Project Assistant (Complaints & Feedback Mechanism)

Under its Assistance Programme, the International Organization for Migration (IOM) is providing direct assistance and counseling to various categories of Afghans (American citizens, Lawful Permanent Resident, Immigration Visa) at Camp As Saliyah (CAS) Transit Center in Doha, Qatar, from their arrival at the transit centre up until their departure from the site. The Assistant Programme is designed to complement the efforts undertaken by the U.S. Government (USG) in supporting the safe resettlement of Afghans to the United States, by creating a safe, dignified, and protective environment for Afghan guests staying at the transit center.

To promote Accountability to Affected Populations (AAP), establish a dialogue between the Service Providers and the targeted guests, provide support to IOM in terms of gathering and storing issues raised by and feedback from targeted guests regarding the service provision, and the timely resolution issues in line with Standard Operating Procedures (SOPs), with the purpose of achieving the overall project objective of providing the proper assistance to guests at the right time.

The Complaints and Feedback Mechanism (CFM) is a formal mechanism for receiving information, feedback, and complaints from guests. The CFM is designed to partly contribute towards the operationalization of IOM and other service providers’ Accountability to Affected Populations (AAP) and, more broadly, to support IOM’s overall operations in its attempt to be more transparent and accountable to all stakeholders, including guests, partners, and donors. 

To ensure effectiveness, IOM’s CFM is established in line with IOM corporate guidance on functional CFMs and is, therefore, enabled to refer allegations of abuse, harassment, fraud, corruption, and quality issues. Feedback can be formal (captured through specific mechanisms and processes) or informal (captured in an ad-hoc manner). All feedback requires the feedback loop to be closed.

The Project Assistant (Complaints & Feedback Mechanism) will be working under the overall supervision of the Head of Office (CAS) and under the direct supervision of the Site Officer. The Project Assistant (Complaints & Feedback Mechanism) will assist in managing and delivering the Complaints and Feedback Mechanism. The Project Assistant (Complaints & Feedback Mechanism)will ensure that all complaint cases received are referred to the relevant service providers and partners and that feedback is provided to the complainants promptly and in accordance with the CFM SoP.

RESPONSIBILITIES

• Implement the Complaint and Feedback Mechanism at the CAS level in accordance with the CFM Standard Operating Procedures under the supervision of the Site Officer.
• Manage the CFM database, ensuring proper documentation and data aggregation, including complaints received and responded to, and providing detailed summaries of complaints issues to provide feedback to the program team during monthly and quarterly meetings/reports in coordination with the Site Officer.
• Refer CFM cases to focal points within relevant units in IOM and other service providers in accordance with the SoP.
• Maintain and track complaint and feedback data on the available platforms for retrieval, analysis, and adequate follow-up.
• Categorize separately sensitive complaints like harassment, Sexual Exploitation and Abuse (SEA), abuse, and exploitation, compile and share with existing prevention mechanisms or relevant focal points for IOM and the service providers.
• Assist to conduct continuous data collection for CFM through standard sources, including Whatsapp, Information Desks, CFM Boxes, Community Meetings, and others, as required.
• Accurately translate complaints from the local languages and ensure data entry into the system.
• Support to conduct outreach CFM activities and sensitization as needed.
• Support to conduct site monitoring visits and facilitate focus group discussions (FGDs) to shove the CFM intervention when needed.
• Assist to develop CFM-related information products such as monthly CFM dashboards.
• Perform other duties to be assigned by the direct supervisor.
• Proactively identify and report to the Site Officer areas for improvement, including but not limited to the accuracy and quality of information being shared with the guests or complainants.
• Support visibility efforts to raise awareness of the CFM among the guests.
• Track rumors and assist to debunk them through sensitization efforts.

QUALIFICATIONS

Education

• University degree in social sciences or equivalent from an accredited academic institution or institute with a minimum of three years relevant working experience, or,.
• Completed high school degree with at least five years of relevant experience.
• Professional relevant experience in Camp Coordination and Camp Management (CCCM) and CFM is an advantage.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience

• Minimum two years of professional experience in CCCM, CFM, and/or any other relevant experience related to managing and monitoring complaints mechanisms.
• Experience in managing and coordinating information flows and data management, including collection, storing, processing, and analyzing data to generate information products, is desirable.
• Analytical capacity, attention to detail, resourcefulness, initiative, and maturity of judgment.
• Familiarity with statistical software packages is desirable.
• Advanced communication and interpersonal skills with the ability to deal with work pressure and meet deadlines.

Skills

• Data entry, analysis and manipulation skills in Excel and other Microsoft suit.
• Experience in analytical tools like PowerBI will be an added advantage.
• Capacity to manage sensitive and confidential matters with discretion and professionalism.
• Ability to establish effective working relations with persons of different backgrounds.
• Ability to cope with situations that may be psychologically or emotionally traumatic.

Languages

• For this position, fluency in English and Dari and/or Pashto is required (oral and written).

IOM’s official languages are English, French and Spanish.

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values – all IOM staff members must abide by and demonstrate these three values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators (Level 1)

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.