Job Description

• Publish Date: September 24,2024              
• Category: Development/UN/NGOs            
• Deadline: October 23, 2024    
• Position:  Complaint Assistant
• Location:  Aden
• Reports to: Field Officer
• Duration: Until July 31, 2025    
• Reference: HR-24-56

Note: Position is open for Yemeni Nationals only. 

ABOUT RI:

1.    Context 

About Relief International

RI Established in 1990, Relief International (RI) is a leading global humanitarian, nonprofit organization committed to transforming adversity into renewal for the world’s most vulnerable populations. By partnering with communities on the frontlines, RI innovatively bridges the gap between immediate relief and long-term community development, providing them the tools and support they need to gain self-reliance.

2.    Job Profile

Under the supervision of the Field Officer, complaint assistant will dedicate 100% of his/her time to facilitate the beneficiary’s complaint and feedback, and ensuring awareness of the beneficiaries of all complaint and feedback mechanism. He/she will take all the needed steps to promote distribution are organizing and crowed control with the required protective measurement. The complaint assistant’s primary role is to collect and gather complaints and feedback directly from the field whether in person or other CFM pathways. He/she will also help and facilitate the Page 2 delivery of information to beneficiaries and extend the sensitization in all related to access and to cash assistances, through posters, bulk text messages and phone call in the targeted areas.

3.    Key responsibilities 

• Responsible for recording beneficiary’s complaint from field on daily bases and ensuring community feedback are accurately observed and reported to management 
• Entry of complaints received through the different channels (in person - hotline call – complaints boxes – etc.) via KOBO tool or excel as required.
• Ensuring confidentiality and accuracy of complaints, as well as following good manners and behaviors as instructed for dealing with beneficiaries and treating their complaints with responsibility. • Providing useful and timely information to targeted communities to mitigate falls understanding of the activities.
• Ensuring that urgent and sensitive complaints are addressed in a timely and appropriate manner 
• Providing daily Complaint and feedback reports as per RI’s complaint tracker.
• Ensure the confidentiality of complaints data is respected, and this information is not shared with any irrelevant staff members or external person/organization
• Make sure that all accountability posters, brochures, and other materials are properly installed in the distribution locations.
• Comply with RI’s policies and procedures with respect to code of conduct, child safeguard, gender mainstreaming, security and safety, and other relevant policies and procedures. 
• Other duties as assigned by direct supervisor.
• Be present during all days of food distribution throughout the day (from start to finish)
• Ensure that all groups, including the handicapped and the marginalized, can access the complaint mechanism.
• Acting as a focal point in distribution sites to answer questions and respond to complaints as far as the information given by management.
• Gathering any relevant information from local communities or from implementing partners and reporting to management in order to solve issues effectively and in a timely manner 
• Ensure proper on-site monitoring in the cash distribution sites using a spot checklist for tracking resources, implementation as well as gender mainstreaming. 
• Ensure adherence to the principle and objectives of the project, IR, and donors policies 
• Submit daily ODM report during the distribution
• Submit daily DDM report during the distribution Behavior and conduct 
• Ensures that behavior inside and outside of work promotes the values in RI’s code of conduct and safeguarding policies 
• Acts with integrity and holds themselves accountable for being respectful, inclusive and professional 
• Reports any concerns

4.    Job Requirements

• A minimum high school diploma or bachelor’s degree (preferably)
• Previous experience in the field work, preferably to include dealing with beneficiaries.
• Previous experience in conducting field surveys, (preferably).
• Previous experience in the scope at least 1 years.
• High communication skills and the ability to deal with different groups in a friendly manner
• Maintain calm under pressure and negotiate in a flexible manner in complex situations
• Attention to detail, accuracy, and ability to properly record data
• The ability to exercise good judgment and make decisions quickly and independently
• The residence must be in the same work area
• The applicant must have a valid identity document
• The ability to use smart phone technology and / or computers or others
• English is not required for this position, but is preferred

5.    Safeguarding:

• Relief International has a zero-tolerance policy for unlawful harassment, sexual exploitation and abuse. Relief International is committed to protecting our staff and the communities we work with from abuse and harm including sexual exploitation, sexual abuse and sexual harassment.  
• All staff are expected to abide by the RI Code of Conduct.  
• Recruitment to all roles in Relief International includes criminal records self-declaration, references and other pre-employment checks, which may include experience and qualifications checks.  

6.    RI VALUES:     

We uphold the Humanitarian Principles: humanity, neutrality, impartiality, and independence as well as “Do No Harm.” We value:     

• Integrity
• Adaptability
• Collaboration
• Inclusivity
• Sustainability