Community Feedback Response Officer

Team/Programme: MEAL  

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 officer is responsible to Receive feedback via hotline number 6163 and through different channels and records on the FRM automation system/database export. Be a focal point for managing hotline number 6163. Do analysis and submit to his/her line manager and relevant users for action; Properly document callers’ profiles and their expectations. Provide immediate and relevant response/assistance to callers’ accurate information and details about SCI services in the relevant location. Monitoring the implementation of the feedback’s decision, remedy, and recommendations on SCI at all times. Will closely work with the Accountability Specialist and the MEAL team for the day-to-day implementation of the Accountability mechanisms strategy.

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.

Scope of Role:

Dimensions: Save the Children International Ethiopia CO works in all regional states in the country and has active projects implementing to serve affected people including children.

Reports to: Accountability specialist  

Context: Development and/or Humanitarian

Key areas of responsibilities:

• 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, and community and children feedback, reported by the caller.
• Liaise with Program Managers to gather information and resolve issues reported by callers.
• Where possible, provide immediate and relevant assistance to callers with accurate information and details about SCI services in the relevant location. This may include conducting referrals to external agencies, which are logged on the referral system and followed up according to SCI procedures.
• Accurate recording of all calls and feedback received into offline recording format and automated system.
• Monitoring the implementation of the feedback’s  decision, remedy, and recommendations on SCI at all times
• Will closely work with the Accountability Specialist and the MEAL team for the day-to-day implementation of the Accountability  mechanisms strategy
• Support the Accountability Specialist to produce customized dashboards for reporting;
• Provide timely reports to Accountability Specialist and MEAL team on monthly basis.
• 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 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), takes responsibility for their own personal development, and encourages others to do the same. Widely shares their personal vision for Save the Children, engages and motivates others and Future orientated, thinks strategically

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

Creativity: Develops and encourages new and innovative solutions and Willing to take disciplined risks

Integrity: Honest, encourages openness and transparency

Job Requirements

Qualifications & Experiance

• Bachelor's degree in economics, social sciences, public or business administration or equivalent
• 2-4 years of experience working in a customer service role. 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/Amharic is mandatory
• Team player with experience in a multi-cultural 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.

Key Competencies

Technical competencies:

• Ensures linkages across portfolio ensuring quality and coherence of feedback handling systems and evidence gathering
• Manages resources and capacities to develop and maintain quality feedback handling systems
• Child Rights: Promotes an enabling environment for participation, and accountability to children
• Be the Innovator: Promotes innovation to find new and better approaches to driving progress for children

How to Apply

Please attach a copy of your CV and cover letter with your application, and include details of your current remuneration and salary expectations. A copy of the full role profile can be found at http://www.savethechildren.net/careers

We need to keep children safe so our selection process, which includes rigorous background checks, reflects our commitment to the protection of children from abuse.

All employees are expected to carry out their duties in accordance with our global anti-harassment policy.

Interested applicants who meet the MINIMUM requirements should apply using the below link: https://stcuk.taleo.net/careersection/ex/jobdetail.ftl?job=220005G7