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| Complaints Response Mechanism Officer | |||
|---|---|---|---|
| Country | Afghanistan | Province | Herat, |
| Categories | Admin-Clerical, Monitoring and Evaluation, | Type | Full Time |
| Post Date | 2021-07-31 | Close Date | 2021-08-08 |
| Vacancy No | WVA1155 | Gender | Female |
| No Of Jobs | 1 | Contract Duration | 5 Months with possibility of extension |
| Education | Business Administration, Social Science... . | Experience | At least two years experience in a similar job or M&E |
| Organization | Opportunities for you | Salary | As Per WVA Salary Scale |
About Company
About World Vision International: World Vision Afghanistan (WVA) has been working in Badghis, Herat and Ghor provinces for more than 15 years addressing health, education and livelihood and protection issues to improve the well-being of girls and boys. The relationship with the Afghanistan government at the national, provincial, district and village levels is very strong, as is the relationship with the communities in which WVA works. Together with the government and the communities in the target areas, WVA has been working to achieve its national strategy for improving the survival and wellbeing of Afghan girls and boys through building the foundation for a better future for them, their families, and their communities. There are five strategic sectors that World Vision Afghanistan is focusing upon in order to achieve this: Maternal and Child Health and Nutrition, Education, Child Protection, WASH and Livelihoods. World Vision Afghanistan is committed to safeguarding children, young people and adults, and expects all employees, volunteers, and all its affiliates to share the same commitment. We believe every stakeholder and every member of the communities we work with has the right to be protected from all forms of harm, abuse, neglect, harassment, and exploitation - regardless of age, race, religion, and gender, status as an individual with a disability or ethnic origin. WV takes diligent measures to screen out all people who might seek to use WV to harm children or adult beneficiaries, or whose past actions indicate an unacceptable risk of such harm. Therefore, our recruitment policy and procedures include extensive identification checks and an appropriate criminal record/police background check and disclosure of criminal records prior to employment or engagement with WV in order to ensure safeguarding to the fullest extent WVA has been one of the main education partners with Afghan Ministry of Education (MoE) since 2002. WVA education programming provides humanitarian, recovery and development projects to vulnerable out of school children (OOSC) who are affected by conflict/natural disaster, got internally displaced or are returnees from neighbor countries in remote and hard to reach areas. Education in Emergencies (EiE), Community Based Education (CBE), Youths’ Education, Teacher Training for community based and public schools teachers, School Improvement Plan (SIP) and School Construction are the main components WVA Education Programme.
Job Description
PURPOSE OF POSITION:
The purpose of this position is to ensure that the WVA complaints and feedback mechanism is implemented for all the projects implemented by World Vision Afghanistan. The position holder will work closely with the Accountability Specialist and zonal MEAL coordinators to ensure that the CR Mechanisms are functional and ensure WV targeted communities are consulted and the complaints and feedback from the communities are well addressed and responded. She will also be responsible to provide the community with information on WV mandates, code of conduct and on CRM. She will also be responsible to follow the referral mechanism internally as well as externally. The CRM officer will also work closely with all the MEAL team members for adequate and timely reporting on CRM. The CRM officer will be responsible to respond to Toll Free Hot line and register the complaints and feedback received as per CRM Matrix.
MAJOR RESPONSIBILITIES:
- Handling of the Accountability Complaints Response Mechanism ( Hot-line):
- Answer/Listen, process and respond to complaints and guide beneficiaries that seek help through WV hotlines and other CRMs.
- In close coordination with Accountability Specialist ensure that up-to-date programming & other relevant information is available and shared with people in need through hotlines, helpdesk, outreach, and other information sharing platforms.
- Ensure that any feedback or complaint provided through Hotline is entered promptly into the Complaints and Response Mechanism database and reported to the relevant WV staff as per CRM Matrix.
- Ensure that all complaints are channelled internally and follow up with M&E officer responding to pending issues, provide support as needed, and communicate progress back to beneficiaries.
- Follow proper implementation of CRM standard operating procedures and refer all cases to the appropriate focal point.
- Ensure that all complaints that are not addressed within two weeks, or sensitive feedback / complaints are followed up and escalated to management as outlined in the standards.
Data manegement and Reporting :
- Ensure that all information related to complaints is properly recorded and that the logbook/ database is clean
- With coordination of your line manager and safeguarding focal point ensure that sensitive feedback and complaints are channelled through the right process immediately. (Feedback & Complaints especially on child protection issues, staff misconduct, corruption and fraud)
- Ensure that all CRM systems are functional, and are able to retain confidentiality of the people who provide feedback or complaints by regular physical verifications and by other means appropriate and approved.
- Ensure that the supplies / resources are available for the different CRM’s to function without interruption. (Printed forms, secured suggestion boxes, mobile units, etc.)
- Compile analyse and disaggregate monthly complaints and feedback by project, gender and age etc.
- Ensure that daily, weekly and monthly CRM reports are prepared and shared with the supervisor and other relevant staff.
- Periodically check the filing of feedback / complaints in order to ensure compliance with the Accountability and CRM standards and requirements.
- Translation of Accountability related documents in local languages.
Other:
- Adhere to WV Child and Adult Safeguarding policy and standards.
- To be aware and prepared to implement WV Afghanistan Humanitarian accountability system.
- To train projects staff and projects stake holders on CRM, and its usage.
- Building and maintaining relationships with Project managers.
- Display high commitment to confidentiality.
- Address beneficiaries’ feedback and complaints in a professional manner and provide accurate information on SI programs and CRM
- Keep close coordination with M&E officers and zonal MEAL coordination about accountability issues.
Job Requirement
Minimum education, training and experience requirements to qualify for the position:
- At least two years experience in a similar job or M&E.
- University degree related to Business Administration, Social Science, and Management or Statistics.
- Personal Management including initiative, self-motivation and direction.
- Ability to set priorities and undertake new tasks quickly
- Ability to communicate effectively with a wide range of audiences
- Cross –cultural sensitivity, flexible worldview, emotional maturity and physical stamina.
- Ability to work in and contribute to team building environment
- Ability to maintain performance expectations in diverse cultural contexts, psychologically stressful environments and physical hardship conditions with limited resources
- Willing to work at odd hours when necessary
- Willing to travel to project location in Herat, Ghor and Badghis (if security allows)
Language Requirements:
- English (essential)
- Dari (essential)
- Pashto(essential)
Submission Guideline
The application closing date is 08-Aug-2021. Please submit your resume and one-page cover letter outlining how you meet the job requirements by email to wvafg_recruitment@wvi.org.
Please write on the subject of your Email the Vacancy Number (WVA1155) also avoid sending an attachment of big size (above 1024 KB) if you want your application/CV to be considered.
Only shortlisted candidates will be invited for written test and interview.
Local candidates are highly encouraged to apply.
را در عنوان ایمیل خود ذکر کنید (WVA1155) لطفا کد اعلان کاری
Applications with insufficient, incomplete and inconsistent information to make a determination will not be considered.
Phone +93 402231174 | Mobile:+93 799 838 452
Dear Applicants,
Please kindly note: As a mitigation measure, and in order to prevent COVID-19 from spreading, during this time we would not be able to receive hard copies of CVs / Applications. We kindly encourage you to apply online.
متقاضیان محترم
منحیث یکی از تدابیر پیشگیرانه و برای جلوگیری از انتشار ویروس کرونا، در جریان این مدت، ما نمیتوانیم درخواستی ها و خلص سوانح شما را به شکل چاپی دریافت کنیم. از همه شما خواهشمندیم تا از طریق آنلاین درخواستی خود را برایمان ارسال کنید