2 Complaint Help Desk Assistants at World Vision

2 Complaint Help Desk Assistants at World Vision

2 Complaint Help Desk Assistants at World Vision

Location: Kigoma, Tanzania
Organization: World Vision Tanzania (WVT)
Date Posted: February 3, 2024

About Us:
With a legacy spanning over 70 years, World Vision is committed to empowering vulnerable children to overcome poverty and thrive. Guided by our Christian faith, we serve children in even the most challenging environments, offering hope and transformation.

Key Responsibilities:

Beneficiaries Oriented (50%)

• Receive, record, and respond to complaints related to World Vision programs.
• Engage in daily pre-distribution meetings to communicate updates to beneficiaries.
• Liaise between beneficiaries and relevant project teams.
• Ensure timely referral of non-food complaints to appropriate sectors.
• Provide information and engage communities in project activities.

Accountability (Work Related) (30%)

• Ensure timely response to complaints.
• Channel non-food complaints to other agencies promptly.
• Maintain confidentiality of all complaints and feedback.
• Display help desk banners during operations.
• Adhere to humanitarian code of conduct and operating procedures.

Reporting and Documentation (15%)

• Prepare and submit weekly or monthly progress reports.
• Reconcile manual redemption reports and submit to WFP.
• Record data and document meeting minutes during distributions.

Other Duties (5%)

• Represent the project in inter-agency help desks and camp coordination meetings.

Required Qualifications:

Professional Experience

• Proficiency in Database Management Tools (ODK software, MS Access, Excel, SPSS).
• Minimum 2 years of experience with international NGOs focusing on community engagement.
• Ability to effectively work with beneficiary communities and stakeholders.
• Experience in training, community consultation, and facilitating focus group discussions.
• Commitment to international humanitarian standards and WV Core Values.

Education

• University Degree in Human Resource, Sociology, Political Science, Business Administration, or International Development.

Preferred Qualifications:

• Understanding of Android mobile platform.
• Exposure to mobile hardware technologies.
• Experience in humanitarian operations or disaster response.

Working Environment:

• Field (Refugee camps) and Office-based.

Physical Requirements:

• Physically fit.

Language Requirements:

• Fluent in both English and Swahili.

Key Working Relationships:

• Contacts within and outside World Vision.
• WFP and UNHCR field staff.
• Plan International.
• Refugee community leaders.
• Help Age International.

Decision Making:

• Regular discussion making guided by humanitarian principles.

Core Competencies:

• Safety and resilience.
• Results-driven.
• Relationship building.
• Accountability.
• Continuous learning and development.
• Innovation and improvement.
• Collaboration and partnership.
• Adaptability to change.

Applicant Types Accepted:

• Local Applicants Only.

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