Title: Helpdesk Assistant -MEAL-Female Only
Company Name: Concern Worldwide
Job Location: Cox's Bazar (Ukhia)
Employment Status: Contractual
∎ Graduation in any subject from any registered institution
∎ Type of Contract: Fixed Term Contract up to 31 December 2022
∎ Job Purpose: In line with the continuous support to Concern Worldwide beneficiaries; how to use the complaints mechanisms can be shared with Refugee through feedback boxes, help desk, household visits, group discussions and awareness sessions, placing banners, Hotline 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 the register to track each specific complaint and report to the line manager.
∎ Establish Helpdesk systems and proficiency in using the tools:
∎ Create a Helpdesk System at the facility level and maintain it operational for the beneficiaries
∎ Ensuring the Helpdesk system is functioning and that feedback is received where security and confidentiality 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 the 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 provider 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 on the raised feedback from beneficiaries and make our service more convenient for beneficiaries
∎ Online data collection on DDG, ONA or KoBo of any assessment or study led by the MEAL team
∎ Collect success or case studies of Concern services
∎ Participate camp level Accountability/ info-hub coordination meetings as Concern representatives
∎ The Assistant will receive complaints and document them by following Concern format and policy.
∎ Expertise in CHS and other concern policies to ensure quality service and accountability
∎ Provide technical advice and support to the participants through the 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 principles of collecting and responding to complaints. Advocate for site management oversight in all site-level feedback and complaints mechanisms.
∎ Conduct household visits to reach the farthest place and inclusive groups
∎ Receive technical support from the MEAL Coordinator to embed CRM mechanisms in each sector/ programming area and administrative support from the MEAL Advisor to ensure the smooth operation
∎ Produce assistance to reports on Concern complaint/feedback trends, response procedures, and other Accountability related issues
∎ Any assignment by the supervisor has to perform on a priority basis
∎ Basic Concept of Helpdesk service
∎ Make sure beneficiaries understand that their privacy is well reserved and Concern Worldwide will not reveal their identity to anyone
∎ Assist beneficiaries forming complaints who cannot wright. The complaint must be written on behalf of the beneficiaries in their household or where he/she would like
∎ Concern worldwide welcomes complaints to ensure continuous improvement
∎ Information and experience sharing of barriers for people accessing CRM
∎ To establish processes for linking analysis of community feedback data, the Assistant will work with MEAL team, and the respective supervisor will ensure the security and administrative procedures
∎ The Helpdesk Assistant are strictly prohibited to consolidate, analyse and produce any report 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 and improvement
∎ Findings and Reporting:
∎ If needed Helpdesk Assistant will process any relevant report under the direct supervision or instructions of the Team Leader
∎ Update daily register and soft copy of tracker of Complaints and feedback and share as follows by reporting protocol
∎ SMART Findings need to collect to ensure quality programming and to ensure beneficiary AAP
∎ 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
∎ Regular mapping of different service providers align with info hub to serve beneficiary referral
∎ Support the MEAL-Team to identify appropriate beneficiaries and ensure a database for better communication and assist in planning kick-off workshops where applicable
∎ Ensuring that the CHS standard of accountability:
∎ Helpdesk Assistant is accountable to the MEAL Advisor, Concern Worldwide Bangladesh all projects 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 the 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 MEAL Advisor
∎ Accountability :
∎ In line with Concern's commitments under the Core Humanitarian Standard (CHS):
∎ Actively promote meaningful community participation and consultation at all stages of the project cycle (planning, implementation, M&E);
∎ Work with relevant colleagues to ensure that the Complaints and Response Mechanism (CRM) is functional and accessible, and that feedback and complaints are welcomed and addressed;
∎ Work with relevant colleagues to ensure that information about CRM, safeguarding and expected staff behaviour is disseminated among programme participants and communities.
∎ Sound knowledge of MEAL activities, Helpdesk, AAP, CwC and Quality assurance
∎ Experience in conducting HH visits, group sessions and any other effective way to communicate
∎ Expert in Chittagonian dialect
Salary: Tk. 28135 (Monthly)
Compensation & Other Benefits:
∎ Monthly Hardship Allowance of BDT 10,000/-, Bonus (02), Group life and Hospitalisation Insurance coverages, OPD Allowance, Mobile ceiling as per organisational policy
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 29 May 2022
∎ 25 May 2022
∎ Concern Worldwide
∎ Business : Concern Worldwide is a non-governmental, international, humanitarian organization dedicated to the reduction of suffering and working towards the ultimate elimination of extreme poverty in the world`s poorest countries. With its head quarter in Ireland, Concern has been working in Bangladesh since 1972.