Job Description

ROLE PURPOSE:

The Community Feedback Response officer is responsible to Receive feedback via hotline number 6163 and through different channels and record on the FRM automation system/database export. Be a focal point of managing the 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, which has active projects implementing to serve affected people including children.

Reports to: Accountability specialist  

Staff directly reporting to this post:  NA

Budget responsibility: none

Context: Development and/or Humanitarian 

Roles and Responsibility

• Be a focal person of collecting feedbacks from community through hotline number 6163. Take a leading role of managing hot line.

•  Receive feedback via hotline at 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, 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 the confidentiality of Feedback data is respected.

Job Requirements

QUALIFICATIONS AND EXPERIENCE

• Bachelor 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 skill in English and Somali (In addition to 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.

How to Apply

Application Information:

Interested applicants can apply using THIS LINK

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.