Job Title: Complaints Officer
No of positions: 1 Position
Deadline: Sept 29th, 2022
Contract Type:  Service Contract
Duration: 11 Months
Duty Station:  Aden-West Coast- Lahj -Taiz. 
Probationary Period: Three months
Reporting to: Project Manager

Taybah Foundation for Development ( TFD ):

Taybah Foundation for Development is a Yemeni Development Foundation working in the areas of health and education. It was established in 1996 under the licence of the Ministry of Social Affairs and Labor No. 25.  Taybah seeks to provide quality health and education services in partnership and cooperation with all concerned and interested parties in accordance with the development plans of local authorities.

Duties and responsibilities:

• Receiving complaints from the field through means of communication (phone - email - complaints box ... etc.)
• Discussing complaints with the specialists in the institution first-hand and coming up with appropriate solutions for them
• Implementation of the foundation's issue policy
• Providing feedback regarding the complaints that have been discussed to those concerned, whether inside or outside the foundation
• Make periodic reports for complaints according to the forms prepared for this or as necessary
• Review and close complaints files.
• Ensures that complaints are addressed in a timely manner.
• Holding workshops with the beneficiaries and clarifying the mechanism for submitting complaints, feedback and the issue.
• Carry out periodic visits to ensure the implementation of the complaints mechanism of the foundation
• Participate in the periodic meetings of the projects.
• Keeping complaints (paper-soft) in a safe place
• Doing all that is required by his direct supervisor within the framework of his work

Requirements:

• The applicant must have a bachelor's degree in any specialization.
• Have at least one years' experience at the same level. 
• Experience in health projects and WASH projects.
• Cross-cultural awareness and insight into WASH issues
• Ability to exercise sound judgment and make decisions with limited supervision.
• Previous experience from working in complex and volatile contexts.
• Excellent skills in monitoring implementation of program activities.
• Able to travel to remote rural area including overnight staying.
• Fluency in English, both written and verbal.
• Documented results related to the position’s responsibilities.
• Managing resources and achieving results.
• Handling insecure environments.