Grievance and Redress Mechanism Officer/ Female Call Center Operator. (Consultant).

Overview of position

To contribute to the setup and implementation of a quality and functional grievance redress mechanism (GRM) for the Child-Sensitive Social Protection (CSSP) program. She will work closely with the Baxnaano GRM and receive calls from the beneficiaries, communities, and other stakeholders who are either seeking information on the program or registering complaints about the program. The GRM Officer/ Female Call Center Operator will be accountable for proper case management including recording grievances and feedback, timely reporting according to the categories, coordinating with the implementing partners to resolve these grievances, and providing timely feedback to those who made the complaints. This position is aligned with A5 (Specialist) under stream A (Line functions) of the Capacity Injection Mechanism (CIM) guideline No. 2 of the National Civil Service Commission of the Federal Government of Somalia.
Role objectives

The consultant will be responsible for the following key responsibilities:

1. Support the MIS Officer in adjusting the Baxnaano MIS GRM process for the CSSP providing multiple channels to enhance program accountability and respond to sensitive issues on PSEA (Prevention of Sexual Exploration and Abuse), GBV (Gender Based Violence), and PDAD (Post Distribution Aid Diversion) issues.

2. Answering incoming calls from toll free Hotlines within three rings, positively, and warmly and implementing the MoLSA GRM channel by receiving calls, recording call details, escalating, categorizing information, and providing feedback to beneficiaries on time using the GRM tools (MIS GRM Module & Call Center Software or manual paper based)

3. Coordinate the CSSP staff, and IPs in the respective districts and FMS to fully understand their established GRM processes and channels to encourage the use of all the available CSSP appeals.

4. Monitor and consolidate the grievances and complaints in accordance with their risk level from different channels and speedily facilitate the resolution of all cases in collaboration with CSSP staff at FGS, FMS, districts, IPs, and UNICEF. The officer will regularly track all cases reported for CSSP, logging them according to the category, location, and channel utilized by both beneficiaries and non-beneficiaries, share them with the relevant implementing partners for resolution, and provide feedback to beneficiaries.

5. Support and ensure beneficiaries/callers with additional emergency needs are referred to appropriate services available using the existing referral mechanisms (health, nutrition, protection, education, etc).

6. Guided by data protection and security protocols, ensuring the beneficiary’s grievance reports are secured, and all documents are consistent in terms of filing system both electronically and hard copy.

7. Receive, consolidate, and directly share with UNICEF and MoLSA sensitive grievances related to Sexual Exploitation and Abuse and Aid diversion. This will ensure this category of grievances can be expeditiously and effectively resolved to maintain the integrity of the programme.

8. Support GRM training on the utilization of the Baxnaano GRM module, ensuring role-based access is given to approved Social Protection Coordinators from IPs, and CSSP staff at FMS and districts and UNICEF.

9. Analyze the use of the GRM channels by the beneficiaries and non-beneficiaries, by documenting and sharing major challenges, gaps, and key lessons learning and by suggesting solutions on how to improve the program accountability system.

10. Support the CSSP Program Advisor in MoLSA in reporting on CSSP progress by providing timely and quality reports on the deployment of the Baxnaano MIS GRM system and its functionality.

11. Participate in internal as well as external dialogues, meetings, and workshops specifically those related to GRM, PSEA and AAP.

12. Undertake any other assignment in relation to CSSP payments as directed by the direct, technical and overall supervisors.

Project reporting

This position will have matrix reporting arrangements.

Directly reporting to MOLSA CSSP Programme Manager

Technical dotted-line cooperation to the Baxnaano Social Development

Specialists.

Overall supervision and guidance by the UNICEF CSSP Programme Manager

Key competencies

Core Values: – Commitment – Diversity and inclusion – Integrity

Functional Competencies: – Formulating strategies and concepts (I) – Analyzing (I) – Applying Technical Expertise (I) – Learning & Researching (I) – Planning & Organizing

A good understanding of cash transfer operational activities Understanding of the overall political, administrative and institutional context of Core competencies: – Communication (II) – Working with people (I) – Drive for results (I)

• Minimum of 3 years’ experience in a call center environment, with knowledge of call center telephony and technology.
• A good understanding of cash transfer operational activities
• Understanding of the overall political, administrative, and institutional context of Somalia.
• Excellent computer skills (especially Microsoft office applications) and ability to use information technologies as a tool and resource.
• Excellent interpersonal skills and ability to communicate effectively, both orally and in writing.
• Ability to establish effective working relations in a multicultural team environment.
• Ability to multitask and work under tight deadlines in a highly complex environment.
• Ability to take initiative, work independently, and deliver high-quality results on time.
• Ability to work with multiple stakeholders, especially government sectors.