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Complaints Response Mechanism (CRM) Officer
Concern Worldwide

Concern Worldwide is an international humanitarian organization that strives for a world free from poverty, fear, and oppression. We deliver life-saving and life-changing interventions to the world's poorest and most vulnerable people. From rapid emergency response to innovative development programming, we go to the hardest to reach places to make sure that no-one is left behind.


 Section/Unit: Programmes
 Grade Level: Ranges from D.0 to D.5 with gross salary - 533 USD to 679 based on experience.
 Supervisor: National MEAL Manager
 No. of Post: 1
 Duty Station: ElGeneina
 Duration: 24 months
 Closing Date: 16 Sept 2021

 
 Background:

Concern Worldwide is a non-governmental, international, humanitarian organisation dedicated to the reduction of suffering and working towards the ultimate elimination of extreme poverty. In Sudan, Concern is working in West Darfur, South & West Kordofan states implementing programmes in Food Security and Livelihoods (FSL), Health and Nutrition, WASH sectors while also responding to emergencies that may arise.

 

The CRM Officer will support Concern’s interventions in West Darfur state by managing accountability issues, both internally and as part of programme activities. She/he will serve as the primary point of contact for beneficiaries’ complaints and feedback; recording any complaints in the database; liaising with field staff and senior management in addressing and resolving complaints; and assisting in any other accountability activities as required. In addition, the incumbent will ensure that mechanisms are in place to strengthen the quality and accountability of Concern’s interventions regarding information sharing, beneficiaries’ participation, complaints and response mechanism.

 



 
 Duties and responsibilities:

Operationalization of CRM

  • Receive complaints and feedback via all CRM channels (hotline, community meetings, community representatives/leaders and CRM committee , staff reports, etc) and ensure all  information is appropriately recorded in the CRM database
  • Follow proper implementation of Concern’s CRM standard operating procedures and refer all cases to the appropriate focal point
  • Ensure follow-up of all cases referred to the management team until the closure of the case
  • Maintain an effective record and filing system for all complaints solved and pending issues including correspondences with subsequent regular updates to relevant stakeholders
  • Compile data and submit internal and accurate reports to concerned program and management teams at the field and Khartoum levels
  • Ensure proper archiving for future reference
  • Ensure that confidentiality of complaints data is respected
  • Provide response to complainants as per the complaints response mechanism (CRM) and follow up with complainant on decision taken
  • Lead regular data collection for assessing CRM effectiveness and beneficiary satisfaction
  • Build staff awareness and commitment to CRM, ensuring that all Concern’s procedures are respected
  • Organize community sensitization activities to raise awareness about channels for feedback and Concern’s CRM procedures
  • Liaise with community members and organize community meetings to receive collective feedback/complaint and discuss response to collective feedback/complaint
  • Liaise with program teams and senior management to ensure that feedback and complaints are addressed and resolved

Streamlining Conern’s policies

  • Support the team on the implementation, dissemination and reporting system of Concern’s safeguarding policies within the wider communities and stakeholders.
  • Promote accountability and ensure compliance with Concern’s Programme Participants Protection Policy, Anti- Fraud Policy and Humanitarian Accountability Partnership (HAP) standards, including the complaint and response mechanism (CRM), to ensure maximum protection of programme participants and the efficient and transparent use of Concern’s resources.
  • Promote equality within the organization and across project, in line with Concern’s Equality Policy and, ensure targeting and project implementation is informed by how Concern Understands Extreme Poverty (HCUEP)

 

Representation

  • Represent Concern in cluster/sector coordination meetings at the State level where support in accountability issues is required
  • Represent Concern in technical missions conducted by stakeholders and UN agencies e.g. joint monitoring mission, evaluation exercise
  • Network, liaise and build constructive relationships with MEAL Officers and CRM officers in other agencies in South Kordofan.
  • Promote and protect the reputation of Concern in external settings, ensuring that the organization’s experience and expertise is well-communicated and consistently presented, and that we are looked upon as a professional organization, guided by organizational policies and Concern’s Code of Conduct.

Others

  • Be aware of, understand and comply with all of Concern’s policies and procedures (Code of Conduct and Associated policies, finance, logistics, HR, security management etc.).
  • Contribute to ongoing security management and planning as necessary.
  • Actively participate in any emergency response if called upon to do so (within the existing programme area or in a new one).
  • Undertake other related duties as may reasonably be assigned by the MEAL Manager or Area Managers.

 

The above duties and responsibilities are a summary only. Duties may change according to the needs of the organization and our beneficiaries.

 

Concern is committed to responding to emergencies efficiently and effectively in order to help affected people meet their basic needs, alleviate suffering and maintain their dignity. To this end, when emergencies strike and Sudan Programme is to respond, all staff are required to actively participate in the response, regardless of location and contribute to the efforts aimed at achieving the humanitarian objective of the organization.

 

 


 
 Minimum Qualification, Skills and Experience Required:

Essential

  • Commitment to Concern’s humanitarian work.
  • BA/BSc Degree in a related field (Development Management, International Development, Rural Development, Community Development, Agriculture, Health, Education, etc)
  • Minimum 2 years professional experience working in an INGO with at least 1 year demonstrated experience in managing CRM
  • Robust knowledge of accountability, especially CRM concepts and international humanitarian quality standards
  • Demonstrated experience in data entry and computer literacy, especially Microsoft Excel
  • Solid experience in data collection, collation, analysis and report writing
  • Excellent communication skills, calm and with cultural sensitivity to effectively manage day-to-day interaction in challenging contexts
  • Able to maintain the highest level of confidentiality
  • Ability to communicate in a highly professional manner with beneficiaries, community members and partners
  • Problem solving and conflict resolution skills
  • Proven commitment to accountability practices and able to promote the values of equality, non-discrimination and human rights for all
  • Good knowledge of project cycle management, Equality, HIV and AIDS, and Mainstreaming approaches, preferably in protracted humanitarian context
  • Ability to travel to field locations within South Kordofan
  • Experience with using digital data gathering devices / tablets during surveys.
  • Fluency in English and Arabic (both written and spoken skills)
  • Fluency in local languages within South Kordofan is desirable

Desirable

  • Post graduate qualification in project design and management or relevant discipline
  • Familiarity with donor requirements (EU, OFDA/USAID, OCHA/SHF, etc.)
  • Knowledge of different humanitarian standards
  • Knowledge of and experience in working in West Darfur
  • Experience in working in partnerships

 

 


Concern Code of Conduct and its Associated Policies.

Concern has an organisational Code of Conduct (CCoC) with three Associated Policies; the Programme Participant Protection Policy (P4), the Child Safeguarding Policy and the Anti-Trafficking in Persons Policy. These have been developed to ensure the maximum protection of programme participants from exploitation, and to clarify the responsibilities of Concern staff, consultants, visitors to the programme and partner organisation, and the standards of behaviour expected of them. In this context, staff have a responsibility to the organisation to strive for, and maintain, the highest standards in the day-to-day conduct in their workplace in accordance with Concern’s

 

Core values and mission. Any candidate offered a job with Concern Worldwide will be expected to sign the Concern Staff Code of Conduct and Associated Policies as an appendix to their contract of employment. By signing the Concern Code of Conduct, candidates acknowledge that they have understood the content of both the Concern Code of Conduct and the Associated Policies and agree to conduct themselves in accordance with the provisions of these policies

 

To apply : Please submit a cover letter , CV detailing your experience skills and qualifications, your experience and educational certificates, ID, Birth Certificate, National Number, Contact details for two professional references to Sudan Job  Website.

 

 

 

 

 








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