مطلوب مساعد آلية الملاحظات والشكاوى والاستجابة

الوصف الوظيفي:
The Feedback, complaints, and Response Mechanism- FCRM Assistant will act as the focal point for all activities related to FCRM under the supervision of the Area Manager and technical support of the MEAL Coordinator. FCRM activities include managing complaints and feedback, raising awareness on available FCRM platforms, managing the help desk at distribution sites, and conducting FGDs and KIIs with the community to solicit their feedback.

Responsibilities:
Support the MEAL department to establish and implement the Feedback and Complaints Response Mechanism (FCRM) for OPT (including West Bank and Gaza), to ensure that complaints and feedback received from project stakeholders is appropriately responded to, addressed, and used for future lessons learnt.
Act as the focal point for receiving feedback and complaints for OPT and managing available FCRM channels.
Review complaints and feedback received through the FCRM channels and maintain confidential and detailed records of all complaints in the FCRM database and other electronic and hard copy filing systems, as appropriate.
Assess the appropriate processes for addressing each complaint, share feedback with relevant personnel, and make recommendations to the MEAL Manager/Area Manager to improve internal processes and systems, where applicable.
Follow up on pending complaints with the relevant internal stakeholders until the complaint is resolved.
Conduct awareness raising activities on WHH’s FCRM system; this includes, but is not limited to, actively securing feedback through community sessions/FGDs/KIIs, and awareness raising sessions at distributions/onsite.
Support volunteers by running the helpdesk during distributions and, when applicable, collect and record stakeholders’ feedback and complaints.
Train staff/volunteers on beneficiary accountability and FCRM systems, to ensure staff/volunteers can accurately explain the system to project stakeholders
Support partner organizations in strengthening their FCRM systems by providing relevant tools and guidance and capacity building sessions.
Support with a trends analysis of the complaints and feedback received to help improve programming and the accountability system.
Share monthly reports and conduct regular team meetings to share and discuss the feedback and complaints received and come up with recommendations and ways forward.
Perform any other related activity as assigned by the supervisor.
متطلبات الوظيفة:
Bachelor’s degree in related fields such as social science and humanities
At least 1 year of experience in FCRM
Proficient in Arabic and English
Very good listening, interpersonal, communication, and networking skills and able to liaise with others
Experience in the humanitarian field
Good computer skills and proficiency in MS office package
تفاصيل الوظيفة:
المسمى الوظيفي: Feedback, Complaint & Response Mechanism Assistant
آخر موعد للتقديم: 11.12.2025.
المكان: رام الله والبيرة
طبيعة العمل: مكتبي أو ميداني (مقر العمل)
نوع الوظيفة: العقود والاستشارات
المستوى المهني: مستوى مساعد
الدرجة العلمية: البكالوريوس
الخبرة: سنة
التصنيف: العلوم الاجتماعية والدراسات المجتمعية
آلية التقديم:
Please send your application via our online recruiting system using this https://career5.successfactors.eu/sfcareer/jobreqcareerpvt?jobId=13907&company=WelthungerP&st=6147F32ED75008BA49CDF243475EC6943B826CA4 . The deadline to receive applications is (December 11, 2025).

Welthungerhilfe is committed to fighting terrorism in all its activities. Accordingly, any person engaging with WHH will be screened against lists of known and suspected terrorists.