Job Description

Title: Help Desk & CRM Assistant

Company Name: Eco-Social Development Organization (ESDO)

Vacancy: 3

Job Location: Cox's Bazar (Teknaf)

Employment Status: Full-time

Educational Requirements:
∎ Graduation in any subject from any registered institution

Experience Requirements:
∎ At least 1 year(s)

Job Context:
∎ Eco-Social Development Organization (ESDO) started its journey in 1988 with a noble vision to stand in solidarity with the poor and marginalized. Being a peoples` centered organization, ESDO envisioned for a society which will be free from inequality and injustice, a society where no child will cry from hunger and no life will be ruined by poverty. Near about three decades of relentless efforts to make this happen, ESDO has embraced new grounds and opened up new horizons to help the disadvantaged and vulnerable people to bring meaningful and lasting changes in their lives. During this long span, ESDO has adapted with the changing situation and provided the most time-bound services especially for the poor and disadvantaged. A community focused and people centered approach has been adapted by ESDO while consideration was given to the national policy and Sustainable Development Goals (SDGs) as its guiding principle. ESDO is one of the most dynamic organizations expanding its development interventions across 283 upazilas under 49 districts of Bangladesh covering over 10 million poor and vulnerable people.
∎ As partnership with Concern Worldwide, ESDO is implementing the Integrated Nutrition Project in Coxsbazar District. ESDO is inviting applications from interested qualified candidates for the position. Only ready to join applicants are invited to apply.

Job Responsibilities:
∎ In line with the continuous support to Concern Worldwide beneficiaries; and how to use the complaints mechanisms can be shared with Refugee through feedback box, help desk, household visit, group discussions, placing banners, Hot line number sharing at project sites and other appropriate means which provides coordination and technical support to agencies that are establishing Information across the Rohingya Refugee Camps. Concern’s formal feedback mechanism for the affected population, the general public and all relevant stakeholders, is the Complaints and Response Mechanism (CRM).
∎ Ensure The post holder will equally support the monitoring and evaluation components of the project supporting the team to develop and utilise different tools, maintain and update register to track each specific complaints and report to the line manager.
∎ Liaises with:
∎ The Helpdesk Assistant-MEAL will work closely with the volunteers as they have to visit beneficiaries at their household. They will work under the direct supervision of Camp Supervisors. Supervisors will take all precautions to ensure the process as the nature of the work is very sensitive.
∎ The Helpdesk Assistant-MEAL will receive complete technical support from MEAL. They willwork closely with the MEAL team in supporting to the programme to ensure the project receives necessary support from the support teams.
∎ Main duties & responsibilities:
∎ Establish Helpdesk systems and proficient in using the tools
∎ Establish Helpdesk System in the facility and setting up a functional Helpdesk for beneficiaries at facility level
∎ Ensuring that the Helpdesk system works and feedback is received. Confidentiality and security issues must be maintained.
∎ Counselling and messaging to beneficiaries; ensure that the Communication with Community common vision is understood and implemented. Ensure assistance and Accountability services to the project participants. Make sure participants understand that their reporting privacy is well maintained
∎ Receive complaints, and document them according to the prescribed format and concern policy; Complain must be written on behalf of the participant at facility or HH level maintaining confidentiality. Maintain CFRM register and ensure CFRM database with confidentiality
∎ Counselling and follow-up at HH/community level where needed
∎ Service mapping of every existing service providers on catchment area and for any non-Concern related issues refer to the nearest relevant service provider/ info-hub
∎ Work closely with the volunteers to follow-up the raised feedbacks from beneficiaries and make our service more convenient for beneficiaries
∎ Online data collection on DDG, ONA or KoBo of any assessment or study lead by MEAL team
∎ Collect success or case study of Concern services
∎ Participate camp level Accountability/ info-hub coordination meeting as Concern representatives
∎ The Assistant will receive complaints, and document them according to the prescribed format and concern policy.
∎ Expertise on CHS and other concern policies to ensure quality service and accountability
∎ Provide technical advice and support to the participants through Helpdesk
∎ An important aspect of accountability to beneficiaries is allowing for feedback and complaints in relation to matters including the implementation of Programmes and the conduct of Concern staff and partner staff, to be channelled to Concern in a safe and accessible manner.
∎ Disseminate the Joint Communication Feedback System Protocol for Helpdesk and provide necessary advice about its use, including the principals of collecting and responding to complaints. Advocate for site management over sight in all site level feedback and complaints mechanisms.
∎ Conduct household visits to reach farthest place and inclusive groups
∎ Receive technical support from MEAL Specialist-Accountability to embed CRM mechanisms in each sector/programming area and administrative support from Program to ensure the smooth run of the operation.
∎ Produce assistance to reports on Concern complaint/feedback trends, response procedures, and other Accountability related issues
∎ Any assignment by the supervisor have to perform as a priority basis
∎ Basic Concept on Helpdesk service
∎ Make sure beneficiaries understands that their privacy is well reserved and CWW will not reveal their identity to anyone
∎ Assist beneficiaries to form complain who cannot wright
∎ The complaint must be written behalf of the beneficiaries at their house hold.
∎ Concern worldwide welcomes complaints to ensure continuous improvement
∎ Information and experience sharing of barrier for people accessing CRM
∎ To establish processes for linking analysis of community feedback data, the Assistant will work with MEAL team, respective supervisor will ensure the security and administrative procedures.
∎ The Helpdesk Assistant are strictly prohibited to consolidate, analyse and produceany report on regarding feedback or complaints
∎ Concern’s approach to accountability is based on the four pillars of: 1) information sharing; 2) participation; 3) feedback mechanisms; and 4) continual learning
∎ Findings and Reporting
∎ If neededHelpdesk Assistant will process any relevant report under the direct supervision or instructions by the Emergency Director.
∎ Coordination and communication
∎ Participate in Camp level coordination with other stakeholders supporting similar initiatives and highlighting concern works as well as picking best practices for adoption with concern programming.
∎ Support the MEAL-Team to identification appropriate beneficiaries and ensure database for better communication and assist in planning kick-off workshop where applicable.
∎ Ensuring that the CHS standard of accountability
∎ HelpdeskAssistant is accountable to the Emergency Director, ConcernWorldwide Bangladesh all Project for performance under Cox’s Bazar district. Feedback from project participants along with feedback from colleagues, together with the impact of the M&E system of the project will be used as the main means of assessing performance of this position holder.
∎ Promote and ensure compliance with the requirements of Concern's Programme Participants Protection Policy (P4) and Humanitarian Accountability Partnership standards to ensure maximum protection to programme beneficiaries
∎ Any other tasks as specified by the Emergency Director

Additional Requirements:
∎ Age at most 45 years
∎ Only females are allowed to apply
∎ At least 1 Year Experience working in the Rohingya Response
∎ Experience on conducting HH visit, group sessions and any other effective way to communicate
∎ Expert on Chittagonian dialect
∎ Females only

Salary:
∎ Tk. 34000 (Monthly)
∎ As per final budget the salary could be changed.

Compensation & Other Benefits:
∎ Two festival bonuses @ 50% of one month gross salary per year & Boishakhi Allowance @10% of gross salary.

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 14 Jan 2022

Company Information:
∎ 11 Jan 2022
∎ Eco-Social Development Organization (ESDO)
∎ Address : Collegepara (Gobindanagar), Thakurgaon-5100 Bangladesh
∎ Web : www.esdo.net.bd

Category: NGO/Development

: Interested candidates are requested to submit their resume with cover letter along with recent Passport size Photo, photocopy of all academic and experience certificates, NID card /Citizenship certificate including two references. Applications should reach within 14/01/2022 by post or Currier or hand to hand delivery to: APC(HR), ESDO, Collegepara (Gobindanagar), Thakurgaon-5100, Bangladesh.Only shortlisted applicants will be contacted and called for interview.Women are especially encouraged to apply.Equal opportunity, promoting women & children rights is mandate of ESDO.