Job Description
Title: Help Desk Assistant
Company Name: World Vision Bangladesh Rohingya Crisis Response (WV BRCR)
Vacancy: 6
Job Location: Cox's Bazar (Ukhia)
Employment Status: Contractual
Educational Requirements:
∎ At least bachelor’s degree in any subject.
Experience Requirements:
∎ At least 2 year(s)
Job Context:
∎ The purpose of this position is to record and follow up on beneficiary’s complaint and feedback. Will also be responsible for making referral for Displacement/Protection Cases/New Arrivals.
∎ The position is subject to contingency of fund.
Job Responsibilities:
∎ Receive and records all sorts of complains positively at Help Desk and share the complaint referral template to supervisor for response.
∎ Be liable to provide right information to the beneficiaries.
∎ Assist the beneficiaries to solve all kinds of common arising problems instantly in consultation with WFP representatives;
∎ Ensure implementation of feedback and complaints mechanisms including confidentiality, timely and appropriate response.
∎ Review complains received through all mechanisms together with the Outlet Supervisor and CFM officer and decide a plan of action. Responsible for ensuring the action is carried through on time, according to the guidelines;
∎ Together with, M & E assistants and the Field team sensitizing the community on the availability, functions and use of all available mechanisms for complaints & feedback mechanism;
∎ Provide information of any irregularities to the line supervisor;
∎ Assist in database updating and necessary documentation and data analyzing for various report preparation.
∎ Engage the beneficiaries in an appropriate and respectful manner, never raising false expectations;
∎ Compile and submit quality reports to supervisor as directed. Ensure that all reports are highly accurate, comprehensive, well documented;
∎ Ensuring data security and beneficiary confidentiality in every stage of processing the data;
∎ Proactively engage in closing individual cases while ensuring food security;
∎ Proactively engage in reducing duplication, fraud, abuse and exploitation;
∎ Ensure the safety of team members from any harm, abuse, neglect, harassment and exploitation to achieve the programs goals on safeguarding implementation. Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment;
∎ Provide initial psycho-social support to the beneficiaries, especially for the protection cases;
∎ Ensuring equality to all beneficiaries regardless of their age, gender, disability or any other status.
∎ Coordinate with the relevant stakeholders in problem solving to bring solutions for the complainers through prior channel engaging CFM Officer.
∎ Participate in the different meeting inside and outside of Outlet.
∎ Assist for the documentation of human interest and success stories on the complaint feedback. Mechanism.
∎ Complaints received in a positive way.
∎ Sensitize beneficiary regarding the objectives of Help Desk points inside outlet and Support beneficiaries during record all complaints.
∎ Actively participate in the meeting with Community leaders, RFSC, Volunteers and with outlet staff.
∎ Actively participate and organize FGD and other assessment as directed by Line supervisor.
∎ Data aggregation and analysis produced to meet requirements for monthly, quarterly & annual progress reports.
∎ Prepare and submit schedule reports timely.
∎ Build such a relation with beneficiaries, so that they can feel comfort and secure to raise any complaints.
∎ Increasing demonstration and understanding of and commitment to World Vision’s Core Values in the approach to work and relationships.
∎ Ensure integration, cooperation and coordination among coworkers, partners and stakeholders.
∎ Continue reflective practice and promote its use in self and with others.
∎ As per requirement in changing context, support to sectors in performing relevant activities.
Additional Requirements:
∎ Age 26 to 35 years
∎ Cox’s Bazar inhabitant and must know local language.
∎ Familiar with and abide by the NGO/Red Cross Code of Conduct, the People in Aid Code, HAP, Core Humanitarian standards.
∎ Oral and written communication skills in English and Bengali
∎ Ability to work in a team.
∎ Work under pressure and can take additional responsibilities.
∎ Intermediate level of computer literacy using of Microsoft Office Microsoft Word, Excel, MS Power Point, & email, internet browsing
∎ Proven skill in quantitative and report writing.
∎ At least two years hands on experience in INGO and Emergency context
∎ The candidate will be shortlisted roll-on basis.
Salary: Negotiable
Compensation & Other Benefits:
∎ Mobile bill, Medical allowance, Weekly 2 holidays, Insurance
∎ Festival Bonus: 1
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 24 Dec 2023
Company Information:
∎ 19 Dec 2023
∎ World Vision Bangladesh Rohingya Crisis Response (WV BRCR)
∎ Address : Sayeman Heritage Residence, Second Floor, Block - B, Sayeman Road, Baharchora, Cox's Bazar -4700
Category: NGO/Development
: World Vision is committed to first do no harm to children or adult beneficiaries, to respect the rights of all beneficiaries, and to uphold the best interests of children as a primary consideration in all actions and decisions; accordingly; all the recruits will go through specific checks and compliance procedures in accordance to its Child and Adult Safeguarding Policy.World Vision Bangladesh has zero tolerance towards incidents of violence or abuse against children or adults, including sexual exploitation or abuse, committed either by employees or others affiliated with our work. World Vision Bangladesh as Child Safe Organization discourages anyone to apply with prior record of conviction related with child neglect, abuse and exploitation.
