Complaints Response Mechanism (CRM) Specialist (For Internal)

Contract

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

WHO ARE WE?

The Danish Refugee Council assists refugees and internally displaced persons across the globe: we provide emergency aid, fight for their rights, and strengthen their opportunity for a brighter future. We work in conflict-affected areas, along the displacement routes, and in the countries where refugees settle. In cooperation with local communities, we strive for responsible and sustainable solutions. We work toward successful integration and – whenever possible – for the fulfillment of the wish to return home. The Danish Refugee Council was founded in Denmark in 1956 and has since grown to become an international humanitarian organization with more than 7,000 staff and 8,000 volunteers. Our vision is a dignified life for all displaced. All of our efforts are based on our value compass: humanity, respect, independence and neutrality, participation, and honesty and transparency.

ABOUT THE JOB

The Complaints Response Mechanism (CRM) Specialist leads and supports the establishment and functioning of effective and quality accountability systems of DRC Afghanistan Country programs, in line with the Core Humanitarian Standards (CHS) and will be responsible to closely collaborate with MEAL Manager and Area level MEAL staff in doing so. The CRM Specialist will lead the team in updating and rolling out a new Accountability Framework focusing on implementation of CHS by all relevant departments. The CRM Specialist will primarily be responsible to set up, roll out and maintain an effective, cross-sector, country-wide Complaints Response Mechanism in line with CHS5 where s/he will receive, record, categorize, refer and respond to any complaint or feedback given by people in DRC targeted communities. S/he will oversee referrals and liaison with Programme teams and Senior Management to ensure complaints are addressed and resolved in a timely and satisfactory manner for our beneficiaries. The CRM Specialist will also be responsible to ensure DRC Afghanistan strictly adheres to the CHS, with a particular focus on community consultation and participation, transparency, and information-sharing (CHS4), as well as relevance, quality and timeliness of DRC response (CHs1 & 2). Finally, the CRMO will also strengthen our accountability systems by actively contributing to organizational learning (CHS7) through the provision of monthly analysis and reports of community complaints and feedback trends

Responsibilities:

Complaints Response Mechanism set up and roll out

• Lead in developing CRM SOPs and ensuring that an accessible, effective, efficient and quality CRM is in place for beneficiaries through close collaboration with Programme teams
• Assist Risk and Compliance Manager in providing training to communities of concern in the field about DRC Afghanistan Code of Conduct
• Lead consultation process with communities to re-assess the CRM set up and functioning after one year of implementation
• Lead and train CRM focal points on how to set-up CRM systems in the area offices and communities, and follow-up to ensure the SOPs are being followed by CRM focal points and MEAL teams.

Complaints Response Mechanism management

• Collaborate closely with IM Specialist to always ensure and maintain data confidentiality in line with CHS3 and the Do No Harm principle
• Receive, record, and categorize all complaints and feedback through central Hotline, field staff and other registration modalities into the CRM Database according to provided guidelines on sensitivity levels in CRM SOPs
• Ensure that all complaints and feedback acknowledged
• Make appropriate and timely referrals to Referee Focal Points as per SOPs
• Ensure timely and quality follow up of actions taken by Programme teams or relevant Referee Focal Point as per SOPs
• Provide clear and timely response about decision made / action taken to complainant as per SOPs
• Implement the CRM system according to the SOP

Complaints Response Mechanism analysis and reporting

• Compile Master CRM Database on a weekly basis based on databases provided by area-level MEL Officers
• Ensure completeness and accurateness of data entered in CRM Database
• Lead data analysis processes of CRM data
• Develop and update CRM dashboard on a monthly basis
• Prepare and disseminate Monthly, Quarterly, and Annual CRM Reports with MEAL Manager, including appropriate visualizations, and present to SMT, AMs, APMs, and other internal stakeholders
• Incorporate CRM results into Lessons Learned workshops, as well as Lessons Learned discussions in Grants review meetings

Information and participation of affected communities into design, implementation and monitoring of DRC response

• Collaborate closely with programme staff to create a community engagement, consultation and mobilization strategy in project design and project implementation
• Collaborate closely with Programme staff to design information leaflets, brochures and posters / banners providing details to beneficiaries about the project they are part of

Capacity Building

• Provide trainings for partners on CRM standard practices, tools, and approaches
• Provide trainings for CRM focal points, MEAL staff, and AMs/APMs on DRC’s CRM system (how to use, tools, etc.). As needed, provide refresher trainings for DRC staff on CRM (with a focus those working directly with beneficiaries).
• Provide support and guidance for MEAL Assistants and other staff at the Country Office in regard to CRM activities

Contribute to the Collective Analysis for the Accountability to Affected Populations (AAP) Working Group (cluster)

• Submit monthly data for the cluster and monthly digests/dashboards
• Participate in the AAP WG meetings and FRM Sub-working group meetings

ABOUT YOU

To be successful in this role you must have:

Experience and technical competencies:

• Minimum 5 years of relevant experience within the humanitarian field
• Minimum 3 years of relevant working experience in Accountability practices and CRM systems
• Experience from working in complex and volatile contexts
• Excellent interpersonal, communication and listening skills
• Ability to work with people from various groups and background
• Understanding of and sensitivity to specific needs of most vulnerable populations
• Strong experience in data entry, data classification and handling of referral mechanisms
• Demonstrated commitment to the do no harm principle and safeguarding of sensitive / confidential data
• Good level of proficiency in Word, PPT, Windows Excel
• Capacity to think critically and analyses quantitative and qualitative data
• Capacity to produce high-quality reports and analysis
• Demonstrated commitment to meet deadlines and high degree of autonomy in his / her work

Education/qualifications:

• Bachelor’s Degree in social sciences, humanitarian and/or development studies, Statistics, Management Information System, M&E, PCM or fields related to the position
• Maters, Diplomas or Certification in Social Sciences, Accountability, Community Engagement, M&E, Psychology, or fields related to the position an added value

Languages:

• Fluency in English, both written and verbal
• Fluency in Dari and Pashto, both written and verbal

We Offer:

• Salary and conditions will be in accordance with DRC salary scale

Application process:

Interested? Then apply for this position, all applicants must send a letter of motivation and DRC Job Application form, you can access our job application form from the below link.

DRC Job Application form link: https://www.acbar.org/Document/8060869251.docx

Note: Please attach the completed application form instead of CV along with your letter of motivation to the official DRC Job portal address mentioned in the job vacancy, Only DRC Job application form will be considering, please do not attached your CVs.

Females are highly encouraged to apply.