The purpose of this position is to provide day to day assistance with delivering feedback/complaints services, under the supervision of Clients Responsiveness and Accountability (CRA) Senior Officer. Responsibilities include administrative handling of feedback and complaints, routine record keeping, and communication and coordination. The position requires the ability to work closely with Multidisciplinary team, answer and respond back call on IRC Channels during working hours and interact effectively with a wide variety of community members.

 

Major Responsibilities:

Handling Feedback/complaints processing.

Under the supervision of the Monitoring and Client Responsiveness Senior Officer, she/he may also collect feedback from clients through identified proactive channels received from MEAL staff (client surveys, FGDs, Community meetings, etc.) Record feedback and complains received on the reactive channels like, Hotline (Tollfree) calls, WhatsApp, Viber, suggestion box, Helpdesk into the CRA database management system (JIRA System) and ensure the referral of feedback as defined in the referral system. Process incoming complaints and assist with administrative activities. This includes responding to requests for information; receiving, recording, classifying and routing complaints for attention; tracking progress and status; and compiling basic statistics for analysis and daily reporting Support in the field-based channels such as the helpdesk services and the suggestion box data compilation when needed. Support in the information sharing campaigns by collecting client’s data and sharing with field staff (CRA) when needed. She/he must have a background on handling feedback and understand the languages of the clients Be very patience and thoughtful to the clients when receiving feedback or complain

 

Key Working Relationships:

Position Reports to:  Monitoring and Client Responsiveness Senior Officer

Position technically supervised by: Monitoring and Client Responsiveness Senior Officer
Position directly supervises:  N/A

Indirect Reporting: N/A

 

Other Internal and/or external contacts

Internal: Technical Program/Department focal points, MEAL Team

External:  IRC Partners, Other NGOs