New Job Vacancy at Plan International Tanzania – Feedback & Accountability Officer
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AJIRA MPYA TANZANIA 2021 | NAFASI MPYA ZA KAZI 2021
Feedback & Accountability Officer
Posted Date: 13-Sep-2021
Location: Kibondo Tanzania, Tanzania
Company: Plan International
BACKGROUND
Plan
International is an independent development and humanitarian
organisation that advances children’s rights and equality for girls.
Plan has over 80 years’ experience and works in more than 75 countries
across the world. We strive for a just world, working together with
children, young people, our supporters and partners.
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Plan
International has been working in Tanzania since 1991. Our work
supports marginalised children and youth, especially adolescent girls,
to grow up physically and mentally healthy and ready to shape their
future. We create an enabling environment and empower girls to be active
drivers of change in realising their rights. We prioritise working with
partners, and ensuring all of our work is evidence based.
The
PlayMatters project is aimed at supporting play-based learning for
children aged 3-12 years in the 3 refugee camps and host communities in
the Kigoma region. The project will focus on reaching out to nearly 1
million pre-primary and primary school aged refugee and host community
children impacted by the humanitarian crises in East Africa and living
in Ethiopia, Uganda and Tanzania. This project aims to build children’s
social, emotional, cognitive, physical and creative skills through play
in their homes, schools, and communities and will be implemented in
partnership with War Child, International Rescue Committee, Behavioural
Insights Team and Innovations for Poverty Action.
role PURPOSE
Plan International Tanzania is looking for an
experienced Feedback and Accountability Officer responsible for all
PlayMatters project related accountability activities in Kibondo and
Kakonko districts as well as in Nduta and Mtendeli refugees’ camps. The
Feedback and Accountability Officer will also support on the feedback
mechanism, handling complaints/feedback from community, incoming calls
on helpline, assigning and managing complaints/feedback to go through
feedback cycle, collating feedback from helpdesk and from other sources
into a consolidated feedback report, providing general administrative
support to the Help desk (static and mobile) and documentation of
success stories and case studies from the community
members/beneficiaries.
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Dimensions of the Role
Feedback
and Accountability Officer will directly report to MEAL Coordinator in
Kibondo. She/he will provide onsite support to EiE officers in Kibondo.
Feedback
and Accountability Officer activities will be 60% field visit aiming at
supporting all camp accountability initiatives.
The role will
ensure the effective information sharing (Transparency), fully
participation of of beneficiaries in PlayMatters project intervention
and handling beneficiary’s complaints and feedback and tracking
effectively complaints/feedback reach in PlayMatters project
interventions.
Feedback and Accountability Officer will collaborate
with other consortium partners and participates in consortium meetings,
Camps meetings to ensure Plan International visibility.
Accountabilities
The Feedback and Accountability Officer specific roles will be:
- Collecting
beneficiaries’ complaints and feedback from different channels and
document them accordingly for further sharing with program team for
action. - Manning the static and/or mobile helpdesk for receiving
and giving complaints and feedback from the refugees and host community
members. - Receive refugees and host community (children, youths
and adults) with queries for information or support and assist them as
appropriate. - Accurately record complaints and feedback to the Complaints and Feedback mechanism Database.
- Assign complaints/feedback to interagency feedback cycle/referral pathway and monitoring progress.
- Appropriately document and respond to incoming calls with complaints/feedback and provide them with relevant responses.
- Collating feedback from helpdesk and from other sources into a consolidated feedback report.
- Tracking and updating on accountability indicators performance progress.
- Provide excellent customer service to refugee community, host community and agency staff visiting the help desk centre.
- Participate in routine feedback sessions with community and/or its leadership structures.
- Participating in UNHCR /Inter agency and host community-based feedback mechanism activities
- Supervise
the dedicated feedback incentive workers or community members in
collecting and responding to community feedback/complaints. - Work with Field officers and Social workers in collecting, acknowledging, and responding to community feedback/complaints.
- Process and coordinate the follow up of feedback/complaints responses at camp and host community level.
- Ensuring
information sharing by providing adequate and timely communications
about the Emergency Response Program activities to refugees in the
camps. - Advise the Emergency Response Program to select the most
appropriate feedback mechanisms based on the refugee camp and host
community realities and context. - Represent organization in the inter-agency, host community and other partners meetings at camp and host community level.
- Conduct Focus Group discussion, meeting and dialogues with beneficiaries to collect complaints/feedback and share feedbacks.
- Consolidating weekly and monthly accountability reports.
- Conducting Accountability capacity building to program staff and other stakeholders to be involved in PlayMatters intervention.
- Supporting any other MEAL assessments, surveys, and research initiatives.
- Perform any other duties as assigned by his/her supervisor
Key relationships
Staff Management
- This
position does not directly supervise any staff or refugee incentive
workers; however, s/he will be collaborating with other EiE Officers and
Incentive workers to support the implementation of PlayMatters
activities. - Report any violations of Plan International’s Code of Conduct and Policies as per Plan International-Tanzania.
External –
Close collaboration and strong working relationship with project
consortium partners and members of the Education Working Group (IRC,
Caritas, Save the Children, UNHCR, UNICEF, MHA, District Education
Officers) etc. The Feedback and Accountability Officer will also
maintain relationship with local authorities, relevant Government
institutions, and UN agencies to ensure Plan’s work is well linked to
other initiatives.
Internally- The Feedback and
Accountability Officer will directly report to the EiE Programme
Manager, and She/he will coordinate with EiE Specialist, Communication
and Advocacy team (CO), Illustrations Officer, EiE Coordinator, MEAL
Coordinator and EiE Officers for the implementation of project
activities at camp level. S/he will also work closely with finance team,
Procurement team, Communications and advocacy team and Human resources
team. S/He will also work closely with the Child Protection team and
ensure that protection is integrated in all Education activities.
NEW TANZANIAN JOBS, INTERNSHIPS AND VOLUNTEERING OPPORTUNITIES 2021 (1,312 POSTS)
Technical expertise, skills and knowledge
- Degree in Social Sciences or related fields
- People skills especially communication and facilitation skills with people of various backgrounds
- Sufficient experience in using spreadsheets especially excel, SPSS and any others software to collate feedback data
- Sufficient experience working in a refugee service delivery role or customer service work
- Demonstrated ability to explain the value and purpose of a feedback mechanism
- Demonstrated ability to identify key parts of a complete feedback loop
- Demonstrated capacity to apply best practices in setting up and managing effective feedback mechanism
- Ability to foster the programming approach and mind-set that actively seeks community feedback
- Demonstrated
understanding on how to use and respond to feedback from beneficiaries
and non-beneficiaries in targeted communities.
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Desirable
- Demonstrate good understanding of community-based CP system in the country
- Experience with refugees will be an added advantage
- Interpersonal, problem solving and decision-making skills
- Patience and stress management
- Good knowledge of computer applications
- Good training abilities
- Capacity to work under pressure
Plan International’s Values in Practice
We are open and accountable
- Promotes a culture of openness and transparency, including with sponsors and donors.
- Holds self and others accountable to achieve the highest standards of integrity.
- Consistent and fair in the treatment of people.
- Open about mistakes and keen to learn from them.
- Accountable for ensuring we are a safe organisation for all children, girls & young people
We strive for lasting impact
- Articulates a clear purpose for staff and sets high expectations.
- Creates a climate of continuous improvement, open to challenge and new ideas.
- Focuses resources to drive change and maximise long-term impact, responsive to changed priorities or crises.
- Evidence-based and evaluates effectiveness.
We work well together
- Seeks constructive outcomes, listens to others, willing to compromise when appropriate.
- Builds constructive relationships across Plan International to support our shared goals.
- Develops trusting and ‘win-win’ relationships with funders, partners and communities.
- Engages and works well with others outside the organization to build a better world for girls and all children.
We are inclusive and empowering
- Seeks constructive outcomes, listens to others, willing to compromise when appropriate.
- Builds constructive relationships across Plan International to support our shared goals.
- Develops trusting and ‘win-win’ relationships with funders, partners and communities.
- Engages and works well with others outside the organization to build a better world for girls and all children.
Physical Environment
The job holder requires 60 % field work in 3 camps and 40 % Office-based environments.
Level of contact with children
High interaction with children
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