List of main activities:

Contribute to SI’s consideration of beneficiaries’ accountability through the management of the different FCRM channels:

• Answer the calls received via the FCRM hotline and WhatsApp number.
• Welcome the people who come directly to the office to complain or provide feedback.
• Hold the FCRM desk on the field during distributions.
• Input the details of the complaint/feedback received on the Kobo form.
• Respond to the complainant on the spot if possible or record it if further research/investigation should be conducted.
• Call back the beneficiaries to provide responses to their complaints/feedback.
• Ensure training and induction on FCRM to SI staff when needed.
• Present FCRM mechanisms and principles to beneficiaries when needed.

Management of the FCRM database

• Ensure the data entry of CRM Forms from ONA received from the field, the hotline, and the office visits.
• Ensure the data extraction from ONA and the cleaning of all cases on the database.
• Ensure that the FCRM database is up to date.
• When applicable, upon reception of satisfactory answer from the program team or when the complaint/feedback is out of SI’s scope of action, close the case in the database.

Internal reporting

• Communicate the complaints/feedback received to the program team for their feedback.
• Follow-up of the action points taken jointly with program team following complaint or feedback
• Contribute to the reporting of trends of types and nature of complaints to the MEAL manager to inform current and future programming.
• Ensures efficient data transmission and archives for future reference and submits timely complaints reports.
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Ethic and professional practice:

• Represent SI when communicating with the different stakeholders and inform on its activities and provide the relevant information.