| Job Title: Feedback, Complaints & Reporting Mechanism (FCRM) Assistant | Reports to:ICT4D/MEALOfficer |
| Department:Lesotho Country Program – Bokamoso Ba Bana (3B) Project team | Grade: 4 |
About CRS:
Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States. CRS works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion or nationality. CRS’ relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance and peacebuilding.
Job Summary:
As a member of the Bokamoso Ba Bana (3B) Project team, you will be responsible to oversee and ensure consistent systematic receipt, processing and response to community issues in the project. You will work closely with MEAL staff, program staff and project beneficiaries in establishing accountability mechanisms.
Roles and Key Responsibilities:
General Tasks
- Develops the SOPs and updates them as needed.
- Supports field teams to communicate the purpose of FCRMs to the community.
- Receive feedback from beneficiaries and stakeholders regularly.
- Acknowledge feedback.
- Document feedback.
- Develop and communicate an action plan.
- Respond to all incoming communication through the FCRM channels.
- Escalate sensitive complaints to the responsible contact person identified.
- Refer feedback.
- Support appeals process.
- Compile monthly, quarterly and annual reports.
FCRM Data Management
- Establish data management platform.
- Maintain data management platform.
- De-identify FCRM data.
- Archive FCRM Data.
FCRM Data Use
- Review trends in feedback.
- Review trends in FCRM channel use.
- Review response rate.
- Prepare data visuals.
- Facilitate use of feedback data.
FCRM Effectiveness
- Check satisfaction with FCRM.
- Conduct FCRM effectiveness checks.
Basic Qualifications
- Diploma in Social Sciences.
- Minimum of one-two (1-2) years’ experience.
- Proficiency in MS Office suite (Word, Excel, PowerPoint, and Outlook).
Knowledge, Skills, and Abilities
- Observation and active listening skills
- Good interpersonal skills and the ability to interact effectively with diverse groups.
- Proactive, results-oriented, and service-oriented
- Good relationship management skills with ability to work collaboratively as part of a multidisciplinary team.
- Strategic, analytical, problem-solving and systems thinking capacity and skills.
Supervisory Responsibilities
None
Key Working Relationships:
Internal: Staff
External: Partners
Agency REDI Competencies (for all CRS Staff):
- Personal Accountability – Consistently takes responsibility for one’s own actions.
- Acts with Integrity – Consistently models values aligned with CRS Guiding Principles and mission. Is considered honest.
- Builds and Maintains Trust – Shows consistency between words and actions.
- Collaborates with Others – Works effectively in intercultural and diverse teams.
- Open to Learn – Seeks out experiences that may change perspective or provide an opportunity to learn new things.
SUBMISSION
Please note that the position is only open to applicants who are Citizens of Lesotho. Interested Basotho candidates should submit their CV and Cover Letter no later than 14 March2024 at 14:00 by email to [email protected] with the subject line: FEEDBACK, COMPLAINTS & REPORTING MECHANISM (FCRM) ASSISTANT. If the subject line does not indicate the position, the applicant will not be considered. HARD COPY APPLICATIONS NOT ACCEPTED. ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.
***Our Catholic identity is at the heart of our mission and operations. Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need.
Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.
CRS’ talent acquisition procedures reflect our commitment to safeguarding the rights and dignity of all people – especially children and vulnerable adults – to live free from abuse and harm.
CRS is an Equal Opportunity Employer