Community Feedback Response Coordinator at Save the Children

Save the Children

Position: Community Feedback Response Coordinator

Job Time: Full-Time

Job Type: Contract

Place of Work: Addis Ababa, Addis Abeba - Ethiopia

Posted date: 1 week ago

Deadline: Submition date is over

Child Safeguarding:

Level 3 - the responsibilities of the post may require the post holder to have regular contact with or access to children or young people

ROLE PURPOSE:

The Community Feedback Response Coordinator is responsible for ensuring community feedback response mechanisms are in place in SCI’s and Partners Programs based on the existing hotline number 6163 and through different channels and records on the FRM automation system/database export. The Community Feedback Response Coordinator will be the primary support person in assisting the Accountability Advisor in terms of monitoring our performance against Accountability principles and standards, and, crucially, will, in the first instance be the first point of contact for beneficiary complaints. S/he will also be responsible for following up with the closing of the loop within appropriate deadlines and maintaining an effective record and filing system for all complaints solved and pending issues.

SCOPE OF ROLE:

Reports to: Accountability Advisor

Dimensions:

Staff directly reporting to this post: none

Budget responsibility: none

Context: Development and/or Humanitarian

KEY AREAS OF ACCOUNTABILITY:

Program Management

• Assist the Accountability Advisor in ensuring that accountability and participation are integral elements of all aspects of the organization’s approach to MEAL
• Support the Accountability Advisor in developing the associated tools required to implement the accountability and participation minimum requirements to ensure that roll-out is standardized across operational areas (e.g. information posters, complaints database, child-friendly methodology guidance)
• Coordinate and oversee the development and maintenance of appropriate databases to accurately track data collected from various interventions across program activities.
• Compile and produce quality monthly accountability reports as per the SCI’s requirements; documentation/sharing of success stories, best practices, and lessons learned regularly

System Management

• Ensure the Hotline Service functions very well and generates evidence for learning and decision-making practices
• Keep quality data related to accountabilities (collected from the community through hotline number 6163) at the delivery level
• Be a focal person for collecting feedback from the community through hotline number 6163. Take a leading role in managing the hotline.
• Receive feedback via the hotline at the Country Office in MEAL and ensure all information is properly documented.
• Identify the profiles, needs, and expectations of the callers.
• Record clear and accurate details of requests for information, community, and children feedback, reported by the caller.
• Monitoring the implementation of the feedback’s decision, remedy, and recommendations on SCI at all times
• Will closely work with the Accountability Advisor and the MEAL team for the day-to-day implementation of the Accountability mechanisms strategy
• Support the Accountability Advisor to produce customized dashboards for reporting;
• Provide timely reports to the Accountability Advisor and MEAL team every month.
• Follow up with the closing of the loop within appropriate deadlines.
• Maintain an effective record and filing system for all complaints solved and pending issues
• Ensure that the confidentiality of Feedback data is respected.

SKILLS AND BEHAVIOURS (our Values in Practice)

Accountability:

• Holds self-accountable for making decisions, managing resources efficiently, achieving and role modeling Save the Children values
• Holds the team and partners accountable to deliver on their responsibilities - giving them the freedom to deliver in the best way they see fit, providing the necessary development to improve performance, and applying appropriate consequences when results are not achieved

Ambition:

• Sets ambitious and challenging goals for themselves (and their team), take responsibility for their personal development, and encourage others to do the same
• Widely shares their vision for Save the Children, engages and motivates others
• Future-orientated, thinks strategically

Collaboration:

• Builds and maintains effective relationships, with their team, colleagues, members, external partners, and supporters
• Values diversity, sees it as a source of competitive strength
• Approachable, good listener, easy to talk to

Creativity:

• Develops and encourages new and innovative solutions
• Willing to take disciplined risks

Integrity:

• Honest, encourages openness and transparency

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in Economics, Social sciences, Public or Business administration, or equivalent
• 2-4 years of experience working in customer service roles. NGO experience is preferred but not essential.
• Ability to organize work, maintain self-control when working under pressure, and multi-task effectively
• Strong communication skills in English, and Somali (In addition to Amharic) are mandatory
• Team player with experience in a multicultural environment

Desirable

• Demonstrate ethical and professional competencies by respecting feedback provider confidentiality.
• Address needs and requests in a professional manner.
• Handling calls that can be distressful, ensuring that such calls are treated with the degree of empathy and understanding commensurate with the sensitivity of the call and the vulnerability of the caller.
• Report any incident or act that causes any harm to focal points
• Multilingual i.e. speaks Amharic, Somali, Oromia, English, etc. very well.