Referral Focal Point

Collect feedback from the different feedback mechanism sources and upload data onto Excel.

Answer/Listen, process and respond to feedback and complaints through various mechanisms (hotline, email, boxes, etc.).

Guide beneficiaries that seek help (information, assistance or feedback).

Ensure that complaints that do not rise to the level of severity requiring a Code of Conduct investigation are rapidly referred to the relevant managers for follow up; ensure that follow up and actions taken are properly documented on NABAD's information management database.

Maintain and ensure a clear and comprehensive filing system for all the complaints and feedback by codes and types and refer to relevant staff, in accordance with NABAD's Accountability SOP.

Follow-up with relevant field staff to ensure action is taken following feedback received, ensure the loop is closed in compliance to NABAD standards.

Clearly communicate the outcome of the action with the beneficiaries and communities when applicable, including follow up/response with beneficiaries.