback Mechanisms.

• Produce regular reports on accountability activities to support learning under conditions similar to help notes and to facilitate any

follow-up.

• Analyze trends of the complaints and feedback received to help improve programming.

Documenting lessons learned and recommendations.

• Ensure that the HA Accountability policy implements accountability activities and processes. Furthermore, support the MEAL

Coordinator in reviewing and updating the SOPs for accountability when needed.

• Ensure the effective functioning of HA’s CFM and that complaints/feedback are adequately captured, analyzed, addressed, and

responded to objectively and promptly.

• Maintain documentation of records; classified complaints should be in a secured database and periodically update data to produce

reports on a weekly and monthly basis to superiors.

• Perform any other related activities as assigned by superiors.

• Any other duties assigned by the line manager.

Expected Abilities

• Demonstrable understanding of issues related to direct aid and international development in the humanitarian context.

• Creative and adaptable working, prepared to travel to Field visits,

• Proven success in designing, implementing and operating Accountability systems from project initiation to close out

• Experience in strategic planning and performance management, including indicator selection, target setting, reporting, database

management, and developing Accountability plans

• Knowledge of the major methodologies (qualitative, quantitative, mixed method, and impact) and data collection and analysis

methodologies

• Ability to handle multiple tasks simultaneously in a fast-paced environment, set priorities, and meet deadlines

• Fluency in English; excellent written and oral communication skills, including facilitation and cross-cultural communication.

• Strong attention to detail, and organization. and time management skills

• Willingness and ability to travel independently domestically and internationally up to 70%

• Computer proficiency in Windows environment (Microsoft Word, Excel, PowerPoint) and proficiency in online research.