Senior CCCM Cluster Accountability Assistant – Mogadishu, Somalia

Overview of position

Drought conditions in Somalia have worsened during the first half of 2022 leading to acute displacement across the country. During this period of worsening conditions, displacement leaving affected districts into urban IDP sites has increased in frequency with an estimated one million individuals displaced since conditions deteriorated. Within the CCCM Cluster, a common complaints feedback mechanism (CFM) has been established providing two-way communication between agencies and beneficiaries while promoting humanitarian accountability through actioning service referrals.  Since June 2020, this common system has been operated by CCCM partners with agencies recording, tracking, referring and following up on over 6000 cases per month.

Currently, the CCCM Cluster Somalia is in the process of rolling out a platform update to its CFM system utilizing a software that will allow partners to provide enhanced ticket tracking and tracking of externally referred cases which makes up most cases filed through CCCM CFMs. The use of this system will require CCCM partners to learn a new software which will require enumerator and focal point trainings and frequent troubleshooting of issues pertaining to the system. Moreover, the Accountability Assistant will serve as the focal point for CCCM CFM operations holding frequent meetings and follow up with various response clusters and individual agencies.  As accountability and action tracking will continue to be a pertinent issue in the Somalia humanitarian response, the Accountability Assistant will work to share key trends and bottlenecks from the CCCM CFM driving to ensure that complaint referrals are properly actioned by response clusters and agencies.

The Senior CCCM Cluster accountability assistant will support on managing the cluster’s upgraded common complaints feedback mechanism (CFM) serving as focal point for operational CCCM agencies and the global Zite Manager team. The accountability assistant will provide support to CCCM partner CFM focal points supplying frequent trainings with partners, coordinating with cluster focal points and creating tailored information products displaying CFM trends and action tracking.

Role objectives

• Assist the cluster as Zite Manager CFM support for the CCCM Cluster working closely with Cluster Coordinators, the global CCCM Cluster and CCCM partners that are implementing CFM activities.
• Provide technical training on Zite Manager’s software to CCCM partner focal points and field staff ensuring that agencies are adept at using the platform.
• Serve as technical focal point for the CCCM Zite database with frequent troubleshooting and bug fixing activities.
• Work to continuously produce and evolve information products that are produced through the ZIte Manager software. Frequently present analysis and ticket tracking data during high-level meetings.
• Play a pivotal role in the broader roll out of Zite Manager supporting CCCM agencies and new partners in commencing CFM operations with on-the-job assistance.
• Work with the CCCM Cluster Team at developing community engagement and accountability strategies serving as focal point for Satisfaction Surveys and other community engagement activities spearheaded by the CCCM Cluster Somalia.
• Operate closely with agencies that aim to produce a common CFM platform for Somalia facilitating  the CCCM Cluster’s participation and overall support for such endeavors.
• Support the roll out CCCM Cluster CwC strategy guidelines through working closely with the Community Engagement Taskforce and CCCM partners with modalities of engagement field tested and suitable for the Somalia context.
• Perform other duties as may be assigned.

Project reporting

CCCM Cluster Coordinator