Programme Support Officer

Danish Refugee Council, Syria

Skill Required:, Project/ Programme Management
Preferred Experience: 
1 to 3 Years
Closing Date for Applications: 
23rd September, 2019

Job Description

Danish Refugee Council, one of the world’s leading humanitarian NGOs, is currently looking for a highly qualified individual to fill-in the vacancy of Programme Support Officer – Feedback & Response to work in Damascus under employment contract

Who are we?

The Danish Refugee Council assists refugees and internally displaced persons across the globe: we provide emergency aid, fight for their rights, and strengthen their opportunity for a brighter future. We work in conflict-affected areas, along the displacement routes, and in the countries where refugees settle. In cooperation with local communities, we strive for responsible and sustainable solutions. We work toward successful integration and – whenever possible – for the fulfillment of the wish to return home.

The Danish Refugee Council was founded in Denmark in 1956, and has since grown to become an international humanitarian organization with more than 7,000 staff and 8,000 volunteers. Our vision is a dignified life for all displaced.

All of our efforts are based on our value compass: humanity, respect, independence and neutrality, participation, and honesty and transparency.

About the job

The overall purpose of the position is to meet DRC’s commitments under the Core Humanitarian Standards (CHS) certification and our internal quality Minimum Standards. The Feedback & Response Officer is responsible for overseeing DRC-Syria’s system to receive feedback and suggestions from beneficiaries related to program activities, and provides additional support to program teams for this purpose.

Duties and Responsibilities:

As part of DRC-Syria’s CHS implementation, the Feedback & Response Officer will participate actively in the roll-out and daily management of the stakeholder feedback system and complementary program support.

Specifically the position will be responsible for:

Management of Feedback System (80%)

  • Serve as primary focal point to receive beneficiary feedback on the quality of DRC programs through the dedicated channels and to raise awareness of the channels.
  • Train DRC staff and on the feedback system, including the objectives of the system and staff roles and responsibilities.
  • Coordinate routine collection and processing of beneficiary feedback from DRC’s activities.
  • Document, categorize and accurately refer feedback to relevant internal departments on the basis of DRC-Syria Standard Operating Procedures.
  • Provide monthly reports on the status of the feedback system, caseload, and recommendations
  • Coordinate required follow up for quality improvement

Program Support (20%)

  • Accompany program staff on priority field visits as directed to assess the performance of ongoing projects, with a particular focus on baseline and endline necessary for donor reporting and program improvements.
  • Provide ad hoc support to operational reviews to ensure the different needs and preferences of stakeholder groups (men, women, boys, girls, all age groups, and persons with special needs) are considered in the design and implementation of programs.

About you


  • Bachelor’s degree
  • More than three years of experience related to humanitarian assistance, program quality, or human resources
  • Demonstrated ability to handle sensitive issues with discretion and confidentiality
  • Familiarity with humanitarian principles, especially Core Humanitarian Standards and Do No Harm Framework
  • Good command of the English language

Desirable: Bachelor’s degree preferred in a related field of social science, such as anthropology, humanitarian, or development studies.


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