Program Officer

In coordination with Program Manager, compile program related activity information to design and establish a sustainable Complaints Mechanism (CM) for follow-up on cash related objectives with beneficiaries and ensure all beneficiaries can make confidential complaints and be confident in response processes Assist M&E officer in the development of the Complaints feedback Mechanism (Monitoring mechanisms) providing feedback and qualitative inputs Assist in set-up in any related monitoring tools in relation to the CM Provide recommendations on mechanisms in relation to complaints enhancing program development Ensure proper establishment of  RI Hotline in coordination with service providers and UNHCR (Active referrals,service mapping, and CH services) Lead and assist on training personnel involved in relation to the Hotline mechanism Adapt and improve the (CM) based on monitoring of its effectiveness Discuss with M&E Officer CM Monitoring tools to measure effectiveness Ensure hotline is always available and accessible to beneficiaries Ensure all beneficiaries are aware of the key elements in relation to the (CM) through intense training and follow-up Provide support and ensure proper clear messages and guidelines are provided to beneficiaries when in direct contact with them Ensure respect of confidentiality and sensitivity of data sharing in regards to any Cash related information for the beneficiaries Remembering confidentiality, with the Programme Manager, analyse patterns and trends in complaints to help improve its programming In coordination with Program Manager, coordinate closely with Finance Department and Area Coordinators on proceedings and status of complaints to facilitate internal mechanisms Update accordingly Finance Department and Area Coordinators on newly arising complaints as well as status of complaints Develop mechanisms in coordination with Finance department and Area coordinators to facilitate information sharing Regularly assess effectiveness of all information sharing efforts (including coordination with Internal Staff and Beneficiary assistance) Ensure constant follow – up on status of complaints (including internal follow up with Finance and Area Coordinators (field personnel) and Beneficiaries) Monitor complaints received and response (follow up) processes through developing and maintaining a logging or tracking mechanism Organize and facilitate regular (monthly/weekly) coordination reports with the involved personnel and the partner bank to facilitate implementation Maintain records of all complaints Using participatory methods, engage individuals in active participation with all phases of program planning, development, and implementation as appropriate. Working with other relevant RI staff on improvement of Program      Ensure direct solving of complaints when deemed necessary Ensure adherence to and coordination with beneficiaries and internal staff                                                                                                                                                                                                                                                                               Ensure adherence to and coordination with Area coordinators in designing training methodology for CM. In coordination with RI's Program Manager, compile CM activity information, its effectiveness on program, and evaluating progress toward achievement of program outcomes. Provide weekly detailed report on Status of complaints Provide monthly reports that capture relevant information and that support the analysis and evaluation of program progress in relation to the CM. Other duties as required.