CRM Officer

Background

Terre des Hommes Netherlands (TdH-NL) is an international NGO committed to stopping child exploitation globally, the most serious violations of the rights of the child, is the core of Terre des Hommes Netherlands’ work. In line with the UN Convention on the Rights of the Child (UNCRC) and International Labour Organization (ILO) standards as laid down in Conventions 138 and 182, our definition covers: child trafficking and unsafe migration; sexual exploitation of children; the worst forms of child labour; and child abuse including violations of the sexual and reproductive health rights (SRHR) of adolescents and retrogressive cultural practices such as child marriage and female genital mutilation. In addition, humanitarian assistance is an integral part of our activities, in particular child protection and stopping child exploitation in emergency situations. We work a lot with local partners, so we keep a good view of the local problems. Our partners know the culture and know how best to help children who are being exploited. This allows us to better organize our programs.

In East Africa, Terre des Hommes Netherlands works in Kenya, Uganda, Tanzania and Ethiopia. We support child victims of exploitation with safeguarding, education, livelihoods support, psychosocial support, legal assistance, shelter, job opportunities and medical care; while at the same time targeting highly vulnerable children, who are at risk of being exploited, in our prevention activities. We launch public and media campaigns to create awareness on our focus issues and carry out local research into the extent and nature of abuse and exploitation of children.

Terre des Hommes Netherlands  (TDH-NL) has been operational in Ethiopia since 2016 and registered in Ethiopia in 2017, carrying out child protection projects within four child protection themes: the Commercial Sexual Exploitation of Children (CSEC), the Worst Forms of Child Labour (WFCL), Child Trafficking and Migration (CTM), and Child Abuse (CA) in the form of Sexual and Reproductive Health Rights.  With a management structure in Addis Ababa, TdH is currently implementing Emergency and Development projects in the Amhara regional state.

Our Vision: Terre des Hommes Netherlands works towards a world where all children have a decent life and can grow up to be independent adults. A world in which children are no longer exploited. We will continue our work until this is accomplished.

Our Mission: Terre des Hommes Netherlands prevents child exploitation, removes children from exploitative situations and ensures these children can develop themselves in a safe environment.

Objective:

The CRM Officer is responsible for ensuring compliant response mechanisms are in place in all TdH´s humanitarian project sites to strengthen the quality and accountability of TdH´s emergency response.  The CRM Officer is the first point of contact for beneficiary complaints.

The CRM Officer works under the direct supervision of the Protection Program Officer and closely works with the field project and support team.

 Key responsibilities 

• Receive complaints and feedback via the CRM desk and hotline and ensure all information is properly documented.
• Receive complaints and feedback referred from field protection staff, partners and community and ensure proper record, report and feedback.
• Maintain an effective record and filing system for all complaints solved and pending issues
• Compile data and submit internal and accurate reports to the concerned project staff on a daily basis.
• Ensure that confidentiality of complaint data is respected.
• Respond to beneficiaries’ complaints as per the Complaints Response Mechanism (CRM)
• Ensure follow up of decisions taken.
• Build staff awareness and commitment to complaints mechanisms, ensuring that all SOPs are respected.
• Liaise with field project staff to ensure that feedback and complaints are addressed and resolved.
• Support the MEAL officer in developing structure and methods for managing the complaints and feedback in the field as well as maintaining the integrity of information received.
• Develop and maintain effective working relationships with relevant stakeholders including community leaders and other humanitarian partners and service providers.

 Others responsibilities:

•  Ensure strict compliance to TdH´s national and international policies, procedures and practices, including adherence to Do No Harm and child protection.

The responsibilities listed in the job description are not exhaustive and may be readjusted according to operational needs but will remain in line with the overall purpose of the role

Duty Station: Amhara Region, North Wollo (100% field based)

Contract Duration: 4 months with possibility of extension

Reports to: Protection Program Officer

Staff directly reporting to this post: None

Budget Responsibilities: None

Required:

• Bachelor degree in Social science.
• At least with 3 years relevant experience in developing and maintaining accountability and learning activities.
• Demonstrated knowledge of accountability especially feedback mechanisms concepts and international humanitarian quality standards.
• Ability to synthesize complex information and communicate it effectively to diverse audiences; ability to design and implement efficient workflows and procedures.
• Fluency in English and Amharic; excellent written and oral communication skills.
• Computer proficiency in Windows environment and data management softwares.
• Willingness to deploy in multiple locations.

 Desired

• Knowledge of TdH

• Knowledge of the  local context.
• Knowledge of Project management, including project design, implementation, and evaluation.
• Knowledge of  additional local language skills is considered an asset.

Competency profile

•  Analytical capacity: understand complex issues by logical reasoning, investigation of potential causes.
• Networking: builds relationships and networks that are helpful when realising objectives and utilises informal networks to get things done.
• Striving for excellence: focus on results while ensuring efficiency.
• Integrity: act based on TdH´s mission and values.