PURPOSE OF POSITION
The purpose of this position is to oversee and ensure consistent systematic information, processing and response to Community Response Mechanism (CRM) in World Vision Lebanon programming
The position holder will work closely with the CRM administer to validate, respond and refer feedback received from the various feedback mechanisms established in World Vision Lebanon programming. They will be working closely with the Evidence, Learning and Accountability Coordinators to ensure adequate documentation and usage of data generated from the CRM.
End Results Expected
Ensure complaints are captured properly
Support Evidence, Learning and Accountability Manager in designing Accountability system for World Visions Lebanon (WVL)
Validate feedback and complaints received through different channels of CRM (specifically hotline), and ensure follow up and response on complaints
Handle the help desk for feedback and complaints during distribution activities as per donor requirements
Coordinate with Evidence, Learning and Accountability Coordinator and project staff for the development of information sharing material
Work closely with CRM Administrator to provide appropriate Q&As and feedback received from project team about referred complaints.
Accountability system is in place and functional in all Area Program of WVL
Coordinate with project team to provide technical support to follow up/respond on internal complaints and feedback referred during the project cycle
HA tools are in place
Through field activities or other appropriate channels
Respective programs information in place
Q&As are in place
Ensure Reporting and Networking
Compile and submit timely reports on a weekly basis and ensure coordination with ELA team members for accurate dissemination
Attend project and other NGOs meeting / training and jointly develop activity plans and take an updating notes about changes
Generate reports from the database.
Documentation of periodic reviews on accountability deliverables guided by HA indicators.
HA manager are provided with relevant HA information regularly.
share feedback with project team
Manage Staff Performance
Oversee the work of the Community Response mechanism (CRM) Administrator ensuring that the tasks are delivered properly.
Ensure optimization of subordinates’ potentials through coaching, on-the-job training, and capacity building
Effectively manage the performance of direct reports ensuring performance agreements, regular performance discussions, and annual appraisal are done.
Perform other duties as required
KNOWLEDGE, SKILLS AND ABILITIES
University degree in a field related to business administration, public health, social sciences….
Creative and able to come up, embrace and coordinate innovative thinking, and problem solving skills
Good analytical and writing skills
Good interpersonal skills and, abilities to work as a team.
Excellent organizational, analytical, and oral and written communication skills in English.
Strong computer skills including Word, Excel, PowerPoint
At least one year experience in a similar job.
Required to have minimum 2 years driving license
Personal Management including initiative, self-motivation and direction.
Ability to set priorities and undertake new tasks quickly
Ability to communicate effectively with a wide range of audiences
Willing to work at odd hours when necessary
Cross –cultural sensitivity, flexible worldview, emotional maturity and physical stamina.
Ability to work in and contribute to team building environment
Ability to maintain performance expectations in diverse cultural contexts, psychologically stressful environments and physical hardship conditions with limited resource
Position requires availability and willingness to visit implementation sites, attend meetings and Capacity Building.