Complains Reporting Mechanism Officer

Contract

This is a DRC - National contract. More about DRC - National contracts.

DRC Somalia/Land

DRC has been operating in Somalia since 1998 using the protection of human rights framework. Somalia is experiencing a devastating humanitarian crisis, with nearly 80% of the population in need of some form of humanitarian assistance. DRC in Somalia is scaling up the operation in emergency response through an integrated approach accessing hard to reach populations

Overall Purpose of the Role:

DRC recognizes the importance of public access to information for accountability and good governance, and for enabling citizen participation to be meaningful. It addresses this challenge by harnessing ICTs solutions to beneficiary feedback. The need for ICT solutions is to foster staff and beneficiary/citizen participation, by encouraging citizens to “express their demands, aspirations, engaging in the process of formulation of humanitarian interventions, planning, monitoring and evaluation”.

The contender will focus on CRM activities relating to the country office. The major tasks will be to respond to all SMS/Call complaints coming from different areas across Somalia, again promoting the mainstreaming of CHS across all projects implemented by DRC in Somalia. The CRM officer will constantly check with area MEL focal persons/officers on challenges faced in promoting and facilitating CHS mainstreaming as part of quality and evidence programming.

The CRM Officer will develop and share CHS plans for specific areas as outlined by his/her duties which should be shared with the MEAL manager for approval and execution. In addition, the officer will timely collect data, analyze, and compile monthly trend reports for complaints and feedback across Somalia. The reports will be utilized by management to make real-time decisions based on the trends and recommendations drawn from the findings in each area and ultimately from the entire country. The officer will also follow up on complaints and feedback gaps noted from different offices, where feasible plans will be drawn to improve quality and evidence reporting. He will support capacity-building initiatives, particularly for CHS-related issues for DRC Somalia with the help of the Country MEAL Manager.

He 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, and case studies, and taking videos, and 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 program database as part of deliverables for the Somalia office every month.

Responsibilities

Complaints and feedback database

• Accessing and responding to mobile complaints as part of SMS and calls, compiling monthly trend reports to inform management on real-time issues shared by beneficiaries.
• Conduct regular field visits to DRC project locations across different locations in Somalia to identify CHS gaps and for capacity building on MEL focal point persons.
• In consultation with the Country MEAL Coordinator, manage DRC beneficiaries’ feedback system, and carry out the day-to-day activities of the Beneficiary Feedback System, in particular, receive, classify, translate, and report the SMS from DRC beneficiaries.
• Train the communities, partners, and DRC staff to support the SMS feedback.
• Conduct regular field visits to DRC project locations to monitor the Beneficiary Feedback System.
• Follow up on all the complaints with the 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 complains about, or request.
• Regularly follow up with the MEL focal point person, DRC staff, and implementing committees to make sure all pending beneficiaries’ feedback is resolved.
• To contact the beneficiaries, local DRC staff, and implementing committees to make sure what has been received.
• Follow up on the Shaqodoon contracts and issues related to the system
• Carry out any other tasks as given by the MEAL-manager
• Ensure consistent documentation of feedback received with clear beneficiary details including place, name, what he/she complains about, or request.
• Regularly follow up with the MEL focal point person, DRC staff, and implementing committees to make sure all pending beneficiaries’ feedback is resolved
• Ensure mobilization of beneficiary feedback is done across the program and when in the project locations, in liaison with MEL focal person across Somalia.
• Carrying out SMS rolling out the system to DRC programs areas and developing implementation schedule.
• Ensure mobilization of 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 SMS and other means of beneficiary feedback in the respective areas and preparation of quarterly updates on the same.

Core humanitarian responsibilities

• Develop CHS plans by the self-assessment gaps identified, follow up, and carry out capacity building accordingly.
• Assist the Country MEAL Coordinator to carry out the yearly CHS to identify compliance of the office to 9 CHS commitments.
• Share progress on area offices on implementing CHS commitments during the annual meeting

About you

In this position, you are expected to demonstrate DRC’s five core competencies:

• Striving for excellence: You focus on reaching results while ensuring an efficient process.
• Collaborating: You involve relevant parties and encourage feedback.
• Taking the lead: You take ownership and initiative while aiming for innovation.
• Communicating: You listen and speak effectively and honestly.
• Demonstrating integrity: You act in line with our vision and values.

Qualifications and Experience

• Degree in Social Science/Development studies
• Degree or Diploma in ICT
• More than a year of experience in Monitoring and Evaluation experience (essential)
• Capacity to produce high-quality briefs and reports in English.
• ICT Skills
• Database skills
• Report compilation Skills
• Interpretation of the Somali language into English

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 Non-Management H1

Availability: 1st August 2023

Duty station: This position is based in Mogadishu – Somalia; with frequent travel to different area offices

Reporting Line: MEAL 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 15th July 2023