Job ID
48424
Job Title
Camp Evaluation and Complaint Assistant
To work for
The Stabilization Support Unit (SSU)
Country
Syria
City
Aleppo
Field of Work
H&S/Work Protection - Public Relations - Operations
Job Type
Full time
Military service
Not Specified
Minimum Education Level
Bachelor/ License Degree
Responsibilities
General Role:
The Stabilization Support Unit (SSU)/ Stabilization Organization is seeking to recruit a Camp Evaluation and Complaint Assistant to support the implementation of monitoring, accountability, and community feedback activities within Aq Burhan Camp. The position is responsible for conducting field assessments, managing complaints and feedback mechanisms, and supporting accountability to affected populations (AAP) practices in line with humanitarian principles and organizational policies.
The role contributes to improving service quality, strengthening communication with refugees and affected communities, and ensuring that complaints and concerns are addressed in a timely, confidential, and professional manner. The assistant will work closely with field teams, community volunteers, and protection and MEAL staff to support evidence-based programming and community-centered responses.
Contract Duration: 6 Months
Duty Station: Aq Burhan Camp
Tasks and Responsibilities:
1. Conduct regular field visits to camps to assess shelter conditions and basic services.
2. Collect and analyze beneficiary feedback on the quality of provided services (water, sanitation, health, protection).
3. Prepare interim and final assessment reports including challenges and recommendations.
4. Use standardized data collection tools (surveys, focus group discussions, individual interviews).
5. Receive, register, and document complaints and feedback received through various channels (complaint boxes, hotline, information desks).
6. Classify complaints by priority and type (protection, services, staff conduct, etc.).
7. Manage a complaint database, ensuring data confidentiality and ethical handling of affected persons.
8. Prepare periodic reports analyzing complaints and key trends to improve performance.
9. Provide support to build the capacities of staff and access volunteers in community communication, complaint and feedback mechanisms, and accountability practices towards affected populations.
10. Organize awareness sessions for refugees about how to submit complaints.
11. Train community volunteers on active listening, documentation, and safe referral.
12. Participate in internal and external coordination meetings related to protection and AAP.
13. Submit weekly and monthly reports to the direct supervisor on performance indicators and field challenges.
14. Contribute to updating response plans based on assessment results and complaint analysis.
15. Perform any additional tasks related to the nature of work as assigned by direct management, and ensure their follow-up and implementation in accordance with professional standards.
The Stabilization Support Unit (SSU)/ Stabilization Organization is seeking to recruit a Camp Evaluation and Complaint Assistant to support the implementation of monitoring, accountability, and community feedback activities within Aq Burhan Camp. The position is responsible for conducting field assessments, managing complaints and feedback mechanisms, and supporting accountability to affected populations (AAP) practices in line with humanitarian principles and organizational policies.
The role contributes to improving service quality, strengthening communication with refugees and affected communities, and ensuring that complaints and concerns are addressed in a timely, confidential, and professional manner. The assistant will work closely with field teams, community volunteers, and protection and MEAL staff to support evidence-based programming and community-centered responses.
Contract Duration: 6 Months
Duty Station: Aq Burhan Camp
Tasks and Responsibilities:
1. Conduct regular field visits to camps to assess shelter conditions and basic services.
2. Collect and analyze beneficiary feedback on the quality of provided services (water, sanitation, health, protection).
3. Prepare interim and final assessment reports including challenges and recommendations.
4. Use standardized data collection tools (surveys, focus group discussions, individual interviews).
5. Receive, register, and document complaints and feedback received through various channels (complaint boxes, hotline, information desks).
6. Classify complaints by priority and type (protection, services, staff conduct, etc.).
7. Manage a complaint database, ensuring data confidentiality and ethical handling of affected persons.
8. Prepare periodic reports analyzing complaints and key trends to improve performance.
9. Provide support to build the capacities of staff and access volunteers in community communication, complaint and feedback mechanisms, and accountability practices towards affected populations.
10. Organize awareness sessions for refugees about how to submit complaints.
11. Train community volunteers on active listening, documentation, and safe referral.
12. Participate in internal and external coordination meetings related to protection and AAP.
13. Submit weekly and monthly reports to the direct supervisor on performance indicators and field challenges.
14. Contribute to updating response plans based on assessment results and complaint analysis.
15. Perform any additional tasks related to the nature of work as assigned by direct management, and ensure their follow-up and implementation in accordance with professional standards.
Qualifications
Required Qualifications:
- Bachelor’s degree in Social Sciences, Psychology, Social Work, Humanitarian Studies, Business Administration, or any related field.
- Minimum of 2 years of relevant professional experience in humanitarian or development programs, preferably within camps or displacement settings
- Previous experience in complaints and feedback mechanisms (CFM), Accountability to Affected Populations (AAP), MEAL, protection, or community engagement is highly preferred.
- Strong skills in conducting assessments, data collection, interviews, and report writing.
- Experience using data collection and reporting tools such as Kobo Toolbox, Google Forms, Excel, or similar systems is an asset.
- Good understanding of humanitarian principles, confidentiality, safeguarding, and protection standards.
- Ability to communicate effectively and respectfully with diverse communities, including women, children, and vulnerable groups.
- Strong organizational skills and ability to manage sensitive information professionally.
- Ability to work under pressure and in challenging field environments
- Fluency in Arabic is required; basic English skills are preferred
- Commitment to humanitarian values, neutrality, and accountability principles.
- Bachelor’s degree in Social Sciences, Psychology, Social Work, Humanitarian Studies, Business Administration, or any related field.
- Minimum of 2 years of relevant professional experience in humanitarian or development programs, preferably within camps or displacement settings
- Previous experience in complaints and feedback mechanisms (CFM), Accountability to Affected Populations (AAP), MEAL, protection, or community engagement is highly preferred.
- Strong skills in conducting assessments, data collection, interviews, and report writing.
- Experience using data collection and reporting tools such as Kobo Toolbox, Google Forms, Excel, or similar systems is an asset.
- Good understanding of humanitarian principles, confidentiality, safeguarding, and protection standards.
- Ability to communicate effectively and respectfully with diverse communities, including women, children, and vulnerable groups.
- Strong organizational skills and ability to manage sensitive information professionally.
- Ability to work under pressure and in challenging field environments
- Fluency in Arabic is required; basic English skills are preferred
- Commitment to humanitarian values, neutrality, and accountability principles.
Salary and Benefits
TBA(to be announced later)
About us
The Stabilization Support Unit (SSU) is a Syrian non-governmental and non-profit organization established in 2016 with the aim of promoting stability and peacebuilding in Syria. The organization implements integrated programs in the areas of governance, economic empowerment, social cohesion, and civic engagement, with a particular focus on the inclusion of women, youth, and marginalized groups.
Operating through its offices in Gaziantep, Aleppo, Damascus, and Azaz, SSU adopts an institutional approach grounded in transparency and accountability, and has built strategic partnerships with international organizations and donors from Europe, the Gulf, and the United States.
SSU envisions a democratic Syria founded on peace, justice, and equal opportunity. Its mission is to empower Syrians to lead the stabilization and recovery process through impactful, community-responsive interventions that foster sustainable development.
Its areas of work include promoting good governance, supporting livelihoods, peacebuilding, women and youth empowerment, independent media support, and strengthening the capacities of civil society actors.
Operating through its offices in Gaziantep, Aleppo, Damascus, and Azaz, SSU adopts an institutional approach grounded in transparency and accountability, and has built strategic partnerships with international organizations and donors from Europe, the Gulf, and the United States.
SSU envisions a democratic Syria founded on peace, justice, and equal opportunity. Its mission is to empower Syrians to lead the stabilization and recovery process through impactful, community-responsive interventions that foster sustainable development.
Its areas of work include promoting good governance, supporting livelihoods, peacebuilding, women and youth empowerment, independent media support, and strengthening the capacities of civil society actors.
Required employees number
1
Posted On
May 13, 2026
Expiry Date
Jun 12, 2026
Photo
Required
