Complaints, Feedback and Safeguarding Manager
Job Description
Title: Complaints, Feedback and Safeguarding Manager
Company Name: Action Contre la Faim (ACF)
Vacancy: Not specific
Job Location: Dhaka
Employment Status: Contractual
Educational Requirements:
∎ Minimum Master’s degree from Education, Social Science, Business Administration or any other relevant field.
∎ A Master’s degree in similar category will be an added advantage.
Experience Requirements:
∎ At least 4 year(s)
Job Context:
∎ DURATION: 12 MONTHS
∎ START DATE: ASAP
∎ CONTRACT TYPE: FIXED TERM
∎ The Complaints Feedback And Safeguarding Manager will ensure smooth management and coordination of the operation of Feedback and Complaint Management for the Action Against Hunger in Bangladesh. The person will be a self-starter and can work on their own initiative to work with our all levels and nature of stakeholder (beneficiaries, ACF staff, partners, vendor suppliers etc.). The Position will have considerable autonomy to work and key role in shaping the Complaint and Feedback management of the organization.
∎ The Complaints Feedback And Safeguarding Manager has to manage and develop the portfolio of complaints, feedback, resolution and responses linked to ACF`s internal and external affair in Bangladesh. This role offers huge scope for development within a growing, dynamic organization. The Manager will act as the focal person in the organization and will roll out the entire Complaint Management Committee of Action Against Hunger in Bangladesh.
Job Responsibilities:
∎ Mission 1: Oversight of Complaint & Feedback Management process
∎ Keep all mode of commination active, to ensure appropriate reception of all complaint/feedback.
∎ Maintenance and where necessary adjustment of a complaints/feedback tracking system.
∎ Development and management of procedures and policies for complaints and feedback management.
∎ Define a plan of action in accordance with the nature of the complaint/feedback.
∎ Maintain a Communication procedure with the complainant or feedback giver until the issue is resolved / closed
∎ Develop TORs and support CFMC to initiate investigations.
∎ Undertake complex investigation as appropriate to strengthen complaints handling and monitor performance.
∎ Coordinate with relevant departments and / or bases to ensure successful investigation of complaints and information channels for feedback
∎ Expert advice & support to staff on handling of complaints; on investigation techniques & carrying out root cause analysis & writing statements
∎ Mission 2: Manage strategic approach to management of Safeguarding cases ensuring that appropriate internal control measures are in place.
∎ Receive all alerts on alleged acts of sexual exploitation and abuse committed by all categories of staff as well as other people acting on behalf (vendors, suppliers, seconded staff, etc...) and other partners.
∎ Take appropriate measures to ensure security & confidentiality of all persons involved in reported cases with to the principle of " do no harm "
∎ Ensure that all documents relating to complaints and investigations are managed in strict accordance with the applicable complaints procedures;
∎ Ensure procedures to guard against hiring persons who have a record of Safeguarding offences are put in place and applied in the area of operations. S Ensure that internal control measures are in place in human resource departments that guard against hiring persons who have a (pending) allegation
∎ of misconduct against them, and include PSEA content in staff induction, contracts and subcontracting, and job evaluation criteria S Lead and transmit complaints/reports to the appropriate unit within ACF for follow-up and decision-making;
∎ Mission 3: Implement Safeguarding policy ensuring all staff and Stakeholders receive appropriate training
∎ Work closely with ACF Departments in development & facilitation of PSEA & CoC training modules and, as appropriate, community members on appropriate conduct for aid workers, international standards on Safeguarding, roles and responsibilities, and how to submit and receive complaints. S Ensure that Partners and suppliers due diligence includes the existence of compliant Safeguarding Policies ;
∎ Ensure that the internal alert mechanism (s) is / are functional (allows the reporting of Safeguarding incidents, ensures confidentiality, ensures diligent treatment, etc.) and communicates to employees;
∎ Audit potential partners on the implementation of their Safeguarding Policy;
∎ Make appropriate recommendations to the management team regarding the strengthening of prevention strategies;
∎ Perform a mapping of key stakeholders of ACF;
∎ Identify activities involving stakeholders who have priority in terms of PSEA risks and propose action plans to reduce these risks as much as possible;
∎ Propose contractual clauses relating to the Safeguarding Policy and ensure the contents forms part of related contracts;
∎ Conduct training on Safeguarding among all staffs, partners as well as volunteers level
∎ Conduct Safeguarding training with selected staffs for staff, partners and volunteers
∎ Mission 4: Partnership to build for sensitization
∎ Insert and enforce PSEA clauses in any contracts and contracting relationship that clarify reporting and investigation responsibilities;
∎ Organizing a partnership with stakeholders involved in GBV actions;
∎ Support the development of a collective communication strategy to raise awareness on key PSEA messages, including the rights of affected populations, the fact that assistance and services are never conditioned on sexual favors, and how to submit sensitive complaints ;
∎ Ensure that the implementation of the Safeguarding work plan is informed by community participation, contextually and culturally appropriate, and based on the community’s needs.
∎ Mission 5: Deployment of alert policies and mechanisms at the community level of ACF intervention
∎ Ensure the dissemination of the Safeguarding Policy by developing dissemination plans integrated into the various projects;
∎ Support the identification of risk factors and propose mitigation strategies ;
∎ In support of the MEAL department, ensure the establishment of a functional alert mechanism (s) to allow Safeguarding incident reporting;
∎ Finalize a specific SOP of Safeguarding case management and including referral pathway according to the areas where AAH is intervening.
∎ Support Safeguarding mainstreaming during planning, policy development & programming, through participation in other related working groups ;
∎ Carry out community consultations to identify culturally & entry points for submitting complaints, including Safeguarding allegations.
∎ Mission 6: Act as the Safeguarding focal point for the organization
∎ Working as a bridge between ACF Vs. PSEA network in Bangladesh as the ACF representative for PSEA
∎ Attend in monthly meeting in PSEA Network meetings
∎ Coordinate and support Training of Trainer (ToT) from or for PSEA Network side
∎ PSEA and report complaint receive related to PSEA, to the PSEA network as per network SoP
∎ Plan Safeguarding referral systems with all departments & ensure Safeguarding victim assistance mechanism through referral pathway system
∎ Conduct induction session on Safeguarding for new joining staffs
∎ Maintain reporting on staffs training on Safeguarding to UNHCR, UNICEF, Safeguarding network on a regular basis (monthly/quarterly)
Additional Requirements:
∎ Sound knowledge of Bangladesh Labor act especially Punishment for conviction and misconduct process is mandatory.
∎ Experience:
∎ Minimum 4 years' experience in an INGO/Development Sector/NGO, from which at least 1 years of relevant working experience in similar managerial positions.
∎ Experience of investigating and responding to complex complaints; Experience of working within a complaints process of several stages. First-hand experience of preparing compliant reports, documents letters is mandatory.
∎ Skill
∎ Ability to analyze complex complaint & feedback issues and evidence findings; Understanding of needs of vulnerable older and disabled people. Ability to communicate effectively and sensitively with vulnerable people.
∎ Proven ability to 'self-start' and organize a complex workload and work to strict deadlines.
∎ Strong communication skills, written and verbal. (Preferably: Chittagong region dialect)
∎ Excellent written & spoken in both Bangla and English; good communication skills.
∎ Computer literacy, comfortable with basic MS office (Bangla DTP skills will be highly valued).
∎ Highly mature interpersonal skills and experience in managing strategic relationships.
∎ Understanding of emergencies/humanitarian and development sectors in Bangladesh; Proactive information gathering skills.
Salary:
∎ Tk. 93699 (Monthly)
∎ Gross monthly Salary BDT 93,699/-
Compensation & Other Benefits:
∎ Festival Bonus: 02 basic salary per year.
∎ Provident Fund: 7.5% of Basic Salary.
∎ End of Contract Benefits: End of Contract Benefits: 30 days of salary per year of service (No eligibility pro-rated under 1 year)
∎ Medical coverage: 80% hospitalization coverage medical expenses (max limit BDT 120,000 per year).
∎ Life and accident insurance from joining day
∎ Maternity Benefit: 3 (three) basic salary.
∎ Birth Allowance, Marriage Allowance, etc.
∎ Paid Leaves:
∎ 18 days of paid annual leave per year.
∎ 10 days of paid casual leave per year.
∎ Up to 01 month of paid sick leave per year.
∎ Up to 26 calendar week’s maternity leave.
∎ Paternity Leave, Marriage Leave, etc.
∎ Free and unlimited access to the certifying e-learning platform (online base) Cross knowledge.
∎ External training participation opportunities based on eligibility
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 29 Jun 2022
Company Information:
∎ 15 Jun 2022
∎ Action Contre la Faim (ACF)
∎ Business : Action Contre la Faim | Action Against Hunger is a humanitarian non-Governmental, non-political, neutral and non-profit international organization (INGO) that was established in France in 1979 to deliver aid in countries throughout the world. The aim of Action Against Hunger is to save lives by combating Hunger and Disasters that threaten the Lives of vulnerable Children, Women & Men. Since 2007, Action Against Hunger has been providing assistance to vulnerable populations in Bangladesh in the arena of Nutrition & Health, Mental Health & Care Practices (MHCP), Food Security & Livelihoods (FSL & DRR), and Water Sanitation & Hygiene (WaSH).
Category: NGO/Development
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