Job Description

Position title       :               FCRM Operator

Reporting to       :               Accountability Officer

Location               :               Baidoa                                             

Job summary:

Under the direct supervision of the Accountability Officer technical Lead, the Feedback Complaints Response Mechanism/Toll-Free Line Operator is responsible for day-to-day implementation of the Community Feedback and Response Mechanism delivered through the FCRM/Toll-Free Line in Baidoa, Somalia. Main responsibilities are mostly related to Accountability to Affected Populations (AAP) and include administrative handling of feedback and complaints, routine recordkeeping, analysis of feedback, communication, and coordination. The position requires the ability to work closely with a multi-sectorial program team.

The objective of the role is to support the management and response to community feedbacks and complaints for SOS Children’s Village Somalia ran programs in the target districts of Baidoa, Berdale, Buurhakaba, Qansaxdheere and Hudur district by providing timely and reliable feedback and managements of the community responses.

Responsibilities:

1. Management of client’s feedback and/or complaint

• Provide support to projects to establish and implement accountability mechanisms and reporting by working closely with the project field staff to ensure beneficiary (Downward) accountability.
• Manage the toll free line and help projects to manage and report on other mechanisms being used at the project level.
• Serve as point of contact/ and administer the toll-free line feedback channel and occasionally other channels such as community meetings, complaints desks, suggestion boxes, individual interviews among others.
• Acknowledge, receive, and register feedback/complaints from beneficiaries/participants/clients of SOS Children’s Village Somalia Baidoa program location into the FRCM database and makes sure that the complaints are logged in a professional and timely manner.
• Inform staffs and stakeholders about confidentiality policy, complaint-handling process, and time frames.
• Categorize and route stakeholder feedback/complaints to responsible staff according to policies and standard operation procedures.
• Respond and communicate with beneficiaries in a dignified manner regarding their complaints/feedback.
• Handle routine questions and requests for information shared by stakeholders (community).
• Facilitate communication with complainants about case status and decisions by providing a prompt feedback to the complainant.
• Throughout the process of intake of complaints/feedback and referrals, ensure applying protection principles for confidentiality of information and safety of clients.
• Provide program participants/clients with information on other service provider services operating and available/active in the area.
• Conduct Feedback Complaints response mechanisms /Accountability to affected population (AAP) focused field visits as requested and prepare a field visit report to the line manager.
• Keep regular follow up of complaints and update the FCRM database on daily basis.
• Follow up with project staffs on feedback and action taken on CRM cases through to competition and update the status of the cases accordingly.
• Manage complaints/feedback and response (FCRM) and include systems that effectively manage complaints by consolidating complaints and feedbacks across Baidoa (South west) program location.
• Ensure context appropriate FCRM and other Accountability to Affected Population IEC materials are produced and fixed at the project sites.
• Develop and implement relevant FCRM/ Accountability to Affected Population work plan for the project/programs assigned.

1. Data Management and Reporting

• Handle entry, upload, and export of data, using designated feedback complaint and response mechanism database.
• Organize paper and electronic records for routine reporting in a timely manner.
• Ensure confidentiality and privacy of client feedback data management in line with existing SOS Children’s Village Somalia policies on data protection.
• Produce daily, weekly, monthly, quarterly and annual reports (need basis) on accountability including FCRM, information sharing and beneficiary participation.

1. Information Sharing and Learning

• Coordinate and communicate with other FCRM & MEAL team members throughout the country for sharing best practices and challenges.
• Ensure Feedback Mechanism briefings and information dissemination are provided on a routine basis to local field staff and occasionally to community members.
• Support the conduct of or facilitate any required training for SOS Children’s Village Somalia staff and partners on Feedback complaints and response mechanisms and other AAP related agenda.

1. Others

• Implement other activities, related to the Accountability to Affected Population objectives of SOS Children’s Village Somalia Country and federation program.
• Support large or complex assessment/evaluation activities as required.
• Support implementation of program studies (rapid needs assessments in the event of emergencies
• Perform any other duties assigned to you by your immediate supervisor.

2. Reporting responsibilities:

• Produce daily, weekly, monthly, quarterly and annual reports (need basis) on accountability to affected population including FCRM, information sharing and beneficiary participation for projects operating in Baidoa, Berdale, Buurhakaba, Qansaxdheere and Hudur districts in Southwest.
• Produce monthly updates on the progress, challenges and lessons learnt in regard to implementing FCRM & Accountability to Affected Population.
• Share monthly Focus Group Discussion with community /program participants monitoring and activity reports.
•  Produce quarterly activity reports on Accountability to Affected Population visibility IEC materials implementation in projects sites in Baidoa, Berdale, Buurhakaba, Qansaxdheere and Hudur districts in Southwest.

Experiences and Qualifications

• Diploma or Bachelor’s Degree in Education (English), communication, sociology, social science, social work, development studies, human rights international law or related field.
• Minimum of 3 years of experience in humanitarian aid, with a preference for experience in engaging across organizations, in community services.
•  Minimum of 3 years of experience in managing Accountability to Affected Population, or in change management and organizational change.
• Extensive expertise in delivering accountability mechanisms, as well as capacity to support effective communication with communities (with a specific focus on empowering women, children, and marginalized groups).
• Ability to package and communicate complex topics through written reports and presentations.
• Excellent facilitation skills, and strong understanding of how to collect feedback safely and accurately from all members of a community regardless of their age, gender, or other diversity factors.
• Ability to handle multiple tasks, proven self-initiative and problem-solving abilities.
• Values diversity and sees it as a source of competitive strength.
• Good communication, presentation, and interpersonal skills.
• Excellent computer skills and competency in Word, Excel (data analysis and visualization), and PowerPoint.

• Maintain and update evaluation tracker – including tracking actions/recommendations from evaluation reports and capturing of best practices on project/program data.
• Provide support to evaluation team while conducting periodic evaluation of project interventions at field level, if required.
• Assist MEAL Officer and Project Coordinator in preparing and conducting Baseline and Endline studies.
• Help MEAL Officer in capturing quality case studies from program team.

Child Safeguarding Policy:                                                 

SOS Children’s Villages Somalia holds strict child safeguarding principles and a zero-tolerance policy for conducts of sexual harassment, exploitation and abuse in the workplace and other places where the organization’s activities are rendered. Parallel to technical competence, recruitment, selection and hiring decisions will give due emphasis to assessing candidates’ value congruence and thorough background checks, police clearance reference check processes. SOS Children’s Villages organization is committed to safeguarding the rights of the children and therefore, is expected that every individual who joins with SOS Children’s Villages Somalia understands his/her responsibility in protecting and keeping children always safe

Skills Required

Follow us on social media