Officer, Helpline Support (Contractual), Safeguarding & Grievance Management Committee (SGMC)

Job Description

Title: Officer, Helpline Support (Contractual), Safeguarding & Grievance Management Committee (SGMC)

Company Name: BRAC

Vacancy: Not specific

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor degree in any discipline

Experience Requirements:
∎ At least 1 year(s)

Job Responsibilities:
∎ Receive 100% phone calls and written complaints and inform about confidentiality clause, obtaining caller/complainants information through proper verification and keeping records along with the provided documents, provide suggestions regarding general queries and forward to concerned authority for necessary steps, maintain all logbooks and reports regarding calls and complaints.
∎ Encourage the caller for explanation, describe the steps regarding the complaint, prepare observation note and send it to the concerned personal file, filter the complaint for forwarding it to the concerned unit as per standard operation and send the miscellaneous complaints to concerned programmes.
∎ Check respective email regularly to keep all complaint, manage complaints following proper procedure, document all related information according to standard operation procedure and filter complaint. information following standard filtration procedure, and inform management of overall complaint trends.
∎ Maintain all the logbooks supporting Helpline and complaint management and keep records of each and every document maintaining confidentiality.
∎ Conduct follow-up of the complainant as required after the final decision is to ensure the mental state of the complainant, take necessary notes during follow-ups, inform the safeguard grievance management committee about follow-up information (if required), offer psychosocial counseling, medical assistance, or legal assistance and also referred to the concerned unit if required and any other task assigned by management related to follow-up procedure.
∎ Ensure the safety of team members from any harm, abuse, neglect, harassment, and exploitation to achieve the program's goals of safeguarding implementation. Act as a key source of support, guidance, and expertise on safeguarding for establishing a safe working environment.
∎ Practice, promote, and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.
∎ Follow the safeguarding reporting procedure in case any reportable incident takes place, and encourage others to do so.

Additional Requirements:
∎ Age at most 40 years
∎ Office management.
∎ Report preparation.
∎ Case study writing both in Bangla and English language.
∎ Communication skills both in Bangla and English.
∎ Typing skills both in Bangla and English.
∎ Computer literacy in MS Office, MS Excel and PowerPoint presentation.
∎ Understanding gender discrimination
∎ Understanding investigation, inquiry, fact-finding
∎ Knowledge on grievance management
∎ Knowledge on the helpline and complainant dealing process

Salary: Negotiable

Compensation & Other Benefits:
∎ Mobile bill, Weekly 2 holidays, Insurance
∎ Lunch Facilities: Partially Subsidize
∎ Festival Bonus: 2

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 20 May 2023

Company Information:
∎ 15 May 2023
∎ BRAC
∎ Address : BRAC Centre, 75 Mohakhali, Dhaka-1212
∎ Web : www.brac.net
∎ Business : BRAC is an international development organisation founded in Bangladesh that partners with over 100 million people living with inequality and poverty globally to create sustainable opportunities to realise potential.

Category: Customer Support/Call Centre

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