WFP GFD Help Desk Handlers-(CFRM)

Samaritans Purse is a nondenominational evangelical Christian organization providing spiritual and physical aid to hurting people around the world. Since 1970, Samaritans Purse has helped meet needs of people who are victims of war, poverty, natural disasters, disease, and famine. Samaritans Purse is privileged to be part of the humanitarian effort in Ethiopia and legally registered as foreign charity to work in Ethiopia since October 08, 2018.

Open Position: 14

Duration of Contract: June 30, 2024

JOB SUMMARY

In order to improve accountability and transparency of its programme and project activities towards its beneficiaries, SP is establishing a country-wide community feedback mechanism (CFM) to ensure that affected populations can engage in the processes and decisions that affect their lives. The CFM is a formal mechanism for receiving information from people and communities where SP operates and feedback can be formal captured through specific mechanisms, and processes or informal captured in an ad-hoc manner.

Under the direct supervision of the Community Mobilization Officer focusing on accountability to affected populations and the CFM, will undertake the following responsibilities.

KEY RESPONSIBILITIES

Receive information requests, complaints, and feedback (CFM cases) through all open CFM channels that the CFM users use;

Record, refer and close the CFM case and consent status appropriately, accurately, and in a timely manner using the standard tools available and in line with SPs standard operating procedure (SOP).

Refer standard CFM cases to activity leads and responsible project team and follow-up to ensure feedback to the user is relevant and provided in a timely manner.

For sensitive cases, including allegations of sexual exploitation and abuse (SEA) and fraud, refer CFM cases to the relevant focal point (as per the SOP) in a timely manner. Follow-up to ensure the user has received relevant and timely feedback.

Ensure cases are received, referred, and closed according to the consent provided by the CFM user on the use of their personal data.

Actively apply standards and participate in the standardization and improvement of the CFM

Proactively identify and report to the Community mobilization Officer (who serves as the CFM manager) and SP management when user feedback requires management intervention (when cases are sensitive and relate to issues of high risk to the beneficiary and/or SP).

Routinely identify and report areas for improvement of the CFM, including but not limited to the accuracy and quality of information being shared with the CFM user, technical issues with the CFM tools, improvements to the data intake form, procedures on how to communicate with CFM users;

Apply SPs Guide to Personal Data Protection and Privacy (PDPP) to all aspects of the data flow process, in all interactions with the CFM user, and in reporting any breaches of the PDPP.

Proactively seek guidance from the CFM team in the country, regional bureau, and headquarters as required to solve issues and apply the latest standards and guidelines.

Conduct surveys related to CFM, if requested.

Support visibility of the CFM

Support visibility efforts to raise awareness of the CFM among affected populations, SP employees, and humanitarian actors this may involve field visits and/or representation at meetings, among other stakeholders.

Provide relevant data to the Community Mobilization Officer to support routine reporting to share trends and updates regarding information coming from the CFM.

Perform other duties as required.

EDUCATION / EXPERIENCE NEEDED

Completion of secondary school education. A post-secondary certificate in the related functional area is desirable.

1 years working experience with an international NGO in a similar capacity

Experience in the empowerment of communities through the provision of accessible and timely information and participation in decision-making processes and client oriented.

Experience in data collection and analysis in emergency responses is desired.

Experience with community-based participatory planning approaches.

LANGUAGE

Amharic and English (spoken and written required)

Tigrigna languages strongly desired

SKILLS REQUIRED

To perform this job successfully, an individual must be willing to abide by Samaritans Purses code of conduct and understand the principals of Samaritans Purses Statement of Faith, as well as be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Applies knowledge of the operator, multi-tasking in Tigrigna, Amharic and English interchangeably.

Possess or be willing to acquire professional-grade community handling skills, displaying sensitivity, neutrality, and patience, and adherence to confidentiality and data protection principles.

Liaise with the IT focal point for troubleshooting any issue related to the technology supporting feedback management.

Demonstrate an ability to learn quickly, follow procedures, and act professionally at all times especially under times of stress

Ability to coordinate across multiple stakeholders.

Excellent communication skills.

Familiarity with SP and the INGO system will be regarded as an asset.

Proficiency in Windows, MS Office (Word, Excel, PowerPoint, Outlook)

Familiarity with the context of Tigray would be an advantage.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to stand; walk and run; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee must occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate but can be exposed to loud noises around the maintenance and construction workshops.

May travel in country with exposure to communicable diseases, hot and humid weather conditions.

Work in a security context that is fluid

SAFEGUARDING COMMITMENT

The employee is required to carry out his/her duties in accordance with Samaritans Purse Safeguarding policy and Code of conduct.

Employee should remain alert and responsive to any child and adult safeguarding risks, acquire relevant knowledge and skills, which will enable him/her to promote strong safeguarding practices, understand the child and adult safeguarding policy and procedures, and conduct his/herself in a manner consistent with the Safeguarding Policy.