Community Feedback Officer at Plan International

The Organisation

Plan International is an independent development and humanitarian organisation that advances children’s rights and equality for girls.

We believe in the power and potential of every child. But this is often suppressed by poverty, violence, exclusion and discrimination. And it’s girls who are most affected.

Working together with children, young people, our supporters and partners, we strive for a just world, tackling the root causes of the challenges facing girls and all vulnerable children.

We support children’s rights from birth until they reach adulthood. And we enable children to prepare for – and respond to – crises and adversity. We drive changes in practice and policy at local, national and global levels using our reach, experience and knowledge.

We have been building powerful partnerships for children for over 80 years, and are now active in more than 70 countries.

ROLE PURPOSE

Plan International is an independent child rights and humanitarian organization committed to children living a life free of poverty, violence and injustice.

We actively unite children, communities and other people who share our mission to make positive lasting changes in children’s and young people’s lives. We support children to gain the skills, knowledge and confidence they need to claim their rights to a fulfilling life, today and in the future. We place a specific focus on girls and women, who are most often left behind.

We have been building powerful partnerships for children for more than 75 years, and are now active in more than 70 countries.

To provide first line support on the feedback mechanism, handling complaints/feedback from community, incoming calls on helpline, assigning and managing complaints/feedback to go through feedback cycle, collating feedback from helpdesk and from other sources into a consolidated feedback report, providing general administrative support to the Help desk (static and mobile)

Key Accountabilities

• Manning the static and/or mobile helpdesk for receiving and giving feedback/complaints to the refugee community
• Receive refugees (children, youths and adults) with queries for information or support and assist them as appropriate
• Accurately record complaints/feedback to the Feedback Database using paper-based  and computerised systems and procedures (tablets)
• Assign complaints/feedback to interagency feedback cycle/referral pathway and monitoring progress
• Respond to incoming calls with complaints/feedback and provide them relevant responses and documenting as appropriate
• Collating feedback  from helpdesk and from other sources into a consolidated feedback report
• Provide excellent customer service to refugee community and agency staff visiting the help desk
• Participate in routine feedback sessions with community and/or its leadership structures
• Participating in UNHCR /Inter agency community based feedback mechanism activities
• Supervise the dedicated feedback incentive workers in collecting and responding to community feedback/complaints.
• Work with Field officers and Social workers in collecting, acknowledging, and responding to community feedback/complaints
• Process and coordinate the follow up of feedback/complaints responses at camp level
• Provide adequate, timely communications about the ERP activities to refugees in the camps
• Advise the ERP  to select the most appropriate feedback mechanisms based on the refugee camp realities and context
• Represent organization in the inter-agency and other partners meetings at camp level
• Perform any other duty as assigned by the supervisor

PERSON SPECIFICATION

Essential Knowledge, Skills and Experience

• Degree in social sciences or related fields

• People skills especially communication and facilitation skills with people of various backgrounds

• Sufficient experience in using spreadsheets especially excel, SPSS and any others software to collate feedback data

• Sufficient experience working in a refugee service delivery role or customer service work

• Demonstrated ability to explain the value and purpose of a feedback mechanism
• Demonstrated ability to identify key parts of a complete feedback loop
• Demonstrated capacity to apply best practices in setting up and managing effective feedback mechanism
• Ability to foster the programming approach and mind-set  that actively seeks community feedback
• Demonstrated understanding on how to use and respond to feedback from beneficiaries and non-beneficiaries in targeted communities

Desirable

• Demonstrate good understanding of community based CP system in the country
• Experience with refugees will be an added advantage
• Interpersonal, problem solving and decision making skills
• Patience and stress management
• Good knowledge of computer applications
• Good training abilities
• Capacity to work under pressure

Plan International’s Values in Practice

We are open and accountable

• Promotes a culture of openness and transparency, including with sponsors and donors.
• Holds self and others accountable to achieve the highest standards of integrity.
• Consistent and fair in the treatment of people.
• Open about mistakes and keen to learn from them.
• Accountable for ensuring we are a safe organisation for all children, girls & young people

We strive for lasting impact

• Articulates a clear purpose for staff and sets high expectations.
• Creates a climate of continuous improvement, open to challenge and new ideas.
• Focuses resources to drive change and maximise long-term impact, responsive to changed priorities or crises.
• Evidence-based and evaluates effectiveness.

We work well together

• Seeks constructive outcomes, listens to others, willing to compromise when appropriate.
• Builds constructive relationships across Plan International to support our shared goals.
• Develops trusting and ‘win-win’ relationships with funders, partners and communities.
• Engages and works well with others outside the organization to build a better world for girls and all children.

We are inclusive and empowering

• Seeks constructive outcomes, listens to others, willing to compromise when appropriate.
• Builds constructive relationships across Plan International to support our shared goals.
• Develops trusting and ‘win-win’ relationships with funders, partners and communities.
• Engages and works well with others outside the organization to build a better world for girls and all children.

Key Behaviors:

• Relates to people in a friendly, open and accepting manner
• Ability to explore emotional issues with beneficiaries and sensitive approach to deal with
• Cultural awareness and sensitivity
• Timely and accurate in executing his/her duty
• Excellent verbal and written communication skills and representation
• Critical thinking and strategic planning
• Has a positive impact on those around them
• Demonstrate the ability to solve problems, be creative while providing support.

Physical Environment and Demands:

Typical working in refugee camp with limited stay at the office

Level of Contact with Children:

High contact:     Frequent interaction with children

Location: Nyarugusu

Reports to: MEAL Field Officer

Closing Date: 11th December, 2019

APPLY ONLINE
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.

A range of pre-employment checks will be undertaken in conformity with Plan International’s Safeguarding Children and Young People policy.

As an international child centred community development organisation, Plan International is fully committed to promoting the realisation of children’s rights including their right to protection from violence and abuse. That means we have particular responsibilities to children that we come into contact with.

Plan International believes that in a world where children face so many threats of harm, it is our duty to ensure that we, as an organisation, do everything we can to keep children safe. We must not contribute in any way to harming or placing children at risk. 

Equality, diversity and inclusion is at the very heart of everything that Plan International stands for. Our organisation is based on a culture of inclusivity and we strive to create a workplace environment that ensures every team, in every office, in every country, is rich in diverse people, thoughts, and ideas.

We will provide equality of opportunity and will not tolerate discrimination on any grounds. We foster an organisational culture that embraces and exemplifies our commitment to gender equality, girls’ rights and inclusion while supporting staff to adopt good practice, positive attitudes and principles of gender equality and inclusion.