With over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.Come join our 34,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!
Key Responsibilities:
Accountability (Information Provision, Community engagement/Consultation, Community Participation, Complaints, Feedback & Response Mechanism)-Beneficiaries oriented (50%)
- Receives, records/documents and respond to all complaints mainly channelled via help desks and other channels (Feedback meeting, referral system, consultations etc) that related to World Vision programs, commitments or conduct, this can include Food, GBV, security, Peace building & Child protection related issues.
- Engage into daily pre-address speech/Pre-distribution meeting where key updates/information are being passed/communicated to beneficiaries.
- Liaising: making a link between beneficiary and Distribution/Nutrition team at GFD and SFP respectively.
- Ensuring that, all complaints and feedback that are not food aid or cash aid shall be referred to the relevant sectors/organisation.
- Provide a receipt to beneficiaries (refugees) for all complaints and feedback received.
- Information dissemination: Participate in Providing information to beneficiaries on project activities (i.e. Nutrition/distribution programme), about World Vision and how to make a complaint.
- Confirm beneficiary selection criteria (verification) and another program information provided by World Vision.
- Pass non-sensitive feedback and complaints about World Vision’s activities to the WV staff on site (distribution staff on daily).
- Collect complaints on sensitive issues related to World Vision’s program into a secure complaints box. World Vision will then investigate and follow up on complaints and feedback.
- Provide information on other programs being executed by other organizations and services that exist in the area/Camp.
- Supervising all CRM Committee members ie. Help Desk Committee members
- Ensuring help desk operates not only during distribution but also during pre and posts distribution.
- Ensuring that notes/information boards is at place and information are updated and posted timely.
End Results
- Timely receipt, records and response to Beneficiaries feedback.
- Flourished relationship between Staff and beneficiaries
- Timely referral of non-food complaints/feedback to respective sector lead/agencies.
- Informed communities on our programming (As per different studies/surveys held by project and WFP).
- Outstanding adherence of Code of conduct by distribution staff.
- Improved Litigation operation as result of regular training to CHD nad CRM committee members.
