Principal Job Duties

1. Key responsibilities: CFRM (80%)

• Conduct regular field visits to raise awareness on feedback mechanisms and distribute CFRM materials (cards, posters, banners).

• Preparing and submitting field visits report to Accountability Jr. officer. Highlighting the main issues encountered throughout the visit, with observations relevant to improvement of processes, in addition to communication and implementation of CFRM.

• Receive, categorize and record complaints via established CFRM channels and provide proper responses to complainants within the closure time for each category 

• Treat complainants with dignity, including sensitizing field staff on such principles.

• Ensure timely submission of collected feedback and complaints to the Accountability team.

• Follow up with beneficiaries on complaint outcomes and ensure feedback is provided respectfully and clearly.

• Support complaint data entry and verification, ensuring accuracy in the CFRM log.

• Sensitize PIN staff, partners, and vendors on accountability principles during Trainings and field activities.

  Facilitate and document awareness sessions for beneficiaries and other stakeholders on how to use PIN’s complaint and feedback mechanisms

• Share all received sensitive complaints to Accountability Manager and provide assistance in performing specific tasks related to administrative Investigations in case of suspicion of aid diversion, fraud, misconduct.

1. Other

• Other tasks assigned by employee’s Line Manager corresponding to actual needs of the mission, programs, and projects. 

• Substitute relevant colleagues (fully or partially) during their absence when assigned by employee’s Line Manager. 

• Understand and adhere to the mission’s National Staff Handbook, PIN Code of Conduct, PIN Key Policies and relevant guidelines. 

• Participate in one-to-one performance development reviews/appraisals and contribute to the identification of own development needs. 

• This Job Description is intended as a guide to the position and is subject to change at PIN’s discretion.

Principal Competencies Required:

1. Technical competencies

• Bachelor’s degree 

• Experience working for a humanitarian or development organization (1-2 years);

• Familiarity with the humanitarian context in Syria;

• Previous experience with Monitoring and Evaluation and Accountability Mechanisms 

• A good command of English and Arabic is a must 

• Good command on MS Office, Knowledge on other applications such as Kobo is desirable. 

   

   

1. Skills competencies such as behavioural, interpersonal and personal skills:

• Good communication skills

• Have High integrity and demonstrated ability to follow standards and policies

• Ability to handle all types of calls/problems in a non-judgmental manner

• Stress management and ability to meet deadlines

• Analytical and problem-solving skills are an asset.