Complaint Mechanism Consultant

I’mpossible is looking for Complaints Mechanisms consultant

He/ She is responsible for ensuring community-based Feedback and Response Mechanisms are in place in all program sites and to strengthen the quality and accountability of emergency response.

His/her main duties are to enhance transparency, promote continuous learning, reinforce accountability, build increased trust, encourage valuable lessons learned, and deepen engagement to enhance understanding of the organization's operations, ensuring a responsive, accountable, and trusted organizational environment.

Tasks and Deliverables

The position holder will more specifically have the following tasks and deliverables:

• Establish systematic processes for complaint mechanism and response within the organization.

• Provide specialized training and coaching sessions to enhance staff skills in effective complaint management and proper responding to inquiries at the complaint desks at I’mpossible office, ensuring that all I’mpossible organization core policies are respected.

• Promote transparency through sensitization campaigns and open communication, informing stakeholders about organizational processes.
• Implement initiatives to build trust among stakeholders, fostering reliability and credibility.

• Ensure that staff is capable of regular maintenance of complaints and feedback database/ information system during the implementation of the project.
• Train staff to carry out regular community feedback functions, ensuring that all I’mpossible organization core policies are respected.
• Build an effective record and filing system for all complaints solved and pending issues, including correspondences.
• Provide support to ensure complaints are closed within the appropriate timeframe including those reported from the hotline within the period of employment.
• Submit training completion report along with any required reports to project coordinator upon request.
• Ensure all documents and actions taken are documented within the period of employment.
• Perform other duties and responsibilities as required that may be assigned from time to time by supervisors or Head of Impossible organization.

Required Profile 

Qualifications and Experience:

• Bachelor’s degree in Organizational Management, Social Research, Development Studies or a related field and preferably comparable experience.
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Minimum of 2 years proven experience in accountability especially feedback mechanisms concepts and international humanitarian quality standards.
• Previous experience of working with NGOs.
• Experience in implementation of accountability and complaints reporting mechanisms.
• Experience in developing and/or managing complaints reporting mechanisms for programs.
• Ethical, focused on treating complainants/ community fairly and culturally sensitive.
• Innovative and solutions-oriented.
• Building collaborative relationships with Impossible staff and beneficiaries and the community.
• Conceptual and strategic thinking skills
• Excellent communication skills and experience in report writing.
• Proficiency in English language, both spoken and written.
• Understanding of monitoring processes, learning, adaptation and evaluation
• Qualified candidates are strongly encouraged to apply.