MEAL Officer - Accountability
Posted on :
16-10-2022
Employer Active
1 Vacancy
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Job Description
- Continually identify opportunities to adapt and improve the country program’s beneficiary and feedback complaint mechanism and ensure inclusivity for different vulnerable groups (elderly, illiterate, children, etc).
- Answer/listen, process, respond to complaints and provide support to beneficiaries who are seeking help through DRC’s Complaints Review Mechanisms (CRM). Ensure timely feedback to beneficiaries (where required) regarding complaints and ensure they are appropriately managed, acknowledged and followed up as per internal workflow processes.
- Ensure that all staff, partners and communities are aware of the proper channels and circumstances to report complaints and feedback. Specifically, monitor and support field teams in properly sensitizing all beneficiaries on the feedback and complaints mechanism and track sensitization activities.
- Enter and track all complaints and feedback received and ensure proper documentation of data in DRC’s complaints and feedback database in Gamma.
- Ensure the follow up and resolution of all complaints in line with the FCM SOPs.
- Develop a monthly complaints and feedback report and ensure it is shared with relevant staff.
- Work with DRC partners to agree on how they will raise and handle complaints against each other in a safe and accessible way, and to put this agreement into practice.
Employment Type
Full Time
Company Industry
Department / Functional Area
Key Skills
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