List of tasks and responsibilities:

Management of Complaint Response Mechanism (CRM)

·        Respect and follow the CRM procedures as defined in INTERSOS SOP

·        Responsible for handling the hotline and respect the procedures defined in INTERSOS SOP

·        Responsible for handing the help desk for each distribution when necessary and ensure accountability visibility

·        Ensure to put in place feedbacks boxes where needed and as per requested by the MEAL Officer

·        Collect the complaint from the complaints boxes on a monthly basis

·        Responsible for recording all complaints and feedback received in the dedicated database

·        Forward the complaints to the concerned persons as per INTERSOS SOP

·        Ensure the follow-up on the non-sensitive complaints received and in coordination with the concerned persons ensure that they are closed on time as per INTERSOS SOP

·        Highlight any challenges/delay in closing cases to his/her manager

·        Responsible for informing his/her manager immediately in case of sensitive complaints received

·        Report back any problems and constraints encountered during the course of the activities to his/her manager

Accountability survey and field visit

·        Ensure satisfaction survey on a regular basis as per the MEAL plan and requests from his/her manager

·        Support on any accountability survey as requested by his/her manager

·        Ensure regular field visit to monitor accountability materials in the field (complaints boxes, posters etc)

Training and awareness on CRM

·        Participate to the training of program staff on CRM with the support of the Accountability Officer

·        Inform project stakeholders about the Complaints and Responses Mechanisms through regular field visits and distribute hotline cards when needed

·        Ensure regular awareness of CRM to INTERSOS program staff

Learning

·        Participate in improving project implementation by sharing feedbacks received to his/her manager

·        Participate in improving accountability tools and mechanism by sharing his/her recommendations to the MEAL Officer and Accountability Officer

·        Participate into learning workshops

Reporting

• Provide written report to the MEAL Officer following field visit
• Participate to satisfaction survey report

Any other tasks as requested by the line manager