Muqareba Hashemy

· Ensure that all information related to complaints is properly recorded and that the logbook is clean

· Centralize follow-up of all cases referred to the management team until the closure of the case

· Ensure team weekly planning and follow up.

· Ensure a first analysis of the database and provide suggestions for improvement

· Ensure proper archiving for future reference and submit timely complaints reports

· Address beneficiaries’ feedbacks and complaints in a professional manner and in accordance with humanitarian principles

· Support the bases in the preparation of visual supports needed for presentation materials.

· Develop the FCRM system and its procedure

· Ensure that all information related to complaints is properly recorded and the CRM report book is clean.

· Follow proper implementation of CRM standard operating procedure and refer all cases to the appropriate focal point.

· Translate, organize and analyze MEAL data and produce reports

· Closely supervise data collection activities and support MEAL team and program teams with data entry

· Receive and Register complaints and grievances of communities and staff through phone calls, websites, Emails and physical submission.

· Process grievances for quick resolution.

· Analyzing grievances and assigning them to the right person and Departments.

· Taking responsive measures and actions to solve grievance on time.

· Providing feedback to complainants about the necessary actions taken with regard to their complaints.

· Provide appropriate GRM trainings to communities, staff and other stakeholders.

• HRM

• Project Management

• Financial Management

• Procurement Management

• Three-month practicum classes at departments

• Leadership (WLD)