• 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).

Accountability

• 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.

OTHERS

• 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

CLICK HERE TO APPLY