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Community Help Desk at World Vision January, 2020 Job Description
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  • Receiving, recording/documenting and responding to all complaints channeled via help desk
  • Engage into daily pre-address speech
  • Make a link between beneficiaries and Distribution staff.
  • Record all complaints and feedback received related to World Vision programs, commitments or conduct, this can include Food, GBV, security, Peace building & Child protection related issues.
  • Ensuring that, all complaints and feedback that are not food aid or cash aid are referred to the relevant sectors/organisation.
  • Provide a receipt for all complaints and feedback received.
  • Confirm beneficiary selection criteria and other program information provided by World Vision.
  • Pass non-sensitive feedback and complaints about World Vision’s activities to the WV authority.
  • Provide counselling to eligible beneficiaries
  • Provide information on other programs being executed by other organizations and services that exist in the area.
  • Supervising all CRM Committee members ie. Help Desk Committee members
  • Ensuring help desk operates not only during distribution but also during pre and posts distribution.
  • Ensuring that notes boards is at place and information are updated and posted timely
  • Take part on training of committee members (FAC and CHD) and other stakeholders.
  • Participate into assessment exercise such as Beneficiaries service satisfaction and Post Distribution monitoring (PDM).


  • Ensuring timely response of Complaints
  • Writing referrals: Channeling food un-related complaints to other agencies
  • With collaboration with AME personnel periodically identify how community would like/prefer to complain.
  • Ensuring and maintaining confidentiality of all complaints received as well feedback issued to beneficiaries.
  • Ensuring availability of help desk banners during operation/distribution.
  • Treating beneficiaries and agency staff with fairness, transparency and respectful manner at all times when working at the Help Desk.
  • Engaging the community in an appropriate and respectful manner, never raising false expectations.
  • Observing Humanitarian code of conduct (i.e Do no Harm) and operating procedures.

Reporting and Documentation

  • Preparing and submits weekly or monthly Progress reports.
  • Recording data into paper based format and filling data into complaints tracking excel sheets daily during.


  • Attend inter-agency help desks as assigned by his/her supervisor.
  • Representing organisation into camp level meetings.
  • To perform any other related duties as assigned by his/her designee.

Qualifications: Education/Knowledge/Technical Skills and Experience

Minimum Qualification: Bachelor Degree in Social Science/Works, Community Development or related field from recognized Institute.

Technical skills and abilities:

  • Good in communication skills.
  • Computer skills and statistical package.
  • Skills in report writing
  • Skills in community mobilization and facilitation


Deadline 08-Feb-20


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