Job Detail

INTERSOS is an International non-profit humanitarian aid organization that works to bring assistance to people in danger, victims of natural disasters and armed conflicts. Established in 1992, its actions are based on the values of solidarity, justice, human dignity, equal rights and opportunities for all people and respect for diversity and coexistence, paying particular attention to the most vulnerable and the unprotected. INTERSOS is an independent association which, through its own humanitarian operators, intervenes to effectively answer the needs of people in serious crises situations, mainly in the world's poorest regions, who are suffering, deprived of rights, dignity and essentials goods. It maintains a flexible operating structure.

Accountability to target Population/beneficiaries is one of the core values that helps INTERSOS to provide the best possible service to the people it assists. To operationalize its commitments to accountability to beneficiaries, INTERSOS focuses on Complaint Response Mechanism (CRM). INTERSOS provides means for affected people to voice complaints and provide response on areas relevant to operations in a safe and dignified manner.

CRM is a centralized system for receiving and managing response and complaints about INTERSOS’s programs in the field. It is designed to give beneficiaries and other community members additional avenues for accessing information about INTERSOS’s programs and raising issues of concern in a safe and confidential way. INTERSOS has been using five CRM communication channels (Free Helpline number, help desk, Complaint/suggestion box, CRM committee at HF level, and Complaint designated email) in underserved areas which beneficiaries use to report their complaints, inquire, and provide response to INTERSOS. Currently, CRM has been functional to all service components such as Health, Nutrition, Protection, WaSH etc. Considering the background, the helpline operator helps the part of the complaint response mechanism by receiving complaints through the free helpline number. which, as a result, collects information and complaints from the beneficiaries and integrates them in the CRM system and finally ensures that the activities are implemented based on the standards and commitments in the covered areas.

Duties & Responsibilities:

• Address the queries of callers using setup helpline while respecting ethical and professional behavior in accordance with the INTERSOS standard operating procedures and CRM guidelines.
• Ensure that any feedback or complaint provided through INTERSOS feedback helpline number is entered promptly into the Complaints Response Mechanism database and reported to the line manager.
• Follow up internally with Accountability officer on complaints and feedback referrals with the relevant departments. Respond to pending issues provide support as needed and communicate progress back to beneficiaries.
• Maintain a set up filing system for all the complaints and feedback with recording certain codes and maintain confidentiality.
• Ensuring that listens patiently to all callers from the fields of project activities and provides them with professional and necessary information if they need.
• Ensure that the Helpline number is functional for calls between pre-determined operational hours
• Support the MEAL unit in setting up the different Complaints and Response Mechanism in relevant project locations.
• Ensure regular maintenance of complaints and response database/information system and ensure information is shared on a regular basis
• Support the MEAL and Program teams in activity implementation to ensure beneficiary access to CRM channels (field visit).
• Participate and/or lead surveyors during onsite field mission including KAP / PDM and baseline-end line assessments and as directed by line manager
• Support M&E and Accountability officers in data entries and data collection of the assessment led by MEAL Unit.
• Conducting any necessary confidential data collection through Helplines.
• Ensure that all data captured is always kept physically secure
• Compiles analyze and disaggregate monthly complaints and responses by project gender and age etc.
• Provide weekly reports regarding the responses / complaints received
• Periodically check the filing of responses / complaints in order to ensure compliance with the INTERSOS CRM standards and requirements.
• Record and analyze data and produce monthly Complaint/Response reports to the direct line manager.
• Translation of MEAL related documents in local languages
• Any other task as assigned by line manager whenever needed

Respected Applicants, please visit the link below and fill in the required information.

https://forms.gle/k9iumKLqJd4GAeqP8

Please note that only shortlisted applicants will be contacted with and called for a test/Interview.

Qualified People with Physical Disabilities and Female candidates are highly encouraged to apply.