Action Against Hunger is an international non-governmental organization working in more than 40 countries in the fields of nutrition, food security and livelihoods, water sanitation and hygiene, and care practices. Action Against Hunger is looking for its program in Jordan Complaint, Feedback, and Referral Clerk – MEAL Dept. IRBID.

Mission 1: Act as the focal point for referral cases matters
• Build and maintain a comprehensive understanding of available services in the targeted areas of intervention to ensure the broadest possible reach of assistance for households in need
• Contribute in building a database for referral cases so that Action Against Hunger can easily follow up on cases and have improved, smooth communication with other INGOs/NGOs for referrals
• Maintain up-to-date and accurate records of all referrals made into, between, and out of Action Against Hunger’s projects
• Trace all referrals made out from Action Against Hunger to other agencies, including recording referrals made
• Regularly provide aggregated information on referrals conducted by project and sector to the Programme Area Managers for project monitoring purposes
• Work closely with the MEAL Manager and Programme Managers to analyse referral actions and patterns for lessons to be learnt which can improve project implementation and the overall humanitarian response

Mission 2: Act as the focal point for complaints and feedback
• Receive and register all complaints and feedback as per the process described in Action Against Hunger’s Feedback and Complaint Mechanism (FCM) Policy
• Maintain up-to-date and accurate records of the feedback and complaint database / log
• Check the quality of complaints, feedback, and referral data to be entered and reported when needed
• Liaise with the MEAL Manager regarding complaints and feedback to identify the appropriate process to be followed according to the category
• Regularly update area Programme Managers on complaints and feedback by referring the cases periodically
• Ensure that all complaints and feedbacks are acted up in line with the nature of the information and manner in which it was communicated to the organisation
• Coordinate with the MEAL Manager and Programme Managers to provide relevant and useful information received via FCM channels.
• Evaluate the time required to process data and feedback on progress in processing
• Participate in the trainings and sensitisation sessions to the team and beneficiaries on the FCM, with the support of the MEAL Manager
• Support / assist in the promotion of using FCM
Mission 3: Support quality assessment
• Carry out quality assessment activities for the MEAL department according to the needs (including but not limited to VAF Assessment monitoring calls)
• Provide reports and suggestions of improvement to quality assessment processes to the MEAL Manager
Mission 4: Fulfil organisational internal reporting requirements
• Generate all required reports and data / data analysis as per the team’s needs
• Prepare summary reports every month, six months, and yearly
• Generate data analysis materials (matrices, tables, graphs, …)
• Support in completing the monthly Activity Progress Reports (APRs) with MEAL Manager
• Produce, or assist in the production of, any other reports related to MEAL / MEAL dimensions of programme interventions
Mission 5: Fulfil general responsibilities and contribute to broader Action Against Hunger Jordan operational quality and consistency
• Maintain the confidentiality of all sensitive information at all times
• Perform other job-related tasks as requested by the supervisor
• Commit to and comply with the organisation’s gender, age, and diversity principles and policies (working with people, communication)
• Support on the implementation and the promotion of gender, age and diversity principles through daily activities and / or through the management of teams (managing performance and development

Job Details

Preferred Candidate