Description of Responsibilities
Under the direct supervision of the MEAL Officer (FCRM), the MEAL Assistant (FCRM) provides efficient and effective follow up to all feedback and complaints registered through DRC East response formalized FCRM channels within Gedaref and the Um Rakuba and Tunaydbah refugee camps. Key responsibilities include:
Management of internal feedback and complaints
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Receive, record, process and respond to beneficiary programmatic feedback and complaints pertaining to DRC.
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Provide accurate advice to camp community about DRC programs, activities and services as communities’ request information through formalized complaints and feedback modalities.
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Coordinate internally with identified FCRM focal points and Agency Referral Focal Points from across all projects to resolve, document actions taken and mark feedback as closed.
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Ensure timely feedback to beneficiaries (where required) regarding complaints and ensure they are appropriately managed, acknowledged and followed up as per internal workflow processes.
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Maintain an effective centralized tracking/FCRM database system for all the complaints and feedback ensuring confidentiality and protecting beneficiaries’ identity at all times.
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Ensure adherence to DRC Sudan’s overarching FCRM policies, tools and guidelines – assist with updating these as required.
Overseeing referrals
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Ensure DRC feedback and complaints are referred to the correct internal sector focal point and are followed up and resolved accordingly
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For all non-DRC programmatic feedback and complaints, follow-up externally via service mapping lists and refer to relevant NGOs, UN offices and sector leads. Respond to pending issues, provide support as needed, and communicate progress back to beneficiaries.
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Under guidance from MEAL Officer (FCRM), support in updating service mapping lists as required.
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Under guidance from MEAL Officer FCRM, respond to pending issues, provide support as needed, and communicate progress back to beneficiaries.
Safeguarding of sensitive complaints
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Ensure immediate referral of protection related concerns and sensitive cases prioritizing complainant safety
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Maintain utmost confidentiality of all complaints received and processed.
Reporting
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Compile, analyze and produce weekly reports on complaints handling.
Internal/External Relationships
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Participate in programme meetings on a regular basis and brief project teams on FCRM progress and work plan.
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Participate in interagency Communications with Communities working group and other relevant interagency
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