Program Management

• Assist the Accountability Advisor in ensuring that accountability and participation are integral elements of all aspects of the organization’s approach to MEAL
• Support the Accountability Advisor in developing the associated tools required to implement the accountability and participation minimum requirements to ensure that roll-out is standardized across operational areas (e.g. information posters, complaints database, child-friendly methodology guidance)
• Coordinate and oversee the development and maintenance of appropriate databases to accurately track data collected from various interventions across program activities.
• Compile and produce quality monthly accountability reports as per the SCI’s requirements; documentation/sharing of success stories, best practices, and lessons learned regularly

System Management

• Ensure the Hotline Service functions very well and generates evidence for learning and decision-making practices
• Keep quality data related to accountabilities (collected from the community through hotline number 6163) at the delivery level
• Be a focal person for collecting feedback from the community through hotline number 6163. Take a leading role in managing the hotline.
• Receive feedback via the hotline at the Country Office in MEAL and ensure all information is properly documented.
• Identify the profiles, needs, and expectations of the callers.
• Record clear and accurate details of requests for information, community, and children feedback, reported by the caller.
• Monitoring the implementation of the feedback’s decision, remedy, and recommendations on SCI at all times
• Will closely work with the Accountability Advisor and the MEAL team for the day-to-day implementation of the Accountability mechanisms strategy
• Support the Accountability Advisor to produce customized dashboards for reporting;
• Provide timely reports to the Accountability Advisor and MEAL team on a monthly basis.
• Follow up with the closing of the loop within appropriate deadlines.
• Maintain an effective record and filing system for all complaints solved and pending issues
• Ensure that the confidentiality of Feedback data is respected.

Requirements: 

• Bachelor’s degree in economics, social sciences, public or business administration, or equivalent
• 2-4 years of experience working in customer service roles. NGO experience is preferred but not essential.
• Ability to organize work, maintain self-control when working under pressure, and multi-task effectively
• Strong communication skills in English, and Somali (In addition to Amharic) is mandatory
• Team player with experience in a multi-cultural environment
• Desirable
• Demonstrate ethical and professional competencies by respecting feedback provider confidentiality.
• Address needs and requests in a professional manner.
• Handling calls that can be distressful, ensuring that such calls are treated with the degree of empathy and understanding commensurate with the sensitivity of the call and the vulnerability of the caller.
• Report any incident or act that causes any harm to focal points
• Multilingual i.e. speaks Amharic, Somali, Oromia, English etc. very well.