Support to Life (STL) is an independent humanitarian agency working in the field of disaster risk reduction, disaster preparedness, and emergency response in Turkey and the surrounding region. With an emphasis on community participation, STL works at a grassroots level to build local capacity, mitigate the risks and impact of disasters, and support those in need in meeting their basic needs and rights.
In line with its mandate STL currently has the following main activities:
- Refugee Support: The goal of STL’s work in the area of refugee support is to help Syrian refugees in the region who are either unable or unwilling to settle in refugee camps meet their basic needs and rights. STL is providing direct support through psychosocial services in its Community Centres, and enables access to services with its Case Management teams.
- Child Protection: STL has been working with at-risk children, sensitizing farmers and raising awareness among the public in an effort to contribute to eliminating child labour in Turkey, especially in the context of seasonal migratory agricultural work. As the inflow of Syrian refugees aggravated child labour in Turkey and child work became a prevalent negative coping strategy, STL extended its child protection activities to include refugee families.
- Emergency Response: In disaster situations, STL provides relief aid to disaster-struck communities through in-kind and cash-based support for food and non-food items, winterisation aid, as well as improving the conditions of shelter and addressing water, sanitation and hygiene needs.
- Strengthening Civil Society and Networking: STL brings together key civil society actors with the aim of creating the local capacity needed for effective disaster management in Turkey. In order to create positive change, STL publishes and disseminates reports, engages in capacity building activities through trainings, working group meetings and exposure visits. STL also pursues active coordination and advocacy campaigns with government and civil society actors.
Hayata Destek is looking for Community Feedback and Complaint Field Worker to work in İstanbul, HQ.
“Under the Security of Personel Information Law that is published on The Official Gazette of Republic of Turkey on 07.04.2016, no 29677;
By applying for this advertisement, you agree that your resume and any personal information in it may be shared with Hayata Destek Derneği”
Main Duties and Responsibilities:
- Answering the Community Feedback and Complaint hotline, reviewing feedback and complaint email and voice messages,
- Acknowledging reception to community members (beneficiaries) and explaining the complaints handling process and time-frames to the complainant,
- Recording the feedback and complaints in database, distinguishing sensitive/non-sensitive feedback and complaints,
- Referring to the relevant project teams for more complex non-sensitive requests or complaints, referring sensitive complaints to the Ethics Committee,
- Following up on sensitive complaints procedure and informing the community member of the results of the investigation and of the response provided,
- Receiving Community feedback and complaints from other sources (referred by any member of staff, or by MEAL officers, Children focal points, Staff Psychologist, Human Resources, Communication Department)
- Reporting to the A&L expert about problems encountered (Supporting the A&L expert in writing a report every two months with lessons learned from complaints and ways for improvement),
- Ensuring the quality of the complaint mechanism (confidentiality, impartiality, timeliness) and suggesting ways for improvement,
- Conducting field visits for the initial set-up of the Community Feedback and Complaint mechanism,
- University education and training in a relevant field,
- Native Arabic speaker; and at least English or Turkish proficiency,
- Excellent communication and inter-personal skills -including in conflict situations- communication and reporting skills,
- Working experience in a call-center (preferred),
- Sensitivity to the Humanitarian Field and commitment to Quality and Accountability principles,
- Ability and willingness to travel domestically.
- Sector Civil Society
- Level Employee
- Position Project Officer
- Highest Degree University
- Experience 1-3
- Language Level Turkish (C2, Level 6, Advanced), English (C2, Level 6, Advanced), Arabic (C2, Level 6, Advanced)