World Vision International

Community Complaints Response Mechanism (CRM) Administrator

Job Description

PURPOSE OF POSITION

The purpose of this position is to oversee and ensure consistent systematic, processing and response to community feedback and complaints in World Vision Lebanon (WVL) Development and Humanitarian programs. The CRM Adminstrator, in collaboration with the rest of the Evidence, Learning and Accountability (ELA) team, is responsible to ensuring that all input from community and other stakeholders is channeled to the appropriate internal department, and meeting the donor requirements.

MAJOR RESPONSIBILITIES

% Time

Major Activities

End Results Expected

40

Answer/Listen, process and respond to complaints and guide beneficiaries that seek help through WV call center

All feedback from Community Response Mechanism (CRM) are attended to

30

Collect and analyze feedback received from different Community Response Mechanisms (CRM) based on the projects and programs and include them in the database

Feedback from the CRM is documented based on internal and donor standards

10

Generate timely reports based on sector and project’s needs, and ensure submission on a weekly and monthly basis to Senior ELA coordinator and to appropriate ELA coordinator

Good quality reports are completed on time and submitted to relevant ELA team members

12

Tailor CRM records according to the donor requirements in collaboration with relevant Program Officers

CRM records is aligned with donor and WVI requirements

10

Update information provision record on a monthly basis in collaboration with the senior ELA coordinator and Program Quality and Development (PQD) Department

Information provision record is up to date

3

Attend and participate in capacity building trainings locally and internationally

Attend and participate in WVL’s spiritual nurture and other organizational events

Responsible of own security and actively contribute to a positive security culture

Abide by the security policies and procedures and report any incidents or breaches to line manager and / or security manager

Perform other duties as assigned by the Line Manager

KNOWLEDGE, SKILLS AND ABILITIES

  • Diploma or University degree in a field related to social work.

  • Good coordination 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.

  • Computer literacy; Strong computer skills including Word, Excel, PowerPoint

  • Ability to integrate teams of professionals around common goals.

  • Required to have minimum 2 years driving license

  • Ability to communicate effectively with a wide range of audiences

  • 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 a relief setting with limited resources

  • At least one year experience in a similar job

  • Visit to field operations as necessary