**This role is open to Female Candidates only**

Generic responsibilities

1. Adhere to NRC policies, tools, handbooks and guidelines
2. Assist with the implementation of the support function portfolio according to plan of action
3. Prepare and develop status reports as required by management
4. Ensure proper filing of documents
5. Promote and share ideas for improvement of the support function

Specific responsibilities 

General

• Handle complaint hotlines
• Prepare and submit reports and analyses.
• Coordinate with relevant accountability staff at Area Office (AO) level.
• Answer/listen, process, and respond to complaints and guide beneficiaries that seek help through NRC hotlines.
• Responsible for timely resolution of complaints as per NRC’s standard CFM standard operating procedures (SOPs).
• Other activities agreed upon and discussed with the line manager.

Complaint management

• Receive complaints and make a daily data entry for all the data collected through the hotlines or other channels.
• Ensure that all received complaints are registered and recorded in the complaint registration database according to the provided SOPs.
• Ensure that all complaints are managed, compiled and, if needed, forwarded to relevant accountability staff members as per CFM SOPs.
• Ensure the confidentiality of complaints data is respected, and this information is not shared with any irrelevant staff members or external persons/ organizations.
• Providing timely responses to the complainant on their complaints or feedback received through hotlines.
• Ensure a proper filing system for all the complaints and feedback taken through the help of hotlines and other channels with filing project codes and complaints categories with the help of AO accountability staff.
• Share the weekly compiled complaints database with the M&E coordinator to be shared with M&E AOs for program responses.
• Maintain the storage data safe while transferring the data from offline to the online master sheet.

Critical interfaces

By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are:

• Project planning: M&E Coordinator-Accountability
• Area operations: M&E Coordinator-Accountability, accountability staff at Area Office (AO) level

Scale and scope of position:

Staff:                                             N/A

Stakeholders:                              NRC Staff, Community members

Information:                                NRC online tools, NRC M&E Reporting system, Agresso, SharePoint, OneDrive

Legal/Compliance:                     Must adhere to NRC internal and donor compliance requirements.

Competencies 

Competencies are important for the employee and the organization to deliver desired results. They are relevant for all staff and are divided into the following two categories:

1.Professional competencies:

These are skills, knowledge and experience that are important for effective performance.

Generic professional competencies

• At least 1 year of experience in an NGO preferably in beneficiary reception and/or counselling, community feedback, or customer service department.
• Good interpersonal skills and ability to collaborate with multiple stakeholders, mainly communities effectively.
• Computer skills, including MS Office (Word, Excel, and PowerPoint) are essential.
• Able to speak and understand English.
• Bachelor’s degree

Context/ Specific skills, knowledge and experience: 

• Ability to receive and handle confidential and sensitive information (highly approachable, trustworthy, and confidential).
• Able to speak and understand English, Arabic & Kurdish.

Additional Information 

Contract Duration: until 31st December 2023 – renewable based on funding and performance
Duty Station: Erbil – Iraq
Health Insurance is provided
Salary: G3/S1, According to NRC’s Iraq salary scale and terms and conditions.
**This role is open to Female Candidates only**Female candidates are strongly encouraged to apply

NRC is committed to our localisation strategy including with respect to our workforce in Iraq, whenever possible NRC will recruit new staff from the local area of the programme operations.

NRC will endeavour to hire staff that together represent the balance of diversity in the governorate of operations.  

We highly encourage you to learn more about the role: please review the M&E Assistant-Accountability-JD.docx

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