Complaints Reporting Mechanism Officer

Country Complaints Reporting Mechanism Officer

The Danish Refugee Council (DRC) is one of the world’s leading humanitarian NGOs. DRC is a humanitarian, non-governmental, non-profit organization which has been operating in Somalia since 1997. DRC has mainly focused on Somalis who are displaced by conflict and natural disaster. DRC programs include Protection, Food Security & Livelihoods, Shelter/NFI and Water & Sanitation.

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 country office. The major tasks will be to respond to all SMS/Call complaints coming from different areas across Somalia, again promote the mainstreaming 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 MEAL manager for approval and execution. In addition, the officer will timely collect data, analyse, and compile monthly trends 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 Coordinator.

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, case studies, take videos, 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 programme database as part of deliverables for Somalia office on a monthly

Responsibilities

• Complaints and feedback database
• Accessing and responding to mobile complaints as part of SMS and calls, compiling monthly trends report to inform management on real time issues shared by beneficiaries.
• Conduct regular field visits to DRC projects locations across different location 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, carry out the day-to-day activities of the Beneficiary Feedback System, in particular receive, classify, translate, report the SMS from DRC beneficiaries.
• Train the communities, partners, and DRC staff to support the SMS feedback.
• Conduct regular field visits to DRC projects locations to monitor the Beneficiary Feedback System.
• Follow up on all the complaints with 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 on the Shaqodoon contracts and on 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 on 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 system to DRC programs areas and develop implementation schedule.
• Ensure mobilization on 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 in accordance to 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 meetings

In this position, you are expected to demonstrate each of DRC’ 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 uphold and promote the highest standards of ethical and professional conduct in relation to our values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment.**

About you

To be successful in this role we expect the following experience and technical competencies:

• Degree in Social Science/Development studies
• Diploma in ICT
• More than a year experience in Monitoring and Evaluation experience (essential)
• Capacity to produce high-quality briefs and reports in English.
• Fluent in written and spoken English.

We offer

Duration: 1 Year renewable subject to Performance and Funding.

Contract: Salary and conditions in accordance with the Danish Refugee Council’s Terms of Employment Band Non – Manager H1

Start Date: Immediately

Duty Station: Mogadishu – Somalia; frequency of travel different area offices

Reporting: This position reports to Head of Programme

Commitments: DRC has a Humanitarian Accountability Framework, outlining its global accountability commitments. All staff are required to contribute to the achievement of this framework (http://www.drc.dk/HAF.4265.0.html). All DRC staff must be committed to the Red Cross Code of Conduct, as well as the Core Humanitarian Standards.

Gender Equality: DRC is committed to achieving gender parity in staffing at all levels. In light of this, women candidates are particularly encouraged to apply to bridge the gender gap.

Equal Opportunities: DRC is an equal opportunity employer. We value diversity and we are committed to creating an inclusive environment based on mutual respect for all employees. We do not discriminate on the basis of age, sex, disability status, religion, ethnic origin, colour, race, marital status or other protected characteristics.