Project Assistant (Complaints & Feedback Mechanism)
Job Description
Under its Assistance Programme, the International Organization for Migration (IOM) is providing direct assistance and counselling 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.
- 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. 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.