About the job
Key Responsibilities
Project Management:
- Collaborate with the Protection Manager to compile and address sensitive complaints including harassment, sexual exploitation and abuse (SEA), and exploitation, processing them according to the CRM Standard Operating Procedures (SOP).
- Offer guidance and technical support throughout all phases of the humanitarian response project cycle regarding complaints and feedback.
- Formulate a detailed activity implementation plan for managing complaints and feedback, alongside other Monitoring, Evaluation, Accountability, and Learning (MEAL) activities, with assistance from the MEAL Manager.
- Lead and coordinate regular monitoring visits and update project action plans as necessary.
- Ensure adherence to Core Humanitarian Standards on Quality and Accountability.
- Work in conjunction with the MEAL Manager to ensure accurate data collection from project participants.
- Coordinate and facilitate CRM activities at the community level, which includes identifying suitable candidates for outreach volunteers, providing sensitization and training, supervising implementation, and conducting field monitoring.
- Oversee the Helpdesk agents and community outreach workers, offering practical advice and support.
Information and Coordination:
- Assist the MEAL Manager in designing and reviewing an organization-wide complaints response policy and related mechanisms to capture community-generated feedback.
- Lead the regular collection and categorization of complaints and feedback.
- Generate monthly and quarterly analyses and reports on incoming complaints and trends, proposing solutions as necessary.
- Escalate and track complaints with relevant project teams.
- Ensure that Information, Education, and Communication (IEC) materials about complaints and feedback are culturally appropriate and context-specific.
- Act as the focal point for CRM and accountability coordination, enhancing capacity for Street Child’s national partners through spot checks and training.
- Represent Street Child in key coordination structures such as the Community Engagement, Accountability, and Learning (CEAL) Working Group.
Safeguarding:
- Work closely with the Safeguarding Focal Point to ensure that Street Child’s global and national safeguarding and child protection policies are fully integrated and aligned with implementation standards and guidelines relevant to this role.
- Ensure that all staff and associates understand their responsibilities under these policies and the Street Child Code of Conduct, ensuring concerns are reported and managed appropriately.