Community Feedback Officer
Deadline: 31 May 2024
Employment term: Contract
Category: Administrative/office-work
Job type: Full time
Location: Yerevan
Job description:
Term: Full-time (100% workload)
Location: Yerevan
Effective date: ASAP
Duration: 1 year (with possible extension)
Reporting to: MEAL Manager
Community Feedback Officer person collects, analyzes, and addresses community input and concerns received through hotline CFRM email, during distribution at help desk, ensuring that their feedback is incorporated into decision-making processes and that timely, transparent responses are provided to foster community engagement and trust.Community feedback officer person collects, analyzes, and addresses community input and concerns received through hotline CFRM email, during distribution at help desk, ensuring that their feedback is incorporated into decision-making processes and that timely, transparent responses are provided to foster community engagement and trust.
/en/community-feedback-officer
Job responsibilities
Managing Hotline and Email Communications:
- Monitor incoming calls and emails from community members.
- Respond promptly and professionally to inquiries, feedback, and complaints.
- Provide accurate information and assistance to resolve issues effectively.
Providing Onsite Support:
- Operate an onsite helpdesk to assist community members with inquiries, feedback, and issues.
- Offer face-to-face assistance to visitors, residents, or stakeholders who require assistance.
- Ensure the helpdesk staff appropriately trained during designated hours of operation.
Logging and Documenting Feedback:
- Maintain a detailed logbook/database of all incoming calls and emails.
- Register each call or email, documenting the nature of the feedback or concern.
- Ensure proper categorization and tagging for easy reference and analysis.
Analyzing Feedback Trends:
- Regularly review feedback data to identify recurring issues or emerging trends.
- Collaborate with relevant departments or stakeholders to address systemic issues.
- Generate reports and insights to inform decision-making and process improvements.
Liaising with Stakeholders:
- Serve as a liaison between the community and internal departments or external partners.
- Coordinate responses and actions with relevant teams to resolve issues in a timely manner.
- Build and maintain positive relationships with community members and stakeholders.
Implementing Feedback Systems:
- Propose and implement strategies to enhance feedback collection and analysis processes.
- Introduce innovative tools or platforms to streamline communication and engagement.
- Conduct surveys or outreach activities to gather additional insights and perspectives.
Ensuring Compliance and Quality Assurance:
- Adhere to relevant regulations, policies, and standards governing feedback management.
- Maintain confidentiality and data privacy in handling sensitive information.
- Conduct periodic reviews or audits to ensure the accuracy and completeness of records.
Providing Training and Support:
- Offer guidance and training to staff members involved in community interactions.
- Share best practices for effective communication and conflict resolution.
- Offer support and mentorship to ensure consistent and high-quality service delivery.
Continuous Improvement:
- Actively seek feedback on the feedback process itself, and iterate based on community input.
- Proactively identify opportunities for improvement and implement relevant changes.
Establishing child friendly Feedback Channels:
- Create child-friendly feedback channels such as suggestion boxes, colorful feedback forms, or digital platforms with engaging interfaces.
- Design age-appropriate feedback tools tailored to children's developmental stages, such as drawings, games, or storytelling activities.
- Implement methods for caregivers to provide feedback, including surveys, interviews, or dedicated communication channels.
- Organize interactive sessions or workshops to encourage children to express their thoughts and feelings about the center.
- Reach out to caregivers through parent meetings, newsletters, or social media to solicit feedback and suggestions.
Additionally:
- CFRM Officer contributes to lessons-learnt on programmatic level in her/his field domain.
- When needed, CFRM Officer supports MEAL UNIT in phone or filed data collection activities, including surveys, key informants’ interviews and focus group discussions.
- CFRM Officer implements ethical principles in her/his tasks and duties.
- Performs other duties as assigned by her/his direct supervisor – MEAL Manager.
Required qualifications
- University degree.
- At least 1 year of similar work experience, preferably in NGOs or humanitarian sector.
- Strong analytical and critical thinking skills.
- Excellent communication and negotiation skills.
- Polite and courteous manner of communication.
- Highly organized person with attention to details and able to work individually.
- Coordination and problem-solving skills.
- Excellent knowledge of Armenian, English, Russian will be viewed as an asset.
- Computer skills: good knowledge of MS office and other software being used for data analysis and visualization.
Required candidate level: Mid level
Additional information
What we offer:
- Salary and benefits according to the national PIN Armenia salary scale
- Health insurance package
- Gaining work experience and knowledge of the organization's processes in a professional and flexible NGO, the largest in Central Europe
- Becoming a part of the international community
How to apply:
Please apply through the link.
Please note, applications will be reviewed on a rolling basis, and should a suitable candidate be found before the official closing date, the advertisement might be withdrawn prior to the deadline thus early submissions are strongly encouraged.
Kindly note that only shortlisted candidates will be contacted.
People in Need staff are expected to perform job duties and responsibilities in accordance with People in Need Code of conduct and key policies (available at: https://www.peopleinneed.net/key-policies-4142gp).
People in Need is committed to preventing any type of unwanted behavior at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct and committed to promoting the welfare of children and adults with whom People in Need engages /is in contact with. People in Need expects all staff to perform job duties and responsibilities in accordance with People in Need code of conduct and key policies (available at: https://www.peopleinneed.net/key-policies-4142gp). People in Need Staff will undertake the appropriate level of training.
All offers of employment will be subject to satisfactory references and appropriate screening checks, which can include criminal records and terrorism finance checks.
We are committed to ensuring diversity and gender equality within our organization and encourage applicants from diverse backgrounds to apply.
Professional skills
Feedback management
Soft skills
Negotiation skills
Written communication skills
Problem solving
Customer/service oriented
Presentation skills
Critical thinking
Teamwork
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About Company
People in Need Armenia - Our Story
What is PIN today began in 1992 when a group of journalists of the Czechoslovak “Velvet Revolution” teamed to form the Epicentrum Foundation, subsequently renamed “People in Need” (PIN). Yet, following the 1988 devastating Spitak earthquake, a group of students in the Prague had already initiated a fundraising campaign, which drew a wide public response. Consequently, 50 tons of humanitarian relief was sent to Armenia.
In 2003 as per decision made by PIN a permanent representative office was established in Armenia, which still carries out various projects. Its activities focus on the issues of illegal migration and repatriation assistance to returning Armenians. Other topics tackled by the organization in Armenia are: 1) prevention of child trafficking; 2) support documentary filmmaking; 3) implement “Teaching through films” methodology.
During 2003-2008 PIN Armenian mission implemented “Prevention of illegal migration for Armenian citizens and implementation of development programs in regions”, which was funded by the Czech Government.
During 2009 - 2012 together with Armenian UN Association PIN Armenia have been implementing the “Reinforcement of management of migratory flows in Armenia” project with the financial support of EU and Czech Government.
During 2012-2014 the organization implemented “Let’s talk about films in Southern Caucasus” project.
During 2013-2016 PIN Armenia and Armenian Relief Society (ARS) in cooperation with State Employment Agency of MLSA and with the financial support of European Union implements “Support of Circular Migration and Re-integration Process in Armenia” project.
Since 2016 PIN Armenia implements the “Support to the reintegration of voluntary returnees through employment, social and business support funded by L’Office Français de l’Immigration et de l’Intégration, a French administrative public body.
During 2018-2020 with the co-funding from the European Union People in Need (PIN) together with co-applicants Women Development Resource Centre Development Foundation, Shirak Chamber of Commerce and Industry and Amasia Municipality have designed an intervention to revive and modernise the wool value chain and the arts of wool crafts in Shirak region as a motor for job creation and Small and Medium Enterprises (SME) development, thus increasing employment and economic competitiveness in the crafts sector in Shirak region through EU4 Shirak: Wool for Jobs project.
During 2018-2021 together with the EU contribution to Armenia People in Need implements EU4Tourism: Outdoor adventures on historic trail in Syunik project. A tourist route between Goris and Kapan will be scouted, mapped and marked, with facilitation by tourism experts and participation of community members, students and volunteers. Interesting local legends, historical events and traditions will be collected with support of experts from Goris and Kapan museums, translated and included in promotional activities.
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