DRC has been operating in Somalia since 1998 using the protection of human rights framework. Somalia is experiencing a devastating humanitarian crisis, with nearly 80% of the population in need of some form of humanitarian assistance. DRC in Somalia is scaling up the operation in emergency response through an integrated approach accessing hard to reach populations
Overall Purpose of the Role:
DRC recognizes the importance of public access to information for accountability and good governance, and for enabling citizen participation to be meaningful. It addresses this challenge by harnessing ICTs solutions to beneficiary feedback. The need for ICT solutions is to foster staff and beneficiary/citizen participation, by encouraging citizens to “express their demands, aspirations, engaging in the process of formulation of humanitarian interventions, planning, monitoring and evaluation”.
The contender will focus on CRM activities relating to the country office. The major tasks will be to respond to all SMS/Call complaints coming from different areas across Somalia, again promoting the mainstreaming of CHS across all projects implemented by DRC in Somalia. The CRM officer will constantly check with area MEL focal persons/officers on challenges faced in promoting and facilitating CHS mainstreaming as part of quality and evidence programming.
The CRM Officer will develop and share CHS plans for specific areas as outlined by his/her duties which should be shared with the MEAL manager for approval and execution. In addition, the officer will timely collect data, analyze, and compile monthly trend reports for complaints and feedback across Somalia. The reports will be utilized by management to make real-time decisions based on the trends and recommendations drawn from the findings in each area and ultimately from the entire country. The officer will also follow up on complaints and feedback gaps noted from different offices, where feasible plans will be drawn to improve quality and evidence reporting. He will support capacity-building initiatives, particularly for CHS-related issues for DRC Somalia with the help of the Country MEAL Manager.
He will collaborate with the implementation team as assigned by the MEAL manager and Area managers/Programme coordinators in reviewing and preparing annual CRM/CHS reports. He will be responsible to collect stories of significant changes, and case studies, and taking videos, and pictures as part of enhancing impact monitoring that relates to beneficiary feedback and complaints across DRC coverage. He/she will also be responsible to update the program database as part of deliverables for the Somalia office every month.
Complaints and feedback database
Core humanitarian responsibilities
In this position, you are expected to demonstrate DRC’s five core competencies:
Qualifications and Experience
Contract: 12 months with the possibility of extension, subject to funding and performance. Salary and other conditions are offered by DRC’s Terms of Employment for National Staff; Employment band Non-Management H1
Availability: 1st August 2023
Duty station: This position is based in Mogadishu – Somalia; with frequent travel to different area offices
Reporting Line: MEAL Manager
Providing equal opportunities, we are committed to creating an inclusive and positive work environment based on mutual respect for all employees. All applicants are considered for employment without attention to race, age, ability, ethnicity, nationality, religion, gender identity, sexual orientation, marital status, or any other factor. At DRC we celebrate diversity and appreciate our employees for the people they are and their unique skills, backgrounds, and perspectives. We encourage all interested candidates to apply.
Promoting high standards: DRC’s capacity to ensure the protection of and assistance to refugees, IDP, and other persons of concern depends on the ability of our staff to uphold and promote the highest standards of ethical and professional conduct about DRC’s values and Code of Conduct, including safeguarding against sexual exploitation, abuse, and harassment. DRC conducts thorough background checks as part of the recruitment process
Application and CV
All applicants must upload a cover letter and an updated CV (no longer than four pages) in English. Applications sent by email will not be considered
Qualified Female candidates highly encouraged to apply
DRC only accepts applications sent via our online application form on www.drc.ngo under Vacancies.
Please submit your application and CV in English no later than 15th July 2023
DRC as an employer
By working in DRC, you will be joining a global workforce of around 8000 employees in 40 countries. We pride ourselves on our:
DRC’s capacity to ensure the protection of and assistance to refugees, IDP’s and other persons of concern depends on the ability of our staff to uphold and promote the highest standards of ethical and professional conduct in relation DRC’s values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment. DRC conducts thorough and comprehensive background checks as part of the recruitment process.
If you have questions or are facing problems with the online application process, please visit drc.ngo/about-us/job-and-career/support-for-job-seekers.
Danish Refugee Council is an equal opportunity employer. We are committed to creating an inclusive and positive work environment based on mutual respect for all employees. All applicants are considered for employment without attention to race, age, ability, ethnicity, nationality, religion, gender identity, sexual orientation, marital status, or any other factor. At DRC we celebrate diversity and appreciate our employees for the people they are and their unique skills, backgrounds, and perspectives. We encourage all interested candidates to apply!