Organization Profile and Background

Welthungerhilfe/German Agro Action is an international NGO with Head-Quarter in Bonn and working in Africa, Asia, and Latin America. Welthungerhilfe/GAA is fighting to help free the world of hunger and poverty. This vision is the basis of our organization’s character and activities. Welthungerhilfe/GAA secures funds from private donations and international funding organizations, for example, EC, USAID, UN-OCHA, ECHO and German Government. We work in the sectors of Rural Development, WASH, Natural Resource Management and Social Development as well as Civil Society Strengthening. Welthungerhilfe/GAA Ethiopia follows a partnership approach for project planning, implementation, and administration with Ethiopia Partner-NGOs and in exceptional cases WHH/GAA co- implements projects by itself.

Objective of setting up a FCRM Itern

To institutionalize systematic complaints handling for the country offic

Responsibilities of FCRM - FOCAL PERSON

The FCRM Intern is will support MEAL team in establishing and strengthening CRM in Ethiopia County Office.

 I.                Handling complaints:

§  Receive complaints through any mechanism available (currently selected: complaint boxes, letter, email, hotline, telegram/WhatsApp may be adapted if needed).

§  All complaints must be forward to the respective partners FCRM focal respective or WHH programe team within 24 hrs of recording.

§   Review, register and forward the complaints.

§   Determining follow-up and response time for lodged complaints/feedback (individually set depending on complaint but for most cases total response time should be under 7 days from receiving).

§  Acknowledge complaint receiving and tell complainant in what timeframe s/he can expect an update/response.

§  Refer complaints to relevant people for action (unless complainant agrees without naming the complainant/ anonymous).

§  Follow up on reaction/response to complaints.

§  Communicating response to complainant and other stakeholder where necessary and ask if s/he/they are satisfied with the response. If committee also sees response as insufficient the complaint will be referred to the responsible persons or a higher level.

§  Record resolutions/responses on complaints

§   Will be responsible for giving updates and feedback to Management and stakeholder (where relevant) on processed complaint/feedback.

§  Ensure to use the complaints received for reflection, learning and improvement.

 II.               Documentation

§  Ensure data is compared for each project from each of the implementing partners organization on the monthly, quarterly, and annual basis on the standard templets developed in the country office.

§  Safekeeping of complaints registers.

§  Summarize and compile data form all partners and prepare a brief report on monthly bases

III.            Communication

§  Communicating the CRM to all MEAL team and gathering data constantly on month base

 IV.             Investigations of non-sensitive complaints

§  The WHH-FCRM focal person has no mandate to carry out investigations.

§  The WHH-FCRM focal person never engage in sensitive complaints (serious breach of the Code of Conduct)

 V.               Confidentiality

§  The FRCM focal person, and or any person involved in the process must maintain confidentiality on all complaints they receive and review. A breach of this clause shall be treated as misconduct and the non-complying members shall be dismissed from the Committee and further disciplinary measures may apply.

 Benefit     

WHH supports fast career growth and internal mobility

Extensive Capacity Building program, both internal and external trainings, including the Induction training

Internal online learning opportunities, such as access to WHH’s e-learning platform and webinars

Friendly and fair work environment with small collective where everyone knows each other

Job Requirements

·       BA/BSc in relevant field of studies such as rural development, developmental economics, development related discipline, statistics

·       No work experience is required for this intern position. However, it’s open for interested applicants who has any work experience.  

·       Language proficiency in English, and at least one additional local language (more are an advantage

·       Good analytical and writing skills.

·        Good knowledge of data Encoding and Recordings

·       Knowledge in organizational development

·       Good skill in documentation and filing.

·       Creative and open to learn.

·       Good ability to adapt to the new environment and organizational culture.

·       Skill on MS. Excel

How to Apply

Interested candidates who meet the required qualifications are invited to submit updated CV and cover letter with three reference to WHH Ethiopia through CLICK HERE no later than Oct 2, 2023.

Note:  Applicants are required to organize their documents (application letter, CV and other document/ credentials ) as a single document i.e. with the cover letter being on the first page and the CV and other credentials starting on the second page. They should also clearly indicate name of position name at the Subject line of their application letter.

   Only shortlisted candidates will be contacted.