The purpose of this position is to oversee and ensure consistent systematic, processing and response to community feedback and complaints in World Vision Lebanon (WVL) Development and Humanitarian programs. The CRM Adminstrator, in collaboration with the rest of the Evidence, Learning and Accountability (ELA) team, is responsible to ensuring that all input from community and other stakeholders is channeled to the appropriate internal department, and meeting the donor requirements.
Areas of Responsibility:
- Answer/Listen, process and respond to complaints and guide beneficiaries that seek help through WV call center (40%)
- Collect and analyze feedback received from different Community Response Mechanisms (CRM) based on the projects and programs and include them in the database (30%)
- Generate timely reports based on sector and project’s needs, and ensure submission on a weekly and monthly basis to Senior ELA coordinator and to appropriate ELA coordinator (10%)
- Tailor CRM records according to the donor requirements in collaboration with relevant Program Officers (12%)
- Update information provision record on a monthly basis in collaboration with the senior ELA coordinator and Program Quality and Development (PQD) Department (10%)
- Attend and participate in capacity building trainings locally and internationally. Attend and participate in WVL’s spiritual nurture and other organizational events. Responsible of own security and actively contribute to a positive security culture. Abide by the security policies and procedures and report any incidents or breaches to line manager and / or security manager. Perform other duties as assigned by the Line Manager (3%)
Educational Background:
Diploma or University degree in a field related to social work.
Skills/Experience:
- Good coordination skills
- Good analytical and writing skills
- Good interpersonal skills and, abilities to work as a team.
- Excellent organizational, analytical, and oral and written communication skills in English.
- Computer literacy; Strong computer skills including Word, Excel, PowerPoint
- Ability to integrate teams of professionals around common goals.
- Required to have minimum 2 years driving license
- Ability to communicate effectively with a wide range of audiences
- Cross –cultural sensitivity, flexible worldview, emotional maturity and physical stamina.
- Ability to work in and contribute to team building environment
- Ability to maintain performance expectations in a relief setting with limited resources
- At least one year experience in a similar job
- Visit to field operations as necessary
Job Function:
Organization Info
Listing Stats
Post Date:
Feb 20 2018
Active Until:
Mar 20 2018
Hiring Organization:
World Vision
industry:
Nonprofit