Facilitate the implementation of JRF's accountability system and the Feedback/Complaints Response Mechanism (FCRM) to optimize efficiency and effectiveness across JRF programs and services
Core Responsibilities:
- Support in implementing JRF's accountability system and the Feedback/Complaints Response Mechanism (FCRM) to enhance efficiency, effectiveness, and accountability across all JRF culture.
- Log and document all received cases in JRF Annual External Cases Register, along with all supporting documents and reports.
- Receive and assess incoming cases submitted by external stakeholders and beneficiaries, ensuring all necessary information is obtained.
- Process received cases as per JRF FCRM and communicate to relevant Project/Line Manager, to obtain needed justification, action, or further information as necessary.
- Inform the stakeholder/beneficiary with management response and any corrective actions taken, to ensure proper closure of all cases received.
- Conduct ongoing field visits to JRF projects and outlets to raise awareness of JRF FCRM, collect feedback/ suggestions, and identify any areas of risk to ensure continuous improvement of services provided.
- Provide trainings and support to JRF staff on accountability principles and standards, SOPs, and compliance requirements.
- Develop satisfaction measurement tools, collect and analyze data and prepare well-designed satisfaction reports, to ensure the continuous improvement of JRF's processes and services.
- Ensures that all written materials maintain high standards in terms of content quality, language proficiency, and tone.
Qualifications:
- Bachelor's Degree in Industrial Engineering, or any related field
- Excellent English and Arabic language skills (written and spoken)
- 0-2 years of experience
