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Job Summary

Experiences • Minimum 2 years of experience in complaints handling, data collection, community engagement and working on programs in a humanitarian UN

  • Minimum Qualification: Diploma
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description

Main Responsibilities

Management of client’s feedback and/or complaint

• Serve as point of contact/ and administer different feedback channels

(e.g. hotlines, suggestion boxes, individual interviews).

• Acknowledge, receive and register feedback/complaints from clients of

IRC’s assistance and the community members.

• Inform stakeholders about confidentiality policy, complaint-handling

process, and timeframes.

• Handle routine questions and requests for information.

We are accountable—individually and

collectively—for our behaviors,

actions and results.

• Categorize and route stakeholder feedback/complaints to responsible

staff according to policies and standard operation procedures.

• Facilitate communication with complainants about case status and


• Throughout the process of intake of complaints/feedback and referrals,

ensure applying protection principles for confidentiality of information

and safety of beneficiaries.

• Provide to beneficiary’s information on third-party services available in

the area.

Data Management and Reporting

• Handle entry, upload, and export of data, using designated software.

• Organize paper and electronic records for routine reporting in timely


• Ensure confidentiality and privacy of client feedback data management in

line with existing IRC policies on data protection.

• Produce monthly and annual reports on CFRM data

Community Awareness and Learning

• Coordinate and communicate with other CR team members throughout

the country for sharing best practices and challenges.

• Provide advice to M&E Manager (accountability) on development of

visual materials for dissemination among beneficiaries.

• Ensure Feedback Mechanism briefings and information dissemination is

provided on routine basis to local field staff as well as community


• Support the conduct of or facilitate any required training for IRC staff and

partners on Client Responsiveness


• Implement other activities, related to the objectives of Yangon M&E

technical support unit, as assigned by M&E Manager (Accountability).

• Support large or complex assessment/evaluation activities as required

• Support implementation of rapid needs assessments in the event of


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Rest of Myanmar
| Full Time |
$ Confidential
Rest of Myanmar
| Full Time |
$ Confidential