Job Expired
Reporting to: Project Manager
Duration: 9 months
Location: Harare
DanChurchAid (DCA) is a Danish faith-based civil society organization. It was founded in 1922 by representatives of the Danish Evangelical Church, which continues to be a key DCA constituency. DCA is also supported by volunteers, supporters, and staff working hard to save lives in many countries. DanChurchAid supports the needy and the poorest of the world in their struggle for a dignified and better life and helps those whose lives are threatened.
Position summary
The position entails being responsible towards handling all project complaints raised by beneficiaries and stakeholders during the implementation of the program through providing clear support and guidance as needed.
Responsibilities
Designing clear frameworks on how to handle and manage complaints and beneficiary feedbacks systematically; Working closely with Mand E Officer develop a framework for recording and tracking all submitted complaints by programme participants; Populate cases raised through various platforms – e.g toll free lines, help desk etc; Ensure accurate recording, coding, tracking, monitoring, analysis and documentation of complaints; Escalate sensitive cases using DCA Complaints Handling framework; Responsible for reporting project incidences internally and externally; Analyse and produce monthly and end of phase complaints and community feedback reports; Ensure beneficiary complaints are timely responded to by respective project staff within the stipulated DCA Complaints guidelines; Maintain a collaborative relationship with key stakeholders such as the Development Coordinator, Department of Social Welfare, City of Harare Housing and Community Services Department any other relevant government ministries and the private sector ensuring their active participation; Attend regular meetings with the community representatives and clarify DCA planned activities with the beneficiaries; Prepare and submit regular monitoring report to the senior field officer and project coordinator as per the required timeline and reporting templates; Ensure compliance to international humanitarian standards vis-à-vis project deliverables; Perform any other duties as assigned.
Skills and qualifications
Bachelor’s Degree in Social/Humanitarian Sciences or related field; Minimum of 3 years proven experience working in a similar scope and NGO environment; Fluent in English, Shona and Ndebele is an added advantage; Excellent written communication skills; Ability to communicate in a highly professional manner with beneficiaries, community members and partners; Problem solving and conflict resolution skills and proven ability in proactively solving complex problems; Ability to relate to people at all levels and a range of external stakeholders whilst exercising the highest level of confidentiality; Ability to promote the values of equality, non-discrimination, and human rights for all; Must be able to work in a team setting and function in a culturally diverse work environment; Ability to work in a challenging environment and deliver the desired results; Self-starter and ability to work with minimum supervision.
More Information
- Job Application Details To apply Interested and qualified candidates, please follow DCA online application here and provide your motivational letter and CV including 3 references https://www.danchurchaid.org/.../complaints-feedback... Please note only short-listed candidates will be contacted. Shortlisting will proceed as applications are received. Dan Church Aid Zimbabwe is an equal opportunity employer and all interested candidates encouraged to apply regardless of age, race, gender, marital status and religious or ethnic affiliation. During this entire recruitment process, Dan Church Aid Zimbabwe will not charge a fee nor will require payment to be made for any application to be considered. Deadline: 10 August 2021 (5pm)
- This job has expired!
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