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Background/IRC Summary: Founded in 1933, the International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. At work today in around 30 countries, the IRC restores safety, dignity and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.
The Syria crisis is often described as the worst humanitarian catastrophe since the end of the Cold War. Inside Syria, 7.6 people are internally displaced and 12.2 million are in need of humanitarian assistance. There are more than 4 million Syrian refugees living in neighboring countries. This is no short- term humanitarian episode. The devastating human consequences to huge numbers of people will endure for decades. The destruction of relationships, communities, livelihoods, homes and infrastructure will take years to repair. The IRC is offering a robust humanitarian response to the Syria crisis. With an annual budget in excess of $140 million and a rapidly expanding portfolio, supported by nearly 1300 staff, IRC’s Syria Response Region (SRR) is undertaking programs in Syria and neighboring countries of Jordan, Lebanon, Turkey and Iraq.
The Jordan Country program has a current budget of $50 million and operates in Northern Jordan and Southern Syria, providing assistance in primary health care, protection and economic and recovery interventions and working with a wide range of partners and sub-awardees. In accordance with humanitarian quality and accountability standards and the IRC global Strategic Plan 2015-2020, the country program has established a comprehensive feedback and complaint system to make its work more responsive to the clients and communities it serves. The system is managed and implemented according to the country program’s Complaint Management Policy and regional standards.
Job Overview/Summary:
This purpose of this position is to manage and strengthen the country program’s feedback/complaint system and services in compliance with organizational, regional, and country program policies and best practices. Position responsibilities include establishing and managing the operational framework; delivering feedback and complaint services; handling collection, analysis and presentation of data for decision-making; and developing individual and organizational knowledge. The position requires an active management style and the ability to forge strong working relationships across programming and operations units.
Major Responsibilities:
Lead development and maintenance of operational framework
Produce and maintain annual work plan and operating budget.
Incorporate protection safeguards, supervise implementation and take corrective measures.
Develop and revise job descriptions, terms of reference and other performance management documents.
Organize consultations with stakeholders to inform system design and implementation.
Implement the risk management plan in close coordination with country management, human resource and safety/security personnel on risk management.
Manage delivery of feedback/complaint services
Coordinate development and implementation of public information campaign and materials.
Manage set up and operation of communication channels.
Coordinate development and update of resource package to support complaint handling and referrals.
Supervise and assist staff and working groups to implement processes and procedures.
Follow up on and assist with case management progress and deadlines.
Facilitate internal and external referrals.
Manage data for decision-making
Develop and implement monitoring and evaluation plan, including data quality protocols and indicators.
Use and maintain software to manage data in close coordination with information technology staff.
Analyze and report on feedback/complaint data.
Produce presentations and special reports.
Lead knowledge development
Assist orientation of general staff to feedback/complaints policy and procedures.
Design and deliver trainings, provide technical assistance, and support other professional development.
Create and maintain electronic resource library.
Represent country program in internal/external forums.
Coordinate and collaborate with other organizations.
Job Details
| Date Posted: | 2016-06-19 |
| Job Location: | Amman, Jordan |
| Job Role: | Other |
| Company Industry: | Community/Social Services/and Nonprofit |
Preferred Candidate
| Career Level: | Management |
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