Complaints and Redress Mechanism Officer/Female Call Center Officer. (Consultant). – Somalia

Overview of the position

To contribute to the design and implementation of a qualitative and functional Grievance Mechanism (GRM) for the Child-Sensitive Social Protection (CSSP) Programme. She will work closely with the Baxnaano GRM and receive calls from beneficiaries, communities and other stakeholders seeking information about the programme or registering complaints about the programme. The GRM Officer/Female Call Centre Operator will be responsible for proper case management including registration of complaints and feedback, timely reporting as per categories, coordination with implementation partners to resolve these complaints and providing timely feedback to those who lodged the complaints. This position is aligned with A5 (Specialist) under Stream A (Line Functions) of the Capacity Injection Mechanism (CIM) Directive No. 2 of the National Civil Service Commission of the Federal Government of Somalia.
Role objectives

The consultant is responsible for the following core tasks:

1. Support the MIS Officer in adapting the Baxnaano MIS GRM process for the CSSP by providing multiple channels to enhance programme accountability and respond to sensitive issues related to PSEA (Prevention of Sexual Exploration and Abuse), GBV (Gender-Based Violence) and PDAD (Post Distribution Aid Diversion).

2. Respond positively and cordially to incoming calls from toll-free hotlines within three rings and implement MoLSA GRM channel by receiving calls, recording call details, escalating information, categorizing and providing timely feedback to beneficiaries using GRM tools (MIS GRM module and call center software or manually on paper)

3. Coordinate CSSP staff and IPs in the respective districts and FMS to fully understand their established GRM processes and channels and encourage the use of all available CSSP professions.

4. Monitor and consolidate the grievances and complaints according to their risk level from different channels and facilitate prompt resolution of all cases in collaboration with CSSP staff at FGS, FMS, districts, IPs and UNICEF. The Officer will regularly track and record all cases reported to CSSP based on the category, location and channel used by both beneficiaries and non-beneficiaries, share them with the relevant implementing partners for resolution and provide feedback to beneficiaries.

5. Support and ensure that beneficiaries/callers with additional emergency needs are referred to appropriate available services through existing referral mechanisms (health, nutrition, protection, education, etc.).

6. Guided by data protection and security protocols, ensure that the beneficiary’s complaint reports are secured and that all documents are consistent in terms of filing system, both electronic and paper.

7. Receive, consolidate and share promptly with UNICEF and MoLSA sensitive complaints regarding sexual exploitation and abuse and diversion of aid. This will ensure that this category of complaints can be resolved quickly and effectively to maintain the integrity of the programme.

8. Support GRM training on the use of the Baxnaano GRM module, providing role-based access to approved IP Social Protection Coordinators and CSSP staff at FMS and districts and UNICEF.

9. Analyze the use of GRM channels by beneficiaries and non-beneficiaries by documenting and sharing key challenges, gaps and key lessons learned and proposing solutions to improve the program’s accountability system.

10. Support the CSSP Program Advisor at MoLSA in reporting on CSSP progress by providing timely and high quality reports on the implementation of the Baxnaano MIS GRM system and its functionality.

11. Participate in internal and external dialogues, meetings and workshops, especially those related to GRM, PSEA and AAP.

12. Perform all other assignments related to CSSP payments as directed by the Direct, Technical and General Supervisors.

Project reporting

Matrix reporting arrangements apply to this function.

Reporting directly to the MOLSA CSSP Program Manager

Technical dotted line collaboration with Baxnaano Social Development

Specialists.

General supervision and guidance by the UNICEF CSSP Programme Manager

Core competencies

Core values: – Engagement – Diversity and inclusion – Integrity

Functional competencies: – Formulating strategies and concepts (I) – Analyzing (I) – Applying technical expertise (I) – Learning and researching (I) – Planning and organizing

A good understanding of the operational activities of money transfers Insight into the general political, administrative and institutional context of Core competencies: – Communication (II) – Working with people (I) – Striving for results (I)

• Minimum 3 years of experience in a call center environment, with knowledge of call center telephony and technology.
• A good understanding of the operational activities of money transfers
• Understanding the overall political, administrative and institutional context of Somalia.
• Excellent computer skills (particularly Microsoft Office applications) and the ability to use information technologies as a tool and resource.
• Excellent interpersonal skills and the ability to communicate effectively, both orally and in writing.
• Ability to build effective working relationships in a multicultural team environment.
• Ability to multi-task and work to tight deadlines in a highly complex environment.
• Ability to take initiative, work independently and deliver high quality results on time.
• Ability to work with multiple stakeholders, particularly government sectors.