Country: Turkey
Closing date: 03 Jan 2016
Scope of Work
Complaint Referral and Protection Assistant
ISSUED 18 December 2015
Location: Gaziantep, Turkey
Timeframe: Subject to funding
Background:
Global Communities’ Office of Humanitarian Assistance (OHA) has developed a strategy for the organization’s response to the Syria crisis, anchored in a field presence. Specifically, OHA is responding directly in Syria, intensifying GC’s assistance to Syrian IDP’s. This is being carried out through an approach to programming where projects focus on the sustainability rather than relief delivery.
GC is a fully registered organization in Turkey and has built its humanitarian response capacity in Turkey.
Accountability to the beneficiaries is one of the humanitarian principle and in order to comply with this principle, GC has established a complaint mechanism for better programming and service. GC intends to hire a full-time Complaint Referral and Protection Assistant (SOW herein) to assist program department for the implementation of projects while being based in Gaziantep.
Responsibilities:
GC is seeking a professional to be the based in Gaziantep.
Complaint Referral and Protection Assistant reports to Protection Officer
Complaint Referral and Protection Assistant is responsible for the following:
Receiving the beneficiary complaints via dedicated hotline (calls and whatsapp) as well as email
Processing complainant’s information and the complaint into the database;
Providing relevant counseling to complainants;
Following up the complaints and provide feedbacks to complainants;
Providing sound advices for the staff on the matters of complaints;
Preparing weekly reports;
Work closely with the respective M&E Officer to ensure the data base works and functions properly;
Proactively train staff in meeting the requirements for personnel;
Providing timely and detailed reporting to Global Communities Protection Officer on the weekly complaints while using the reporting tools;
Ensuring the complainant’s confidentiality is maintained and have access appropriate information technology equipment, with access to GC’s complaint handling database and reference material;
Reaching out the staff at all levels of GC so that complaints can be resolved quickly;
Helping for developing and translation of the relevant tools for trainings, assessments, and data base,
Assisting Protection Officer for the partner trainings,
Attending and representing Global Communities at relevant coordination meetings when required, and
Any other tasks on supervisor’s request.
Education and Training
A Bachelor degree in Social Sciences, Humanitarian Work, Psychology, Social Work, or a related field.
Completed and certified Protection Mainstreaming Training
Completion of Protection Induction, Protection Learning Program, IHL and/or IHR trainings is asset.
Experience
A minimum of 2 year experience in humanitarian work, PSS, or IDP/refugee protection; a master degree on a relevant subject may be accepted as equivalent to 1 year work experience.
A former INGO or UN experience is an asset.
Technical skills
High analytical and good reporting skills.
Ability to solve problems without requiring supervision
Good command of spoken and written in both Arabic and English; Turkish is an asset
Good computer skills with Microsoft Office Programs; knowledge of SPSS is an asset
Skills to be able to act with sensitivity as well as be neutral and impartial;
Be able to work under pressure
Have very good conflict management skills
Perfect communication skills both written and verbal
Knowledge of protection in emergencies, SGBV guidelines, Child Protection in Emergencies, IHR, and IHL
How to apply:
This job is open to candidates authorized to work in Turkey as local employees. To apply please send your CV and Cover Letter to: turkeyhr@globalcommunities.org no later than Sunday, 03rd January, 2016 and mention the position you are applying for to the subject section.
Please be advised that only shortlisted candidates will be contacted.
