Management of the hotline number:

• Ensure that all information related to the person calling is properly recorded and that every call is recorded in the hotline database.
• Responsible for the proper implementation of all hotlines operating procedures and refer all cases to the appropriate manager according to those procedures.
• Address beneficiaries’ queries through the hotline in a professional manner and provide accurate information on SI programs or referral mechanisms.
• Ensures efficient data transmission and archives for future reference and submits timely complaints reports (daily sitreps, daily oral reports, if necessary, weekly filing).

• Response to and collect complaints received via text and WhatsApp.

   

Accountability and Feedback Complaints and Response Mechanism (FCRM).

• Ensure the data entry and cleaning of CRM forms received from the field either through personal effort or the hiring of DWs
• Ensure the extraction of CRM Forms from ONA; the cleaning of CRM form data; transfer of this data and all complaints received from all sources to the CRM logbook; and the transfer of these forms to program departments on a daily basis.
• Through systematic and continuous engagement with communities targeted by SI’s programming, collect complaints and feedback regarding SI’s programs on mobile devices and verbally and transferring to MEAL team leader/supervisor
• Closing the loop: When applicable, upon receiving program response on complaints from MEAL Team Leader, communicating response to beneficiaries and ensuring issue had been dealt with in a satisfactory manner
• Take part in the accountability mechanisms set up by SI, and particularly ensure that beneficiaries’ feedback are taken into account and requests/complaints are addressed in a timely manner.
• Ensuring training and induction on FCRM of beneficiaries and SI staff when needed (induction, activities, etc.).

Ethics and professional practice:

• Display high commitment to confidentiality
• Address beneficiaries’ feedback and complaints in a professional manner and provide accurate information on SI programs and FCRM
• Represent SI in the field, inform on SI’s activities and purpose of visit

Support MEAL department:

• Contributes to the organization, planning and preparation of MEAL activities
• Collect monitoring data using SI tools

Reporting:

• Bring to light any difficulty linked to his or her activities, to the programs of Solidarités or security concerns

Report any information or difficulty connected to his/her activity.