Terms of Reference for [MEAL volunteer– Zaatari camp]

Background

Oxfam has been in Jordan since the 1990s. We work with local partners in Jordan for a future where everyone can reach their full potential, especially women and young people. We provide essential humanitarian assistance to Syrian refugees as well as vulnerable Jordanians, while promoting longer term sustainable solutions to challenges facing Jordan, with a focus on Climate Justice, Economic Justice and Gender Justice.

Oxfam has worked in Za’atari refugee camp ­- the largest camp for Syrian refugees in the world - since 2013. Oxfam is responsible for all waste collection in the camp and has established a recycling system using intensive community engagement to achieve large-scale separation of waste at source. Oxfam operates two recycling facilities in the facility to process recyclable waste. As well as reducing the pressure on Jordan’s landfills, this initiative keeps the camp clean and provides income opportunities for refugees.

Scope of SERVICES

The volunteer will be directly working with the Zaatari camp MEAL team supporting the activities related to Feedback and Complaints Response Mechanisms in Zaatari camp and host community. The MEAL volunteer is responsible for receiving, registering, and referring the feedback promptly and appropriately.

Deliverables & TIMEFRAME

Contribute to enhanced accountability practices in Za’atari camp and Host community.

• Receive the feedback and complaints through all channels as reported in the SoP.
• Document all received feedback properly in the log sheet.
• Share feedback with related party and follow up on action points.
• Share monthly accountability report on time.
• Review and update the accountability aspect based on the different projects and stakeholders needs.
• Enhance the accountability practices in HC by reaching our direct beneficiaries on the accountability mechanism in Oxfam.
• Developing accountability and FCRM based on any other needs to the different projects.
• Follows up on the progress of taking actions and notify relevant units accordingly.

• Track case and document response for all received feedback.
• Handle the WhatsApp (for both camp and host community numbers) and answer all received messages.
• Translate and categorize all feedback received.
• Respond to all category that he/ she can respond to.
• Open suggestion boxes as per schedule and submit photo or scan of original paper (and destroy original afterwards)

Required Qualifications

Bachelor's degree in information management; MIS or related field.

Proficiency in all Microsoft Office applications.
The ability to work as part of a team.
Strong analytical and problem-solving skills.
Excellent administrative and organizational skills.
Effective communication skills.
Detail-oriented.