The International Committee of the Red Cross (ICRC) is an impartial, neutral and independent organization whose exclusively humanitarian mission is to protect the lives and dignity of victims of armed conflict and other situations of violence and to provide them with assistance. For more information, visit website: https://www.icrc.org/ . 

The International Committee of the Red Cross (ICRC) Delegation in Ethiopia is looking to hire an experienced, highly motivated and qualified person to fill the position of:  

Community Contact and Feedback Supervisor

CONTEXT

As part of efforts to improve accountability to people affected by conflicts and situations of violence, Ethiopia delegation is opening a cell to manage contacts with communities and collect feedback from people it serves. The cell receives questions, complaints, and comments from callers in connection with humanitarian needs and ICRC activities. They share cross-cutting information on ICRC programs and criteria for eligibility with callers. They also carry out occasionally surveys or ad hoc verification assessments, for performance or risk prevention purposes, exclusively upon request from the delegation’s departments or Management

PURPOSE 

The Community Contact and Feedback Supervisor is responsible for the activities and performance of the ICRC’s Community Contact and Feedback cell in Ethiopia. S/he is the line manager of the Community Contact and Feedback Operators and is responsible for developing and maintaining Standard Operating Procedures (SOPs). S/he ensures that Operators receive regular briefings and operational updates to be able to handle calls and feel a sense of ownership in exchanges with community contacts. S/he ensures compliance with the Accountability to Affected People (AAP) framework and with ICRC Code of Conduct policies, using guidance and support from regional and global advisors. S/he analyses data and compiles written reporting on collected feedback for concerned departments and Management. S/he designs and implements adequate methodologies, and frames responses to ad hoc requests for surveys, verification or other specific assessments from various internal departments. S/he provides regular reports and updates on the activities of the cell and makes proposals for improvements.

ACCOUNTABILITIES AND RESPONSIBILITIES

• Supervision and daily management

• Design and maintain the scope of the activities and propose an evolution plan.

• Design and maintain SOPs and oversees the day-to-day activities ensuring their application.

• Monitors calls and requests volumes to ensure appropriate sizing of the cell and quality of response.

• Ensures that timely and appropriate feedback is provided to callers by the operators in the team.

• Ensures accurate use of the Community Contact Center (CCC) system, liaising with ICT and CCC support for any technological or functional issue.

• Works locally with Management, the CoC facilitator, ICT, Communication, Cooperation, and other departments as relevant to ensure a smooth gradual rollout of activities.

• At global and regional level, works with AAP team, CCC support team, Prevention team of the Global Compliance Office and Data Protection office.

• Data Management and Information flows:

• Liaises with operational departments and Management to maintain a regular flow of operational updates to the team of operators and to set up regular briefing sessions.

• Ensures accurate circulation of received and given information between affected people and concerned departments.

• Support departments a/o Management in framing and formulating ad hoc requests (surveys or verification) for performance or risk prevention purposes and designs appropriate tools and templates.

• Cleans and ensures coherence of all data collected from calls and other activities and provide recommendations following proper analysis.

• Case management:

• Decides on the level of sensitivity of cases, ensures appropriate confidentiality and referring to relevant departments, provides support for timely follow-up.

• Flags cases that require specific attention to the delegation Management.

• Reporting and proposals for improvements:

• Produces regular reports and analyses trends on the cell’s activities for the rest of the delegation.

• Liaise with the AAP team at global and regional level and contribute to their reflections.

• Contributes to delegation analyses on the context, humanitarian needs, and opportunities to engage with affected people in Ethiopia.

• Proposes improvements to reflect on ways to improve accountability of the ICRC to Affected People in Ethiopia, as well as prevention of Code of Conduct violations.

Place of work: Addis Ababa with occasional travel to ICRC’s operational areas in the country.

Education and Professional Experience Required

• University Degree in Business Administration, Social Sciences, Community Development or relevant field.

• Minimum 5 years of experience (or combination of education, training and experience) in designing, overseeing, and implementing project monitoring and evaluation in non-profit sector.

• Experience in call centre environment, with knowledge of call centre telephony and technology

• Understanding of customer service principles and practices

• Experience in Microsoft Excel data analysis

• Experience with mapping and data visualization tools is an asset.

• Experience in project management, risk management, and report writing & presentation is an asset.

• Capable of developing positive relations with stakeholders and with interlocutors, contributing to creating a healthy working environment.

• Very good command of English, Amharic, Somali and Oromiffa languages, with ability to translate from these local languages to English in writing.