FH Ethiopia is a non-governmental organization engaged in relief and development activities. At FH, we operate under a set of guiding principles we call the “The Heartbeat”. This includes our Values, Vision and Purpose, which serve as the explanation of who we are and how we work as organization. Together we follow God’s call responding to human suffering and graduating communities from extreme poverty. FH Ethiopia would like to invite potential candidates to apply for the mentioned position:

Duration of Contract: One-year contract, renewable (with 60 working days of Probation)

POSITION SUMMARY:

The C-SAFE coordinator will be responsible Ensure the effective implementation of C-SAFE policy as per the policy requirement and ensure programs and project complaints and feedback mechanism are in place in the Program/project coverage area, program participants, staff and partners are sensitized on C-SAFE, accountability and complaints mechanisms, the need for response and ensuring transparency and inclusiveness in program/project design, implementation, monitoring and results measurement. In addition, he/she shall have regular monitoring of the project activities in the community to ensure the activities are implemented according to the implementation plan, the process. The Accountability and Feedback mechanism coordinator supports internal and external monitoring visits / missions and will provide regular updates to the C-SAFE Advisor and area project management. Besides, he/she will lead and or assist any data collection process, and assessment carrying out in field.

Principal Responsibilities

Key Result #1 – Community Awareness and Learning

• In consultation with the C-SAFE officer, initiate and suggest the development of visual materials for dissemination among program participants and seek advice from to C-SAFE Advisor.
• Coordinate Feedback Mechanism briefings and information dissemination is provided on continuous basis to field staff as well, partners and program participants.
• Support and facilitate training needs for FH staff and partners on responsiveness and increasing transparency and accountability.
• closely work and communicate with C-SAFE advisor for cross learning needs sharing best practices and challenges.

Key Result #2 Management of program participant’s feedback and/or complaint

• Serve as point of contact/ and administer different feedback channels (e.g. community accountability committees, Community Accountability Ambassadors, Community Help Desks, suggestion boxes, face to face or individual interviews), hotlines in the region of assignment
• Consolidate and compile the database of the region and pass it over to the C-SAFE Advisor based on the monthly and quarterly reporting template.
• Inform stakeholders about confidentiality of feedback, complaint-handling process, and time frames.
• Develop list and procedures of standards of service for FAQs with program team
  Handle routine questions and requests for information.
• Categorize and route stakeholder feedback/complaints to responsible staff according to policies and standard operation procedures.
• Facilitate communication with complainants about case status and decisions.
• Throughout the process of intake of complaints/feedback and referrals, ensure applying confidentiality of information and safety of beneficiaries.
• Based on the locally available social services mapping, provide to program participants information on third-party services available in the area.
• Work with the C-SAFE coordinator to tailor complaints and feedback report templates according to the donor requirement, based on the provided specifications.

Key Result #3 Coordination with partners and stakeholder.

• Ensure a close coordination with Project management team, plan visit and survey and assessment in coordination with project manager and C-SAFE Advisor
• Attend community and project/program level meeting, observe and ensure the planned process and inputs delivery made based on planned project and estimated inputs
• Monitor the C-SAFE process, conduct interview and collect case study form project benefiting participants
• Engage and support partners to implement accountability.
• Support C-SAFE officers to collect information on potential case studies and success stories

Key Result #4 Data Management and Reporting

• Verify logging and grading of data on the C-SAFE database.
• Organize paper and electronic records for routine reporting in timely manner.
• Ensure confidentiality and privacy of feedback and data management in line with C-SAFE policy.
• Identify lessons learned and best practices in C-SAFE implementation and share the same to C-SAFE coordinator for further comment and enrichment

Other

• Ensure and coordinate the continuous sensitization of program participants, staff and partners on C-SAFE policy and its implementation procedures along with program/ project goals and intervention.
• Ensure IEC materials are printed, distributed and installed in the project coverage area.
• Map and identify capacity and status of partners at zonal and region level in line with C-SAFE implementation and make ready partners for C-SAFE implementation and facilitate the same with C-SAFE officers in APs.
• Work in close coordination with other team members in the area program.
• Ensure the establishment and strengthening of community level structures such as community accountability committees, community accountability ambassadors, community help desks etc.
• Mobilize and manage C-SAFE officers in the area program
• Map social services in the region and zone of FH intervention so as to serve and refer survivors and ensure their awareness in providing services to the needy.
• Ensure survivors centered approach in responding to cases
• Identify capacity gaps among C-SAFE officers and working with C-SAFE coordinator and C-SAFE senior manager suggest capacity building and cross learning measures

Job Requirements

Job Level Specifications

• Full agreement with FH’s Christian foundation and beliefs as expressed in The Heartbeat: our Values, Vision, and Purpose.
• Strong Interpersonal skills,
• Emotional maturity,
• Cross-cultural Sensitivity,
• Ability to work effectively under pressure
• Must have university degree (Bachelor) in social sciences and data management.
• Have work experience in development projected or humanitarian projects is preferred.
• Computer skills (proficiency in Microsoft Office and Microsoft Excel is mandatory)

Education and Experience

• BSc/BA Degree in Data management, Disaster Risk Reduction, or in other related fields of study.
• MSc in the above listed disciplines is preferred
• 5 years related experience in a relevant position Preferably in INGO Setting is an advantage.

Supervisory Responsibility : The position has Technical supervisory responsibility over the CSAFE team across the region.

Language :  Proficiency in spoken and written English and the country’s local language (s)