FSL Complaints Assistant (15)

Division: MEAL.
Location    : Taiz- 11 in Maqbana and 4 in Ash Shamayatayn.
Reports to: Food Security and Livelihood Field Monitor 

Organization & Background:

A humanitarian, independent, non-profit, non-governmental organization that works across Yemen. The organization provides direct assistance for conflict-affected populations, IDPs, host communities, and vulnerable groups in the conflict areas. The organization, in partnership with international agencies, takes action during crises and goes the extra mile to engage in other contexts where its competencies will add value. The organization promotes durable solutions for conflict-affected populations and helps to restore services, education, economics, wellbeing, and health.

Job Scope
The Complaints Assistant is responsible for ensuring Complaint Feedback Mechanism is in place to strengthen the quality and accountability of affect people as well as upholding the organization’s commitment towards Humanitarian Accountability Partnership (HAP) standards especially in regards to information sharing, beneficiaries’ participation, complaints and response mechanism.

Key Responsibilities:

• Receive complaints and feedback and respond to enquiries at the complaint desk at the FDPs.
• Refer program specific complaints to the Field Monitor for following up.
• Build BNFs and field staff awareness and commitment to a complaint’s mechanism.
• Lodge all feedback, complaints and response in the CFM database.
• Support to ensure complaints are closed within the appropriate timeframe.
• Ensure CFM database is forwarded to the Field Monitor on monthly basis and important complaints from complaint desks and suggestion boxes reported immediately.
• Ascertain that all CFM banners and posters are hanged over and clanged.    
• Provide accurate information related to the subject beneficiary matter and other related ongoing activities.
• Submit internal, and accurate reports to the concerned focal person. The reports will be submitted weekly, or daily according to the urgency of the complaint; include monthly recommendations, if needed.
• Follow-up and receive weekly feedback, and case status progress related to the internal cases referred to the projects. Ensure all documents and actions taken are documented, and feedback is given back to the beneficiary.
• Perform other duties and responsibilities as required that may be assigned by the supervisor, such as conducting regular DDM and ODM. Also, monthly report in regard to the remining stocks in the FDPs.

Qualifications, Experience & Skills:

• Minimum High School certificate. 
• Six months to one-year related experience.
• Effective use of computers.
• Proven ability to lead and work effectively with others to achieve results.
• Strong interpersonal skills; ability to operate under pressure.
• Organizational and time management skills.
• Excellent communication, coordination, and reporting capacity.
• Dynamic and creative.
• Ability to manage stress, multi-task, and take decisions.
• The ability to work independently using own initiative to solve problems (focusing on solutions).
• A team player and willing to shoulder additional responsibilities.