Job Opportunity in Jordan at the International Rescue Committee as an Accountability Registrar

The International Rescue Committee is looking for an Accountability Registrar to join the team in Amman, Jordan for 2019. The Jordan Country program has a current budget of $50 million and operates in Northern and central Jordan, 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 Complaint Management Policy and regional standards. This Accountability registrar will assist the complaint manager in managing and strengthening the Jordan country programs’ feedback/complaint system and services. She/he is responsible to process incoming complaints and assists with administrative activities.

Major Responsibilities:

1. Assist in managing the feedback/complaint system and services.
2. Support the setting up, and operation of communication channels.
3. Support in awareness creation and dissemination about the complaint and feedback mechanism.
4. Assist in maintaining software to manage data in close coordination with the accountability team.
5. Assist orientation of general staff to feedback/complaints policy and procedure.
6. Administers processing of received clients’ communications and responses.
7. Handling the hotline channel on a daily basis.
8. Receiving, recording, classifying clients’ communications received through different communication channels and refer communications to programs;
9. Tracking with programs the progress and status of sent communications to meet the deadline for responding.
10. Receive responses from programs and responding back to clients.
11. Support in compiling statistics for analysis and reporting drafts on communications and feedback cases.

Qualifications:

1. Education: Relevant higher national diploma or university degree or other advanced technical support.
2. Work Experience: 0-1 years in monitoring and evaluation, and/or social services, with case management experience, customer service and interaction with beneficiaries strongly preferred
3. Experience in complaints and feedback mechanism systems.
4.  Excellent interpersonal and communication skills.
5. Working knowledge of monitoring and evaluation systems and tools.
6.  Demonstrated ability to effectively analyze, interpret and present data.
7.  Excellent writing and editing skills.
8.  Experienced user of MS Office (Word, Excel, Access, PowerPoint) and database management software; familiarity with mobile data collection preferred (such as ONA).
9.  Strong self-initiative, and ability to be flexible under pressure and lead team in a fast-paced environment.
10. Language Skills: English and Arabic.
11. Note: List of responsibilities, professional and personal skills are considered indicative and not exhaustive; actual duties may differ or change depending on office and agency priorities at the time.

Benefits:

Salary will be determined with the successful applicant.

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