Feedback and Complaints Response Mechanisms Intern

Feedback and Complaints Response Mechanisms (FCRM) Intern
TOR
“An opportunity to gain experience in providing FCRM support and learning the ropes in an international NGO”

Our Organization:

War Child Holland (WCH) is an independent and impartial, international, and non-governmental organization that has been working in the occupied Palestinian territories (oPt) since 2004. WCH invests to secure a better future for children affected by armed conflict. The organization supports all children, regardless of their religion, race, social status, or gender. The basic premise of our work is the United Nations Convention on the Rights of the Child, and our primary role is providing protection and psychosocial support for children and training youth leaders on the concepts of development and child protection.
A functioning FCRM is important for a people-centered approach where members of communities, including children and young people, can input into and influence the work of War Child and partners. This is in line with War Child’s Strategy 2025, particularly for Strategic Objective P4: Accountability and Participation. FCRM is key to ensuring compliance and effective implementation of the Integrity Framework and its policies. In addition, it is an essential part of our accountability that is in line with the Core Humanitarian Standard (CHS) for Quality and Accountability; mainly CHS commitment 4: Humanitarian response is based on communication, participation, and feedback, in addition to, CHS commitment 5: Complaints are welcomed and addressed.
War Child is aligned to the UN Convention on the Rights of the Child as a guideline, and to the Child’s Participation and Protection Rights. These underlying principles and standards, alongside the commitment to do-no-harm and quality programming, are our impetus to have functioning mechanisms everywhere we operate.
FCRM is a key part of generating organizational learning, as it helps capture the participants’ feedback to reflect on the quality of the processes and make informed decisions and changes.
Purpose: You are interested in working in an international organization and eager to learn. You are enthusiastic and result driven. You have great communication and reporting skills in addition to analytical abilities and commitment to beneficiaries’ confidentiality and protection. You are willing to take a key role in supporting WCH team in managing the FCRM.
Commitment:
As an intern, you will support the MEAL unit in managing the FCRM system, mainly through promoting to the FCRM channels and effectively registering the cases into the system. You will work under the guidance and supervision of the country MEAL Specialist.

Our Conditions:
We are looking for an FCRM intern who will join the MEAL Team Starting mid-April 2022 for a period of 5-6 months, with the possibility for extension. As an intern in War Child, you can count on an interesting internship, with an opportunity to learn a lot. Of course, you will get the guidance, but also the freedom to work out your ideas.

Your Duties:
• You will be responsible for the daily managing of the FCRM channels, including but not limited to: 1) Hotline (calls and SMS), 2) WhatsApp (calls, written messages, and voice messages), 3) Complaints Boxes (located in implementation sights), 4) Help Desks, etc.
• You will support assessing the appropriateness and safety of the employed channels, through community engagement throughout the process.
• You will contribute to promoting the employed channels in the communities, through field visits.
• You will document the cases received into the FCRM system, as well as categorize the cases and refer them to the relevant focal points, and the organizational response.
• You will also assist the team will other tasks.

Key contacts:

Internal
• MEAL team
• Safeguarding and Integrity Focal Points
• Child Protection Focal Point
• Global Accountability and Participation Adviser

External
• Partner organizations
• Projects’ participants
• Targeted communities

Relevant Key policies and guidelines:
• Data Protection Policy.
• Safeguarding Policy.
• Integrity Framework.
• FCRM Guidelines.
• Core Humanitarian Standard.

جميع الحقوق محفوظة لموقع جوبس.

Needed Qualifications/Skills:

• Bachelor’s degree in Management, Demographics, Sociology, Community development, political science, or related field.
• Excellent attitude, interpersonal skills, and ability to work with the team.
• Excellent computer skills, including experience with Microsoft Office.
• Excellent verbal and listening communications skills in Arabic and English.
• Hands-on and accurate.
• Independent and great commitment and willingness to learn.
• Open to a multi-cultural work environment.
• Affinity with War Child’s work.
• Committed to 5 working days per week, at the War Child office in Hebron and remotely.
• Available to start by mid-April 2022 for a period of 5-6 months.