Complaints and Feedback Focal Point

The Job

• Location:  Hodeidah\ Ad Durihmi (with regular travel to other sites).
• Period: 7 months, renewable subject to performance.
• Duty Station: Life Makers Meeting Place Organization (LMMPO), Sana'a –Yemen.
• Terms: Full Time Position (8 Eight hours per working day), with field visits to the work sites.
• Classification: M&E Management.
• Expected start Date: As soon as possible.
• Job grade: - fourth degree.

Foreword:

LMMPO; 17 years of diligent engagement in Yemeni humanitarian and Development undertaking, is now regarded as one of the leading organizations in humanitarian response and development as well as development of young people's abilities. Investing and benefiting from the abilities and talents of young people constitutes a passion for us, but also is the essence of our mission and focus of our work and it is on top of our goals for which we are working hard to achieve. Thus, we have implemented several successful activities and programs that have had a real favorable impact on young people and the society in general. That success, inevitably, will not be possible without the support of our teams, donors, partners and other stakeholders. 
LMMPO is keen to have a competent candidate to fill the position of Complaints and Feedback Focal Point.

Purpose/Scope of the task

Manages the field tasks of the project in addition to the full administrative and technical supervision to follow up on the mechanism of suggestions and complaints in the field during the implementation of the activities of the project.

Accountabilities & Responsibilities

1.    Field visits to the two directors to implement the process of following up on complaints and proposals for the project.
2.    Fill out the complaints and suggestions forms for each distribution in the targeted areas, as determined by the Monitoring and Evaluation Unit. 
3.     Implementation of the complaints and requests mechanism for all the implemented activities carried out.
4.    Receiving complaints and suggestions on the number of complaints and suggestions and registering them according to the agreed upon complaints mechanism by filling out the relevant forms.
5.    Using the Kobo Toolbox program on the iPad while writing complaints and suggestions.
6.    Awareness of beneficiaries of the importance of the mechanism of suggestions and complaints and how to deal with them.
7.    Gathering beneficiaries' opinions and suggestions and knowing their suffering by registering and recording it to the Evaluation and Follow-up Unit.
8.     Performs any other M&E tasks.
9.    Carrying out any work assigned to him by the direct responsible for the project.

Qualifications and Skills 

Study and Training:

• University Degree in management or relevant disciplines.
• In 2 - 3 years in the field monitoring and evaluation department (Complaints and Feedback Focal Point), preferably with experience in NGOs & local NGOs.Languages:
• It is better to have English Languages (Speaking and Writing). 

Skills:

• Excellent interpersonal and problem-solving skills.
• Ability to communicate clearly, concisely and effectively.
• Ability to work in multi-disciplinary and multi-cultural contexts.
• Interpersonal and communication skills.
• Endurance and patience in the field skills
• Monitoring and analysis skills.
• Management skills. 
• Team management and knowledge transfer. (Leadership skills).
• decision making
• Representing the LMMPO.                        
• Ability to provide recommendations to solve problems
• Ability to achieve planned goals.
• Ability to work under pressure.
• Ability to travel.
• Computer skills in using (word, excel, PowerPoint, etc.)

Position Includes: -

• The (Basic salary, Appearance & Transportation Allowances, Social Security, Payroll Tax, Other Benefits (Communications Allowance), Health & Life Insurance.]