Job Description

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places.

Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Employee Contract Type:

Job Description:

Grievance Response Mechanism (GRM) Coordinator

The Role:

The Grievance Response Mechanism (GRM) Coordinator will lead the implementation of the Accountability systems of the EMERGE program. Working under the supervision of the EMERGE MEAL Advisor, the position holder will coordinate the delivery of beneficiary voice in the intervention’s locations. 

The Grievance Response Mechanism (GRM) Coordinator is responsible for ensuring accountability mechanisms are in place at the EMERGE consortium level, and that they are being implemented across Baidoa and Hudur districts to fulfil WVI’s minimum accountability standards, especially regarding community engagement (including information sharing, beneficiaries’ meaningful participation, and feedback and complaints handling). This position is also responsible for ensuring protection mainstreaming mechanisms are implemented across Baidoa and Hudur districts, ensuring that the EMERGE program is safe, accountable, and inclusive and that the program adheres to the four main principles of Protection Mainstreaming in all interventions: 1) prioritize safety and dignity and avoid causing harm, 2) provide meaningful access, 3) ensure accountability, and 4) support participation and empowerment.

The Grievance Response Mechanism (GRM) Coordinator will be the focal person for the administration of the Community Accountability Committees (CACs).  He/she will oversee the selection and formation of the CACs, support geographic targeting, mobilization of CACs for community engagement, facilitate community entry, discuss and validate the basic service points and vulnerability assessment, and manage community and individual appeals.  In collaboration with the CTCMC and/or M&E Team, they will collaborate in the roll-out of the Vulnerability-based Targeting methodology, including integrating political, social, and economic analysis into government, community, and group engagement strategies, the establishment of accountability-to-affected populations mechanisms, training and supervision of CACs on response to feedback and support post-distribution assessments.  The incumbent will promote an understanding of Accountability to Affected Population (AAP) systems and processes to World Vision teams, the EMERGE consortium, and implementing partners, beneficiaries, and government stakeholders.  The GRM Coord will particularly collaborate with Shaqodoon in the development of the Digital Complaint Response Mechanisms (CRMs) building, and in processing the community grievances, appeals, feedback, complaints, and responses (CFRMs). She/he also audits the CFRM, the inflow of CFRMs, and timeliness in the responses.

Key Responsibilities:

Ensure Community-based Feedback and Response Mechanisms (CRMs) are in place and functional to achieve measurable improvement in community engagement, information-sharing, coordination, complaints, and response handling;

• Conduct community-level Humanitarian Accountability (HA) assessment and advise on appropriate mechanisms for recording complaints, receiving feedback, and providing feedback and responses to EMERGE and its implementing partners;
• Develop and maintain local CRM, a systematic process to capture, monitor, resolve, and respond to feedback and complaints from the program participants/ communities.
• Collaborate with the M&E and the Operations team and lead the implementation of methodologies to consult communities on their preferences based on the operational context.
• Design and oversee implementation of CRM channels with input from affected communities to ensure they are safe, include preferable options, and are accessible to all (including women and men, boys and girls, older people, people living with disabilities, and other minority, and marginalized groups).
• Ensure that AAP data is collected routinely throughout the project cycle (not just at project mid and endpoints, enabling corrective action).
• Ensure feedback is received regularly from the project locations through various channels (Toll-free/IVR systems/phone hotline, feedback boxes, WhatsApp, help desks, etc.) and is entered promptly into the CRM database.
• Oversee the processing of all feedback/complaints and coordinate closely with program and senior management staff to ensure that beneficiary complaints and feedback are properly addressed.
• Conduct periodic compliance checks of CRM log and documents to ensure adherence to EMERGE/ WVI procedures.
• Ensure tools and systems are in place for learning and decision-making on the needs of vulnerable groups, including disaggregation of all data, development of mainstreamed and specific indicators, specific research questions, and targeted recommendations in reports.
• Work with the Safeguarding and Protection teams to develop Safeguarding and protection-specific languages to be integrated into program communications with communities about safe, accountable, and inclusive programming, what to expect from the program’s staff, and WVI’s Safeguarding Policy.

Data Management Systems; 

• Contribute to the development and testing of the WVI central CRM database to improve processes related to data organization, analysis, and reporting.
• Provide feedback on the CRM database issues and user requests for timely troubleshooting.
• Receive and validate, record, and transcription of the messages from Somali to English in the CRM database, and analyze feedback and timely share for corrective actions;
• Ensure the central CRM database is maintained, and data is analyzed for trends and disseminated findings.
• Timely assign the issues to the relevant project management staff for actions, follow-up actions, and provide feedback to the line manager on the rate of responses.
• Conduct routine quality checks of CRM database entries to ensure timely and accurate recording of community and complaints, re-educating subordinates as needed.

Capacity Development and Training;

• In collaboration with Shaqodoon and the other MEAL Team, deliver basic and intermediate-level training to staff, CACs, and other stakeholders (handling feedback and complaints, information sharing, use of tools, and core concepts).
• Plan, manage, and deliver required CRM training to EMERGE staff, implementing partners, and CACs.
• In collaboration with Shaqodoon and the other MEAL Team, review and revise the AAP training strategy to ensure building the capacity of relevant stakeholders and integration of AAP best practices.

Quality Assurance & Knowledge Management;

• In collaboration with Shaqodoon, AAP systems are in place, including Toll-free and IVR systems, help-desk, media, etc., and teams respond to community issues within WV standard operating procedure lead-times.
• Conduct a satisfaction audit with the community on the response statuses such as timeliness in response, effectiveness in processing appeals/complaints/requests, gathering community feedback, and reporting for actions.
• Report any attempts to divert aid to management, Ethics Point, and via Flash Reporting Protocol; 
• Work closely with technical specialists to develop Standard Operating Procedures for monitoring, reporting, documentation, and knowledge management, including the establishment of standard tools and systems for documentation and information
• sharing of project progress, best practices, lessons learned, and success stories.
• Track project deliverables using appropriate project management tools;
• Conduct routine visits to project / implementing partner project sites for purposes of monitoring and operational support on the AAP;
• Constantly monitor and report on the utilization of the CRM systems, and issues and provide feedback for timely troubleshooting;
• In collaboration with EMERGE CTCMC, M&E team, and SLA in identifying and documenting best practices, lessons learned, challenges, and adaption of lessons into ongoing planning;

Safeguarding;

• The position holder must adhere to strict child and adult safeguarding policies and protection principles integrated into their daily duties and ensure they strictly support humanitarian protection specific to their sector.
• Ensure training of community, religious, political, and traditional leaders in child safeguarding and protection, early conflict triggers, response, and potential mitigatory strategies.
• Adhere to the strict behavior protocol that is signed on onboarding after the protection and safeguarding induction.
• Report safeguarding allegations and incidents to the Ethics point and to all other provided channels.
• Ensuring that the project is implemented with minimum risk to staff safety and welfare.
• Create a safeguarding environment in your project and support your staff/team to report and make use of the WVS (SIPP)safeguarding incident management plan and ensure you and your staff utilize the Checklist for intake of information for GBV incidents to refer incidents for redress.

Experiences and Qualifications

• Bachelor’s degree in Social Sciences, Statistics, Community Development, IT, M&E, Database Management, or any related field. 
• At least five years of experience of which three years in Accountability to Affected Population (AAP) systems management, formation of Community Accountability Committee, and tracking community feedback, transcription of languages, and monitoring and Evaluation.
• Previous experience in AAP systems management, including the transcription of languages, is desirable.
• Technical Training qualifications required: Analysis using qualitative and/quantitative methods, including the use of participatory methods and tools for planning, implementation, and reporting in Accountability
• Experience in rolling out the implementation of online databases and accountability systems.
• Understanding of field-level representation with key stakeholders and coordination with another NGOs/UN
• Demonstrable understanding of Monitoring and beneficiary accountability
• Excellent planning, management, and coordination skills, with the ability to organize a substantial workload comprised of complex, diverse tasks and responsibilities
• Politically and culturally sensitive with qualities of patience, tact, and diplomacy;
• A high level of written and spoken English;
• The capacity and willingness to be extremely flexible and accommodating in difficult and sometimes insecure working circumstances;
• Proficiency in MS Office with the use of IT facilities for information-sharing, database management, and report writing.
• Proficiency in MS Office with the use of IT facilities for information-sharing and/or database management.
• Formal training in Accountability to Affected Population (AAP), Humanitarian Accountability.

Working Environment:

The position is field-based in Baidoa, South West State with frequent travel to field operation areas required.

Skills Required

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