Complaints and Feedback officer

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

Save the Children Ethiopia (SCI) is implementing WFP-funded biographic digital registration and cash 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 the development and maintenance of appropriate databases to accurately track data collected from WFP funded cash based assistance program.
• Set up and manage feedback channels including Help desk at registration and cash sites, Hotline service, In-person complaint desks and Community feedback committees (where applicable
• Compile and produce quality monthly accountability reports as 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.

Accountability:

• holds self-accountable for making decisions, managing resources efficiently, achieving and role modelling Save the Children values
• holds the team and partners accountable to deliver on their responsibilities – giving them the freedom  to deliverin the best way theysee fit, providing the necessary development to improve performance and applying appropriate consequences when results are not achieved.

Ambition:

• sets ambitious and challenging goalsfor themselves and their team, takes responsibility for their own personal development and encourages their team to do the same
• widely sharestheir personal visionfor Save the Children, engagesand motivates others
• Future orientated, thinks strategically and on a global scale.

Collaboration:

• builds andmaintains effective relationships, with their team,colleagues, Members andexternal partners and supporters
• values diversity, sees it as a sourceof competitive strength
• Approachable, goodlistener, easy to talk to.

Creativity:

• develops andencourages new and innovative solutions
• Willing to take disciplined risks.

Integrity:

• honest, encourages openness and transparency; demonstrates highest levelsof integrity

• Bachelor’s degree in economics, social sciences, public or business administration, or equivalent

• 2-4 yearsof experience workingin customer serviceroles. NGO experience is preferred butnot essential.
• Ability toorganize work, maintain self-control when working under pressure, andmulti-task effectively
• Strong communication skills in English, and Somali (In addition to Amharic) is mandatory
• Team player with experience in a multi-cultural environment
• Desirable
• Demonstrate ethicaland professional competencies by respecting feedback provider confidentiality.
• Address needs andrequests in a professional manner.
• Handling callsthat can be distressful, ensuring that such callsare treated with the degreeof empathy and understanding commensurate with the sensitivity of the call and the vulnerability of the caller.
• Report any incident or act that causes any harm to focal points
• Multilingual speakers, but Afaan Oromo and English are mandatory.

The duties and responsibilities as set out above are not exhaustive and the role holder maybe required to carry out additional duties within reasonableness of their level of skills and experience. The program manager is expected to cover emerging assignments in the humanitarian program operations

The role holder is required to carry out the duties in accordance with the SCI Equal Opportunities and Diversity policies and procedures.

We need to keep children safe so our selection process, which includes rigorous background checks, reflects our commitment to the protection of children from abuse.

The role holder is required to carry out the duties in accordance with SCI Health and Safety policies and procedures.