For national staff only
Organization - People in Need
Job Title - CFRM Assistant
Duty station – Chisinau
Salary range - 12920,00 – 18620,00 MDL brut, based on experience and profile
Application Deadline - September 23, 2024, by COB.
Type of contract - Employment contract; Full-time;
Expected Duration of Assignment - 01/10/2024 - 31/03/2025
Education & Work Experience:
˗ Degree in social sciences or related fields, or a student in these areas, or relevant experience in community engagement or customer service.
˗ Experience handling complaints and feedback mechanisms or similar roles involving direct communication with beneficiaries.
˗ Strong verbal and written communication skills to interact effectively with diverse beneficiaries and stakeholders.
˗ Excellent organizational skills for managing multiple tasks and maintaining detailed records of feedback and complaints.
˗ Proficiency in using computer applications for data entry, management, and communication.
˗ Willingness to travel frequently within Moldova, including to remote locations.
˗ Experience in fieldwork and direct community engagement is an advantage.
˗ Proficiency in Romanian and Russian is essential; English is an advantage.
Background:
People in Need (PIN) is a Czech non-governmental organization that provides relief aid and development assistance while working to defend human rights and democratic freedom. It is one of the largest relief and development organizations in post-communist Europe and has administered projects in 37 countries over the past 30 years. For more information about PIN: www.peopleinneed.net.
From 2009 onwards, PIN has added development programmes to its work in Moldova, building a vision and practices that keep people and communities at the centre of our work. Throughout its presence in the country, PIN has been contributing to the development of the following sectors: Sustainable Livelihood and Environment, Social Inclusion and Protection, Good Governance.
Position Overview:
Under direct supervision of the Data and Digital Transformation Coordinator, CFRM Assistant will contribute to implementation of PIN Moldova Community Feedback and Response Mechanism. CFRM Assistant will support corrective action where needed, and assist in collecting and documenting feedback and generating lessons learnt. S/he will be responsible in receiving and processing feedbacks and complains from beneficiaries, other stakeholders and target groups. S/he will be responsible for implementing the CFRM related activities and preparing high-quality deliverables, including keeping records of received requests, complaints and feedback and ensure follow-up of each and every case, as well as, contributing to complaints’ resolution process and CFRM’s statistics.
Duties & Responsibilities:
˗ Review and update CFRM policy adjusted to Moldova CP, PIN activities, target groups and context of Moldova, with significant focus on activities focused on children by giving a proper priority to Child-Friendly CFRM.
˗ CFRM Assistant promotes and strengthens understanding of the importance of CFRM among other PIN’s staff, beneficiaries and other stakeholders in Moldova by conducting internal inductions (including traveling to field ocations), awareness sessions and trainings to PIN staff, beneficiaries and other stakeholders (including partners/grantees/CSOs, local authorities/municipalities, communities, contractors, etc.).
˗ Set up CFRM reporting channels in consultation with communities and stakeholders (including mechanism for collecting and documenting feedback and complaints that comes through PIN staff).
˗ Receive and collects feedback also through observations and direct interactions with beneficiaries during frequent site visits, and handle feedback and complaints.
˗ Record (including proper categorization) and follow-up on the cases.
˗ Analyze the feedback/complaints and provide, provide regular updates in the form of visualizations and draft analytical reports.
˗ Ensure that lessons learnt are incorporated into program adaptation.
˗ Support to produce communication materials in collaboration with communication department.
˗ Support partners/CSOs/grantees in capacity building in the domain of CFRM and in establishing their own CFRM, if they do not have it.
˗ Support in conducting investigation on serious CFRM cases, as relevant.
˗ Actively cooperate with programmes and project implementations teams, especially PMs, on being up to date on the projects scope and implementation plans, in order to be able to provide relevant information to the beneficiaries and/or to refer internally, including providing internal referrals for assistance, including internal referrals of protection cases to PIN Protection unit; act based on internal service mapping prepared and regularly updated by programme team.
˗ Actively cooperate with Safeguarding Focal Point (HR Manager) and Protection unit (Referral Focal Point) in the light of joint agenda of safeguarding, protection mainstreaming & referrals and CFRM, when overlapping to coordinate efforts.
˗ Conduct assessment, monitoring and evaluation on the effectiveness of the mechanism, including setting up CFRM KPIs and monitor their progress.
Requirements:
˗ Degree in social sciences or related fields, or a student in these areas, or relevant experience in community engagement or customer service.
˗ Experience handling complaints and feedback mechanisms or similar roles involving direct communication with beneficiaries.
˗ Strong verbal and written communication skills to interact effectively with diverse beneficiaries and stakeholders.
˗ Empathy and active listening to understand and address concerns accurately.
˗ Excellent organizational skills for managing multiple tasks and maintaining detailed records of feedback and complaints.
˗ Ability to ensure confidentiality and ethical handling of sensitive information.
˗ Critical thinking skills to develop appropriate responses or referral actions.
˗ Ability to analyze feedback to identify trends and provide actionable insights.
˗ Proficiency in using computer applications for data entry, management, and communication.
˗ Ability to manage various communication channels, including hotline operations and social media, but also child friendly mechanism to generate, collect and analyse feedback from children.
˗ Strong teamwork skills and ability to collaborate with different departments and stakeholders.
˗ Experience in outreach and raising awareness about feedback mechanisms.
˗ Flexibility to adapt to changing circumstances and respond to emerging needs.
˗ Proactive in identifying improvements for feedback mechanisms and processes.
˗ Willingness to travel frequently within Moldova, including to remote locations.
˗ Experience in fieldwork and direct community engagement is an advantage.
˗ Proficiency in Romanian and Russian is essential; English is an advantage.
Interested applicants must submit the following:
˗ Cover letter (in English);
˗ CV (in English);
˗ Contacts of three references (one should include the supervisor in the most recent work assignment).
Deadline for applications: September 23, 2024, by COB.
The applicants will be invited for interviews on a rolling basis. The application process might be stopped earlier if a suitable candidate is identified before the application deadline.
Only shortlisted candidates will be contacted for the interview. No phone calls or inquiries are allowed.
People in Need is committed to preventing any type of unwanted behavior at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct and committed to promoting the welfare of children and adults with whom People in Need engages /is in contact with. People in Need expects all staff to perform job duties and responsibilities in accordance with People in Need code of conduct and key policies (available at: https://www.peopleinneed.net/key-policies-4142gp). People in Need Staff will undertake the appropriate level of training.
All offers of employment will be subject to satisfactory references and appropriate screening checks, which can include criminal records and terrorism finance checks.
We are committed to ensuring diversity (people from different social and ethnic backgrounds and of different genders, sexual orientations etc.) within our organization and encourage interested candidates to apply.
By sending their CV and other documents to the aforementioned link the candidate implicitly consents to their personal data appearing in the CV and such other documents being held and processed by PIN exclusively with the view to analyzing the candidate’s suitability for the position and keeping such data in our files for a reasonable period of time in accordance with the PIN's Data Protection Policy. The candidate can revoke such consent anytime by sending an according notice. Kindly refrain from including any special personal data, whose processing, as per applicable law, requires the express written consent of the subject of such data.
