2023-03-14

Complaints Response Mechanism Assistant – Dolow, Somalia

Dolow, Somalia
Posted on March 14, 2023

DRC

Complaints Response Mechanism Assistant – Dolow, Somalia

Organization: DRC – Danish Refugee Council
Location: Dolow
Closing Date: 2023-03-21

Background:

The DRC Somalia Programme is the largest programmes in East Africa region and has been providing relief and development services since 1997. DRC is among the INGOs with the largest presence in Somalia, with country-wide programmes implemented through six main sub offices in Somaliland, Puntland, Hiran Region, Gedo Region, Bay Region and Banadir Region. Using a human rights framework, the DRC Somalia operations focuses mainly on people who are affected by displacement, including refugees, internally displaced, and migrant.

Overall Purpose of the role:
He/she will collaborate with the implementation team as assigned by the MEAL manager and Area managers/Programme coordinators in reviewing and preparing annual CRM/CHS reports. He will be responsible to collect stories of significant changes, case studies, take videos, pictures as part of enhancing impact monitoring that relates to beneficiary feedback and complaints across DRC coverage. He/she will also be responsible to update the programme database as part of deliverables for Somalia office on a monthly basis.

Responsibilities:
•   Regularly update Complaints and feedback database
•   Conducting accountability checks by reaching out sampled beneficiaries after every cash distribution to collect feedback.
•   Responding to calls from beneficiaries’ complaints, compiling monthly trends report to inform management on real time issues shared by beneficiaries.
•   Conduct regular field visits to DRC projects locations across different location in Jubbaland to collect face to face feedback.
•   Assist CRM Officer in training the communities, partners, and DRC staff to support the SMS feedback.
•   Follow up on all the complaints with complaint team and ensure that timely feedback is provided to the beneficiaries.
•   To the extent possible share with relevant project managers’ summary beneficiary feedback to be included/captured in program reports, like place, name, what he/she complains about, or request.
•   Ensure consistent documentation of feedback received with clear beneficiary details including place, name, what he/she complaints about, or request.
•   To contact the beneficiaries, local DRC staff and implementing committees to make sure what has been received.
•   Carry out any other tasks as given by the Country CRM Officer
•   Ensure consistency in documentation of feedback received with clear beneficiary details including place, name, what he/she complains about, or request.
•   Ensure mobilization on beneficiary feedback is done across the program and when in the project locations, in liaison with MEL focal person.
•   In collaboration with the CCCM team, ensure the successful implementation of Zite Manager in jubbaland,Somalia.
•   Ensure mobilization on beneficiary feedback is done across the program and when in the project locations, review any means of verification in this regard. Where not done, ensure that every opportunity is taken to facilitate the process.
•   Assessing the use of CRM channels in the respective areas and preparation of quarterly updates on the same.
•   Core humanitarian responsibilities
•   Develop CHS plans in accordance to the self-assessment gaps identified, follow up and carry out capacity building accordingly.
•   Assist the Country CRM Officer to carry out the yearly CHS to identify compliance of the office to 9 CHS commitments.
•   Share progress on area office on implementing CHS commitments during the annual meetings
Education, experience & technical competencies. (include years of experience)

Essential:
•   Degree in Social Science/Development studies
•   Degree or Diploma in ICT
•   More than a year experience in Monitoring and Evaluation experience (essential)
•   Capacity to produce high-quality briefs and reports in English.

Languages:
• Fluency in written and spoken Somali & English.

ABOUT YOU

In this position, you are expected to demonstrate DRC’ five core competencies:
•   Striving for excellence: You focus on reaching results through the Regional team both to position DRC and ensure excellence in all deliverables
•   Collaborating: You lead regional initiatives and processes by involving relevant parties and encouraging feedback.
•   Taking the lead: You take ownership and initiative while aiming for innovation.
•   Communicating: You listen to other stakeholders and staff; and you communicate concisely and persuasively.
•   Demonstrating integrity: You act in line with DRC’s vision and values
Conditions

Availability: April 2023

Duty station: Dolow

Reporting to: Area Manager

Duration: 9 Months with possibility of extension based on performance and funding

Contract: This position is graded as Band I-Non-Management for qualified national staff and the terms of employment will be in accordance with DRC terms for national staff.

The position is open to Nationals ONLY
Gender Equality: DRC is committed to achieving gender parity in staffing at all levels. In light of this, women candidates are particularly encouraged to apply to bridge the gender gap.
Equal Opportunities: DRC is an equal opportunity employer. We value diversity and we are committed to creating an inclusive environment based on mutual respect for all employees. We do not discriminate on the basis of age, sex, disability status, religion, ethnic origin, color, race, marital status or other protected characteristics.
Commitments
DRC adheres to the Core Humanitarian Standards. All staff are required to contribute to the achievement of these standards.

DRC has a Humanitarian Accountability Framework, outlining its global accountability commitments. All staff are required to contribute to the achievement of this framework.

For general information about Danish Refugee Council, please visit www.drc.ngo

Application:
Interested candidates who meet the required qualifications and experience are invited to submit updated CV and cover letter explaining their motivation and why they are suited for the post. We only accept applications sent via our online-application form on www.drc.ngo under Vacancies.

Please forward the application and CV, in English through the online application on www.drc.ngo under Vacancies no later than 21st March 2023.

If you have questions or are facing problems with the online application process, please visit drc.ngo/jobsupport

Apply Here

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