Job Description

Yemen Systems, Strengthening Health Access

Post Title: Beneficiary Feedback Mechanism Assistant
Number of Vacancies: 1
Based in: Aden, Yemen
Reports to: Senior Data and Reporting Officer 

Organizational Background:

JSI is a global nonprofit organization dedicated to improving the health of individuals and communities throughout the world. Founded in 1978, JSI collaborates with government agencies, the private sector, and local nonprofit and civil society organizations to identify and implement solutions to the most pressing public health and education challenges.

In Yemen, JSI has been managing public health programs since 1988, focusing on improving child health and routine immunization, strengthening the supply chain, and improving reproductive, maternal, and newborn health.

Project Overview

The Strengthening Healthcare Access project is a five-year USAID-funded initiative aimed at enhancing access to and equitable utilization of evidence-based maternal, newborn, and child health; nutrition; family planning; and reproductive health (MNCHN/FP/RH) services in Yemen. Led by JSI, the project collaborates with partners to employ a community-led strategy encompassing demand generation, supply-side reinforcement, and enabling environment support. Through engagement with midwives, community reproductive health volunteers, and community structures, the project will create awareness, facilitate access, and enhance care quality. 

Position Description:

The BFM Assistant is a full-time position based in Aden, Yemen. S/he is responsible for collecting beneficiaries’ feedback from feedback mechanisms and channels which are relevant to beneficiaries and to the program team. The role will also be responsible for recording and responding to feedback from any over-arching or cross-cutting feedback mechanisms, such as a hotline and/or SMS and/or WhatsApp and/or email address. The Beneficiaries Feedback Mechanism Assistant must be very comfortable communicating verbally and in writing with project staff and with beneficiaries. The position will serve as a liaison between program staff and clients and will record all of his/her communications with both. The BFM Assistant will report to the Snr Data and Reporting Officer.

Duties and Responsibilities:

• Ensure responses are provided to the beneficiaries’ feedback/complaints that would be received via toll-free channels as well WhatsApp and SMS, and ensuring to provide proper response and information in a friendly, patient, and timely manner.
• Categorize the feedback/complaints received through different feedback channels according to JSI BFM standards and logging the received beneficiaries’ feedback/ complaints into an adequate feedback registry database.
• Ensure that any sensitive complaints are addressed and flagged to the responsible persons (MEL or program) with adherence to the complainant's confidentiality.
• Ensure that all information related to the beneficiaries who reach  JSI's different feedback channels is properly recorded.
• Keep the feedback registry database up-to-date.
• Ensure to track the status of the feedback/ complaints and follow up with the program to close any pending feedback/ complaints and communicate back with the beneficiaries to provide the response. 
• Participate in regular meetings to investigate sensitive feedback with adherence to the principle of confidentiality and not to disclose any information acquired by performing her/his duties.
• Conduct field visits to collect feedback/ complaints from suggestion boxes, interview beneficiaries, and focus group discussions.
• Any additional responsibilities, as assigned.

Qualifications:

• Bachelor’s Degree in relevant field required (e.g. Public Health, Health Communication, International Relations, Development, Anthropology, Sociology)
• Experience in data collection (qualitative and quantitative)
• Ability to develop relationships with clients and community members, acting as a community liaison focal point
• Driven, self-directed and the ability to manage multiple competing demands and commitments, and to work flexibly in a team
• Creativity, curiosity and enthusiasm, and the ability to develop and test new ways of working and solutions to problems
• Strong oral and written communications skills in English and Arabic
• Willingness to travel, if needed.
• Excellent reporting skills 
• Fluency in English (reading, writing, listening and speaking)

JSI/WEI is a child-safe organization, and the safety and well-being of children is a priority of our organization. We have robust recruitment procedures to ensure that all staff are suited to work with the children served by our programs.

JSI/WEI is an Equal Opportunity, Affirmative Action Employer committed to workplace diversity. We are committed to providing equal employment opportunities for all qualified applicants and employees without regard to age, race, color, national origin, ancestry, creed, religion, gender, disability, marital status, sexual orientation, sexual preference, genetic information, political affiliation, or protected veteran status in any employment decisions. M/F/V/D