Complaint Response Mechanism Officer

Complaint Response Mechanism Officer

Overall purpose of the role: (1-2 sentences)
Responsible for comprehensive, secure grievances database to log in and follow up on project beneficiaries complains and concerns in a confidential manner.

Responsibilities: (in bullet points)
The specific functions and responsibilities of the CRM focal point include:

Resolution

• Receives non-sensitive feedback from the CRM staff/MEAL department – and delegates issues for resolution to relevant staff within their team
• Communicate grievance-related information to the community in a clear and timely manner, ensuring confidentiality and sensitivity around child protection matters
• Ensures relevant team members follow-up within appropriate timeframes (as per complaint categories) to resolve issues raised
• Oversees actions taken to resolve feedback are clearly recorded and communicated back to the CRM/MEAL department for logging (either by them or the responsible staff member responsible for following up)
• Responds to CRM/MEAL team on requests for information, where it is available, so immediate feedback can be provided to beneficiaries
• Provide regular updates on the grievance mechanism's performance to management and stakeholders, including any child-sensitive social protection-related concerns or incidents.
• Prepare periodic reports summarizing the grievances received, their status, and the actions taken, highlighting any child-sensitive social protection-related issues.

Promotion

• Provides input to the most appropriate modality, IEC materials and approach to community sensitization of the CRM
• Ensures the CRM is routinely promoted and understood by communities
• Organises and assists with community meetings (where appropriate) to promote the CRM and documents informal feedback via complaint forms to be shared with the CRM staff of the MEAL department
• Supports the CRM/MEAL team (where required) to report back to people of concern on feedback received, actions taken and issues still pending
• Collaborate with the organization's management and community engagement teams to integrate the grievance mechanism into broader stakeholder management processes, with a focus on strengthening child-sensitive social protection

Requests presence of CRM/Accountability staff to manage helpdesk

• Plans in advance with CRM/MEAL staff for them to operate a helpdesk for upcoming activities so feedback and complaints are adequately captured by an independent unit (e.g. at registrations, distributions or other events), separate to implementing teams
• Supports the CRM/MEAL staff with resources prior (e.g. desks/tables/securing an appropriate location) to be able to manage the helpdesk function independently

Mainstreaming of CRM

• Ensures that the CRM is promoted as much as possible and integrated into in all future ongoing activities of their team (post-pilot phases)
• Assists in selecting the most appropriate modalities and IEC materials for new projects/or activities based on the individual location, target population, literacy levels and access.

Experience and technical competencies: (include years of experience)

• At least 3-5 years of experience within the field of grievance and complain response mechanisms and community engagement.
• Strong understanding of basic beneficiary selection, issues identification, follow up and resolutions
• Strong government and local authority engagement efforts
• Effective and timely response of to all beneficiaries complains and escalation of high-risk issues.
• Working experience and knowledge of the local duty station
• Able to adapt to changing situations as required.
• Able to work well under pressure and in adverse condition

Education: (include certificates, licenses etc.)

• Degree in social science, public administration, Business administration, IT, developmental studies or any other relevant degree.
• Computer literacy and statistical data management
• Languages: Good command of English and Somali - spoken and written

Conditions
Contract: 12 months with the possibility of extension, subject to funding and performance. Salary and other conditions are offered by DRC’s Terms of Employment for National Staff; Employment band None Management H2.

Availability: 1st December 2024

Duty station: This position is based in Jalalaqsi

Reporting Line: Project Manager

Providing equal opportunities, we are committed to creating an inclusive and positive work environment based on mutual respect for all employees. All applicants are considered for employment without attention to race, age, ability, ethnicity, nationality, religion, gender identity, sexual orientation, marital status, or any other factor. At DRC we celebrate diversity and appreciate our employees for the people they are and their unique skills, backgrounds, and perspectives. We encourage all interested candidates to apply.

Promoting high standards: DRC’s capacity to ensure the protection of and assistance to refugees, IDP, and other persons of concern depends on the ability of our staff to uphold and promote the highest standards of ethical and professional conduct about DRC’s values and Code of Conduct, including safeguarding against sexual exploitation, abuse, and harassment. DRC conducts thorough background checks as part of the recruitment process

Application and CV
All applicants must upload a cover letter and an updated CV (no longer than four pages) in English. Applications sent by email will not be considered

Qualified Female candidates highly encouraged to apply
DRC only accepts applications sent via our online application form on www.drc.ngo under Vacancies.

Please submit your application and CV in English no later than 10th October 2024.

Department: , Nairobi

Location: Jalalaqsi

Application deadline: 10 Oct 2024