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Feedback and Complaints Officer


Position Title: Feedback and Complaints Officer


The Feedback and Complaints Officer is responsible to oversee and ensure consistent systematic receipt, processing and response to community feedback and complaints in the Syrian Refugee Response program that come through various feedback mechanisms such as hotlines, help desk, suggestion boxes, office visits, the aim is to increase the level of accountability by World Vision to the communities with whom we work.

The position holder will report to the Monitoring, Evaluation, Accountability and Learning (MEAL) Manager work closely with MEAL Officers to share the complaints and feedback data from field and register them centrally to analyze trends and generate reports. The position is essentially a champion for refugees’ needs and rights and in line with WV commitment to be accountable to the disaster affected people

Major Responsibilities:

  • Answer/Listen, process and respond to complaints and guide beneficiaries that seek help through WV hotlines and other CRMs.

  • Follow up on internal complaints and feedback referrals with appropriate offices and sectors and respond to raised pending issues

  • Attend sector and other NGOs meeting / training and jointly develop activity plans and take updating notes about changes.

  • Enter all complaints and feedback in the database and keep up to date records to generate reports anytime.

  • Ensure a proper filling system for all the complaints and feedback taken through the help lines / field visits with filling codes and types.

  • Collect the complaints and make a daily data entry for all the data collected through the help lines or field visits. Record the complaints and report it to the MEAL Manager and Project Managers.

  • Support beneficiaries through information sharing and relating to services provided by World Vision and partner organizations, upon request and refer beneficiaries per subject needs.

  • Conduct feedback sessions for the running projects based on the MEAL plan developed by MEAL Officers.

  • Share complaints and feedback -received through helpline- trends analysis quarterly and monthly reports with MEAL Manager and Project Managers.

  • Work closely with MEAL Manager and Officers in order to collect feedback from programs leads / project managers about referred complains to their respective sectors.

  • Carry out additional responsibilities and project’s tasks as assigned by the MEAL Manager.


BS Degree in business administration, social works or other relevant discipline is required


Minimum one year of experience in working in a relief or development NGO in a similar job.

Knowledge & Skills:

  • Understands and able to apply international standards in humanitarian protection and accountability (e.g. HAP, SPHERE, Red Cross Code of Conduct, etc)

  • Experience in collecting data through both qualitative and quantitative approaches.

  • Good working knowledge of statistical packages (Excel, etc.) is required

  • Good knowledge of ODK database/SMAP server.

  • Expert data handling skills (classification, categorizing, tabulation etc.) and demonstrates diligence in data management

  • Good knowledge of information presentation techniques (graphing, charting, tabling etc.) and interpreting them

  • Information dissemination skills is required

  • Good knowledge of and experience with humanitarian guidelines and principles.

  • Ability to work effectively under pressure

  • Organization, planning, and time management skills

  • Stays open to internal and external feedback

  • Good contextual knowledge of local community and social/cultural constraints, realities and organizational relationships

  • Ability to understand, explain and contextualize accountability tools.

  • High level communications skills

  • Ability to build positive relationships in a cross cultural environment

  • Excellent written English, with fluency in speaking Arabic and English

  • Ability to write very good quality reports in English is required

  • Preferred working knowledge of advanced statistical packages (SPSS etc.)

  • The position requires ability to attend and participate in capacity building opportunities, trainings and meetings locally and internationally as required by the organization

  • The position requires allocating 50% time for the field and 50% at office level.

  • Position requires willingness and ability to continue to function during a crisis, including during a World Vision response to a manmade or natural disaster.

  • The position requires availability and willingness to work outside regular office hours occasionally.