Monitor & Evaluation Officer – Complaint and Response

International Federation Of Red Cross and Red Crescent Societies Ankara
Doktora,Yüksek Lisans,Üniversite
Arapça (C1, Level 5, Upper Intermediate),İngilizce (C1, Level 5, Upper Intermediate),Arapça (C2, Level 6, Advanced),İngilizce (C2, Level 6, Advanced),Türkçe (C2, Level 6, Advanced),Türkçe (C1, Level 5, Upper Intermediate)
Bu ilan yayından kaldırılmış Görüntülenme : 1187


İlan Detayları

Job Title: Monitor & Evaluation Officer – Complaint and Response

Seconded to IFRC Partner CEA/Social Cohesion department

Duty Station:  Ankara

Duration: 1 March 2020 to 31 Dec 2020 (10 months)


Position Summary

The position will support the implementation of the IFRC PartnerCommunity Centre Complaints and Response Mechanism (CRM) under the Community Based Migration Programme.Since 2015, the IFRC Partner set up 16 field across the country providing various services on livelihood and vocational courses, protection, psychosocial support, health education and social cohesion. The activities at the centres are aimed at improving self-reliance and resilience of refugees and host communities to prevalent risks and strengthen social harmony.


As part of IFRC Partner community engagement and accountability (CEA) activities, maintaining two-way communication with communities is important to ensure that the needs, complaints and suggestions of people are timely and regularly listened to and acted on. The IFRC Partner Complaints and Response Mechanism (CRM) is a transparent and formal procedure that provides the communities it works with an access to safely and confidentially share concerns or feedbacks about IFRC Partnerfield services.


Embedded within the IFRC Partner CEA/Social Cohesion department, this position will receive and respond to sensitive complaints from beneficiaries at the Field as per theIFRC Partnerfeedback protocol. Sensitive complaints relate toIFRC Partner staff/volunteers’ including misconduct, sexual exploitation and abuse, corruption, discrimination with beneficiaries or breach of the Red Cross Red Crescent Fundamental Principles while delivering services to the community members through field activities. Sensitive complaints also include sexual exploitation and abuse by community members or staff of other organisations working in the respective area. Given the sensitivity of the issue, the position will not be part of investigation/follow up but forward the case to relevant departments and inform the complainant about the outcome of issue.


Key responsibilities

  1. Receive sensitive complaints reported directly by beneficiaries or Beneficiary Relationship Officer or Manager at the field via tablet computers
  2. Maintain regular contact with theIFRC Partner Beneficiary Relationship Managerand field Manager for submission of complaints and feedback as per agreed deadlin
  3. Fill in the feedback template to classify the type of sensitive issue and forward to relevant departments (HR/ Operation or Protection) for investigation and follow up as per the feedback protocol
  4. Follow up with relevant departments to ensure complaints are resolved on a timely manner
  5. Inform the complainant the outcome of the issue
  6. Complete the feedback template with the outcome of the investigation/follow up for documentation
  7. Attend trainings/workshops on feedback mechanism/CEA where relevant
  8. Support CEA team in the translation of necessary documents in Turkish, Arabic and English in relation to the feedback mechanism
  9. Inform CEA team about troubleshoots in the feedback system for receiving and responding to sensitive complaints
  10. Other duties as directed by the Line Manager

Duties applicable

  1. Abide by and work in accordance with the fundamental principles of the Red Cross Red Crescent Movement.
  2. Actively work towards the achievement of theIFRC Partner policies/guidelines/strategies and other day to day administrative directives.


Person specification





Bachelor/Masters in Sociology/ Anthropology/ Communications







Experience working in call centre agency



Experience in Interpretation/translation



Experience working with humanitarian/ development organization



Experience in community-based migration, protection, and capacity building



Experience working with RCRC Movement




Skills/knowledge and languages



Fluent in speaking and writing in Turkish, Arabic and English



Ability to work in a multicultural environment and in a team



Ability to adapt working style according to the situation



Good verbal and written communication skills



Skilled in customer service, active listening, verbal and written communication skills



Understanding of two-way communication with communities



Proficiency with computers and typing skills in English, Arabic and Turkish



Good at building relationships with different stakeholders




Competencies and values

  • Values: Respect for diversity; Integrity; Professionalism; Accountability
  • Core competencies: Results Orientation, Collaboration and teamwork; Integrity; Judgement and decision making; National society and customer relations;Collaboration and influencing
  • Commitment to the Red Cross and Red Crescent Movement Seven Fundamental Principles and Code of Conduct 


The Federation is an equal opportunity employer.


International Federation Of Red Cross and Red Crescent Societies

The International Federation of Red Cross and Red Crescent Societies (IFRC) is the world's largest humanitarian organization, with 190 members National Societies. As part of the International Red Cross and Red Crescent Movement, our work is guided by seven fundamental principles; humanity, impartiality, neutrality, independence, voluntary service, unity and universality.
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