Community Feedback Mechanism Deputy Manager

Job purpose:

The Community Feedback Mechanism (CFM) Team is a key part of the larger Accountability Team. The Accountability Team helps GOAL Syria to inform beneficiaries of their rights and entitlements related to GOAL’s programs, to systematically collect and respond to beneficiary feedback, to enable accountability to the community, to improve the participatory nature of its programming, and to ensure that stakeholders feel heard. It helps to promote a culture of accountability and ethics and an understanding of the necessity of accountability to affected populations in GOAL’s policies and practices.

The CFM is a mechanism for collecting and responding to community members’ requests for assistance, requests for information, positive or negative feedback, and minor and major complaints. In includes, but is not limited to, a Telegram channel, a hotline, community helpdesks, and in-person communications received by colleagues. The CFM Team promotes the CFM, responds to communications received through the CFM, and manages the data and reporting of communications received through the CFM.

The CFM Deputy Manager provides leadership in the implementation of CFM as guided by GOAL guidelines and systems. The position will lead the CFM team in systematically collecting and acting upon beneficiary communications in the field to improve GOAL’s accountability to local stakeholders, to enhance participatory nature of its programming, and to ensure that stakeholders feel heard in the field. The Deputy Manager supports the CFM Manager in ensuring that accountability outcomes are achieved through effective community engagement that promotes accountability and responds to the need of the affected community.

Duties, objectives and competencies

• Directly manage the CFM Team Leaders, providing guidance, professional development, and support as needed.
• Manage and coordinate the daily activity of CFM Teams, which may include:
  • Ensuring that CFM Teams maintain the complaints database and referral system of GOAL, including proper reception, logging referral and follow up cases appropriately with relevant sectors according to standard procedure.
  • Following-up with post-verification complaints.
  • Responding to frequently asked questions according to the approved script.
  • Ensuring that CFM key signs, posters, fliers and banners are available and up to date, so the program field team ensure their presence at distributions.
• Ensure proper procedures and processes for CFM field work are followed and maintained.
• Support the CFM Manager in ensuring that the Outreach Team’s efforts are aligned with and support the goals of the larger Accountability Team.
• Directly implement and respond to communications received through CFM channels that are not location specific.
• Ensure all reports received from Team Leaders are properly documented and circulated for relevant parties.
• Identify serious complaints and report them directly through the appropriate response mechanism, in a confidential and discreet manner.
• Carry out additional responsibilities as assigned by your line manager.

Requirements (essential)

• University degree from a recognized University.
• Five years at least experience working in humanitarian field.
• Three years at least experience leading a team.
• Previous experience managing teams and activities.
• One years at least experience working with local communities in northern Idleb.
• Demonstrated experience at capacity building and training others on new concepts or tasks.
• Experience working with multiple stakeholders, and people from multiple teams.
• Strong understanding of the humanitarian principles.
• Demonstrates creative thinking and innovation.
• Demonstrates problem solving skills, and can work in a team to develop innovative ideas together.
• Strong computer skills including Microsoft Office (including Word, Excel, Outlook).
• Demonstrated emotional maturity and ability to stay calm under pressure.
• Good analytical skills.
• Good reporting skills / English and Arabic.
• Native Arabic speaker.

In addition to the above, the Complaints and Response Mechanism Deputy Manager is required to abide by and uphold the Core Humanitarian Standards in the execution of his/her duties.

Requirements (desired)

• MA degree is an advantage.

• Strong experience in database management.
• Skills and familiarity with CommCare, Kobo, iFormBuilder, or other data collection platforms.

• Fluency in English.

• Previous experience working within GOAL.

• Knowledge and competency with PowerBi.
• Knowledge of and training in the Core Humanitarian Standards (CHS).

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