Position: NFI Complaint Response Mechanism Assistant
Report to: NFI Field Coordinator
Location: West Nile - Bidibidi, Imvepi, Omugo and Rhino camp Refugee Settlements
Purpose of the position:
To support the project in systematic data collection and management of up to date databases for timely and evident reporting, to ensure quality programming and accountability within the framework of World Vision and donor standards and guidelines.
Take lead in the development and design of a Multi Sectoral database to facilitate evident reporting across the complementary sectors of Hot Meal, NFI, General Food Distribution and social protection.
Take lead in compilation, generation and update of the master beneficiary list converted from the Passenger Manifests in order to facilitate the process of timely generation of a beneficiary list for food distributions.
Perform Routine data processing and entry and assist in data analysis & preparation of monthly complaint reports.
Take lead in the generation of a complaint log indicating their resolution and status per complaint registered.
Maintain confidentiality and observe data protection and other associated guidelines.
Ensure compliance and processing protocols in order to meet standards for quality and accuracy.
Give updates on issues related to data quality and assist in implementing actions to address compromise in data quality
Conduct data quality assurance of the data entered.
Accountability and Humanitarian Principles
Take lead in the establishment of Complaint Response Mechanism committee consisted of WFP, OPM, UNHCR and WVU.
Participate in the setup of a Robust Community help desk as a forum to receive community issues and provide timely feedback
Participate in the process of selection and establishment of community help desk Assistants to support the community help desk committees at the settlement level.
Establish that master beneficiary list is printed one week prior to the distribution and the list displayed at the various FDPs to enable the community cross check their names and provide feedback on any complaints to be addressed prior to the distribution.
Coordinate with OPM in case of complaints beyond World Vision like lost cards to enable the replacement process.
Ensure that a functional help desk is set up at all distribution points to record and register complaints.
Take lead in the generation of complaint log of all complaints registered
Take lead in the resolution process and ensure that all complaints are resolved in a timely manner with a maximum of 30 days before the next distribution.
Set up a system that should gather complaints not only limited to distribution day but comprehensively covers any food related issues.
Together with Help Desk Assistant and the Field team sensitize the community on the availability of the help desk
Coordinate with the relevant stakeholders in problem solving to bring solutions for the complainers.
Develop an efficient complaints mechanism that will be shared with partners
Learning and Reporting:
Prepare monthly and Quarterly CRM progress reports.
Ensure all complaints from the communities are documented, processed and responded back to the complainers.
Facilitate the process of dissemination of findings to the Field teams.
Take lead in documentation of best practices, lessons learnt in Complaint Response Mechanism.
Take lead in the documentation of human interest and success stories on the complaint response Mechanism.
Staff capacity building:
Help to train community help desk assistants and beneficiaries on Community Response Mechanism (CRM), and in dissemination of M&E/HA monthly reports to project staff.
Strengthen the role of the Food Management Committees (FMCs), RWCs and Women Representatives to handle and record complaints.
Back stop, mentor and support the community help desk Assistants and community help desk committees.
Qualifications: Education/Knowledge/Technical Skills and Experience
The following knowledge, skills and abilities may be acquired through a combination of formal schooling, self-education, prior experience or on-the-job training.
Minimum education level - Diploma in Statistics or IT.
This position requires a person who is self-starter, who can accomplish the task with minimal or no supervision. He/she should be able to cooperate with other units. He/she must be keen on details and well organized individual.
Past experience preferable with in an emergency refugee setting.
Experience in database management.
Strong interpersonal and intra personnel skills.
Multi diversity and ability to easily establish rapport
Knowledge of the local South Sudanese languages is an added advantage i.e. Arabic, Kakwa