Community Feedback Response Officer – Woldiya/Kobo

The role holder is required to carry out the duties in accordance with the SCI Fraud, Bribery, and Corruption policy and code of conduct. The key responsibilities include understanding and complying with the SCI policies and procedures, not committing any act of fraud, bribery, or corruption, understanding risks in their area/role, and implementing mitigation measures, report any suspected fraud, bribery, or corruption immediately, declare conflicts of interest in accordance with internal procedures and complete mandatory training related to ethics and anti-fraud measures

WFP in collaboration with government stakeholders identified beneficiaries for humanitarian

cash assistance for IDPs and returnees acrossvarious locations in Oromia and Amhara regions. SCI has secured funding from WFP to assistthe implementation of cash assistance program for IDPs(humanitarian beneficiaries) and returnees.

Save the Children Ethiopia (SCI) is implementing WFP-funded biographic digital registration andcash assistance activities, including QR-based verification and cash disbursement coordination with Financial Service Providers (FSPs).

The Community Feedback Response officer (CFRO)is responsible for establishing, managing, and strengthening accountability and feedback mechanisms throughout Digital biographic registration (including QR code issuance), Cash distribution cycles and Post-distribution follow-up. And ensuring community feedback response mechanisms are in place at joint WFP/SCI’s cash based assistance on the existing hotline numbers   and through different channels and records on the FRM automation system/database export.

The CFRO will serve as the primary focal person for complaints, feedback, inquiries, and safeguarding concerns,  ensuring timely resolution, documentation, confidentiality, and closing the feedback loop in accordance with SCI and WFP accountability standards

• Reports to: Field coordinator
• Dimensions: works technically with MEAL Team Staff directly reporting to this post: none Budget responsibility: none
• Context: Emergency cash assistance for IDPs and returnees

Accountability & Community Feedback Management (Registration & Cash Phases)

• Assist the field coordinator-cash assistance in ensuring that accountability andparticipation are integral elements of all aspects of the organization’s approach to MEAL
• Establish and manage functional Complaints and Feedback Response Mechanisms (FRM) during Household digital registration, QR code issuance and Cash disbursement
• Support the field coordinator and monitoring officer in developing the associated tools required to implement the accountability and participation minimum requirements to ensure that roll-out is standardized across operational areas (e.g. information posters, complaints database, child-friendly methodology guidance)
• Coordinate and oversee thedevelopment and maintenance of appropriate databases to accurately track data collected from WFP funded cash based assistance program.
• Set up and managefeedback channels including Help desk at registration and cash sites,Hotline service, In-person complaint desks and Community feedback committees (where applicable
• Compile and produce qualitymonthly accountability reportsas per the SCI’s and WFP requirements;

documentation/sharing of success stories, best practices, and lessons learned regularly.

•   Ensure complaints related to Inclusion/exclusion errors, pre-registration list discrepancies, QR code loss/damage, Transfer amount discrepancies, FSP-related issues and Protection or safeguarding concerns are recorded, categorized, and addressed promptly.

•   Ensure strict confidentiality and data protection standards

Registration Phase Support (Digital Biographic Registration)

•   Be present during registration exercises at FDPs

•   Ensure the Hotline Service functions very well and generates evidence for learning and decision-making practices

•   Keep quality data related to accountabilities (collected from the community) through various feedback channels

•   Be a focal person for collecting feedback from the community through established help desk or feedback committee elected from communities. Take a leading role in managing feedback and complaints mechanisms at field level

•   Identify the profiles, needs, and expectations of the beneficiaries

•   Record clear and accurate details of requests for information, community, and children feedback, reported by the caller.

•   Monitoring the implementation of the feedback’s decision, remedy, and recommendations on SCI/WFP at all times

• Will closely work with the Field Coordinator, Cash assistant officer and the monitoring officer for the day-to-day implementation of the Accountability mechanisms strategy And Coordinate with Team Leader, Enumerators, Verifiers, Crowd controllers, and WFP focal persons
• Support the field coordinator and monitoring officers to produce customized dashboards for reporting;
• Provide timely reports to the field coordinator and monitoring officer on a monthly basis.
• Follow up with the closing of the loop within appropriate deadlines. And provide immediate updates to Field Coordinator and WFP focal person on critical issues
• Ensure complaints during Verification desk process, QR code issuance, and Biographic data capture are resolved or escalated as per case type and track and document number and type of registration-related complaints and daily trends and recurring issues
• Ensure that the confidentiality of Feedback data is respected.

Cash Distribution phase support

• Support community sensitization regarding transfer value, disbursement schedule, required documentation and QR code safekeeping
• Ensure clear messaging on Who to contact if QR codes are lost/damaged and how to report underpayment or non-receipt
• Monitor crowd control and beneficiary experience at cash distribution sites.
• Follow up with FSP and field teams to ensure correct transfer amounts, accurate QR code scanning and proper documentation and signature collection and verify that distribution lists match FSP reports.