Complaint & Feedback Monitor

[Duhok,Iraq ]

SWEDO is a Swedish non-profit, non-political, non-religious development aid organization that was founded in 1991 in Stockholm, Sweden. Having continuously operated in the Kurdistan Region ever since, SWEDO’s main priorities of work are construction and infrastructure activities, refugee and IDP initiatives, health, water, sanitation and hygiene, and capacity building.

Duties and Responsibilities:

• Implement day-to-day operation of the SWEDO Duhok Complaints, Suggestions, and Feedback Mechanism.
• Logging complaints and referring through relevant channels dependent upon nature and severity of complaint.
• Refer Persons of Concern to correct service providers as necessary, following the SOPs of referral pathway prescribed by Donor and partners.
• Create and maintain a good relationship with other actors in the area to support referral of cases and monitoring to ensure feedback loop is closed.
• Record and upload CFM cases to KOBO system according to the SOP and directives received from Accountability and Compliance Officer.
• Identify other Humanitarian actors in given locations and support the communication of available services and service providers to the community.
• Support the Outreach project, as well as other SWEDO Duhok teams, to ensure and promote accountability to affected populations and to ensure compliance with humanitarian protocols.
• Constantly review and ensure CSFM mechanisms, referral pathways meet the required threshold.
• Uphold SWEDO and UNHCR’s code of conduct, and ensure that all persons of concern are treated with dignity and respect, in accordance with humanitarian principles and human rights standards.
• Conduct the Service Mapping in the locations that the Outreach unit is active in, and update the service map quarterly according to the changes occur in the Service providers’ projects.
• Conduct PSN assistive devices need assessments on the household level, for the PSN PoCs and report the outcomes and the assessments to the accountability officer for further follow up action accordingly.
• Archiving the PSN assessment sheets that have been finalized and relevant documents, for future needs and use.
• Conduct other duties as assigned by Compliance and Accountability Officer.

SWEDO is a Swedish non-profit, non-political, non-religious development aid organization that was founded in 1991 in Stockholm, Sweden. Having continuously operated in the Kurdistan Region ever since, SWEDO’s main priorities of work are construction and infrastructure activities, refugee and IDP initiatives, health, water, sanitation and hygiene, and capacity building.

Duties and Responsibilities:

• Implement day-to-day operation of the SWEDO Duhok Complaints, Suggestions, and Feedback Mechanism.
• Logging complaints and referring through relevant channels dependent upon nature and severity of complaint.
• Refer Persons of Concern to correct service providers as necessary, following the SOPs of referral pathway prescribed by Donor and partners.
• Create and maintain a good relationship with other actors in the area to support referral of cases and monitoring to ensure feedback loop is closed.
• Record and upload CFM cases to KOBO system according to the SOP and directives received from Accountability and Compliance Officer.
• Identify other Humanitarian actors in given locations and support the communication of available services and service providers to the community.
• Support the Outreach project, as well as other SWEDO Duhok teams, to ensure and promote accountability to affected populations and to ensure compliance with humanitarian protocols.
• Constantly review and ensure CSFM mechanisms, referral pathways meet the required threshold.
• Uphold SWEDO and UNHCR’s code of conduct, and ensure that all persons of concern are treated with dignity and respect, in accordance with humanitarian principles and human rights standards.
• Conduct the Service Mapping in the locations that the Outreach unit is active in, and update the service map quarterly according to the changes occur in the Service providers’ projects.
• Conduct PSN assistive devices need assessments on the household level, for the PSN PoCs and report the outcomes and the assessments to the accountability officer for further follow up action accordingly.
• Archiving the PSN assessment sheets that have been finalized and relevant documents, for future needs and use.
• Conduct other duties as assigned by Compliance and Accountability Officer.

• Bachelor Degree in in Social sciences or related Studies.
• Fresh graduate or at least one years’ experience in a similar position or field, should be able to report to UN agencies;
• Fluency in Kurdish and English Languages, and Arabic language is an advantage.
• Ability to analyze, simplify and generate, data and report from a database.
• Ability to work effectively and harmoniously with colleagues from varied cultures and professional backgrounds.
• Personal commitment, efficiency, flexibility, and drive for results.
• Ability to work well in a team environment and individually.
• Organization and interpersonal skills.
• Ability to travel to the field.
• Proactive, motivated and adaptable individual.
• Ability to, prioritize tasks, meet deadlines and work under pressure

 

Interested applicants must send their most recent CV to [email protected], Subject line must read: S-IR-VA-21091, Complaint & Feedback Monitor, Duhok

Note: Applications not meeting the specified minimum requirements o received after closing date may not be considered. Shortlisted candidates will be contacted for an interview that may include a written test of communication and writing skills.

SWEDO organization has a zero-tolerance policy of sexual exploitation and abuse (SEA) on SWEDO staff members, employees or any other persons engaged and controlled by SWEDO Contractors, this include any kind of sexual harassment, and discrimination. The staff members and all contract type holders shall protect against and prevent sexual exploitation and abuse (PSEA). All selected candidates will, therefore, undergo rigorous reference and background checks

 

 

Women are strongly encouraged to apply