SOLIDARITES INTERNATIONAL (SI) is an international humanitarian NGO which, for more than 40 years, has been providing assistance to populations affected by armed conflicts and natural disasters by meeting their vital needs for food, water and shelter. Particularly involved in the fight against diseases linked to unsafe water, the first cause of death in the world, SI's interventions provide expertise in the field of access to drinking water, sanitation and hygiene promotion, but also in the essential area of food security and livelihoods. Present in around twenty-five countries, SI's teams – more than 2400 people in total made up of expatriates, national staff, permanent staff at headquarters, and a few volunteers - work with professionalism and commitment while respecting cultures.

Solidarités International (SI) is determined to prevent and fight all type of abuse – all act of exploitation, abuse and/or sexual harassment (SEAH) against members of beneficiary communities or collaborators, fraud, corruption, violation of persons and/or property, funding of activities harmful to human rights – that could be perpetrated in the frame of its interventions. SI implements a zero-tolerance policy regarding acts of SEAH.

Solidarités International is an equitable employer committed to find all forms of discrimination. SI will never ask for any remuneration to take part in a recruitment process.

MISSION

Goal / Purpose:

The FCRM Team leader will ensure coherent and timely response to feedbacks and complaints from project stakeholders.

He/she provides technical support and training to the staffs in charge of FCRM related activities, participates to the roll out of the accountability framework and contributes to internal knowledge building.

He/she ensures recommendations and SI procedures are respected.

He/she coordinates a team of FCRM officers for receiving and responding to feedbacks/complaints and ensuring do no harm analyses.

POSITION

List of main tasks:

Management of complaint response mechanism (CRM):

• Ensure that all information related to complaints is properly recorded and that the logbook is clean
• Follow proper implementation of CRM standard operating procedures and refer all cases to the appropriate focal point
• Centralize follow-up of all cases referred to the management team until the closure of the case
• Ensure team weekly planning and follow up.
• Ensure a first analysis of the database and provide suggestions for improvement
• Ensure proper archiving for future reference and submit timely complaints reports
• Participate in training field teams on CRM information plan
• Report back any problems and constraints encountered during the course of the activities and suggest operational solutions

Ethic and professional practice:

• Display high commitment to confidentiality regarding the feedbacks and complaints as well as in the data management process
• Address beneficiaries’ feedbacks and complaints in a professional manner and in accordance with humanitarian principles
• Provide the beneficiaries with accurate information on SI programs and complaint response mechanism

Reporting/ communication / representation:

• Draft the weekly or monthly reports and submit them to the manager
• Bring to light any difficulty linked to his or her activities, to the programs of Solidarités International or security concerns
• Report any information or difficulty connected to his/her activity
• Support the base in the preparation of visual supports needed for presentation materials.
• Participate to reinforce understanding of SI fields of action, principles and modus operandi by the program teams and populations.
• Ensure that tools and files are properly archived and secured

Human Resources management:

• Participate in validating recruitment of his/her team
• Welcome and brief new employees working under his/her responsibility
• Manage and support the team under his/her responsibility
• Train his/her team members to use and maintain the available tools correctly
• Evaluate the performances of his/her team members
• When recruiting daily workers, follow procedures and directives outlined by his/her line manager and the administrative service
• Enforce safety procedures
• Ensure that safety procedures are followed by members of his/her team

• Bachelor degree in any related field.

• At-least 1 year of relevant working experience in FCRM.

Technical Skills:

• Encoding, Data Cleaning, Data Analysis & Visualization & Report Writing.

• Knowledge in Accountability to Affected Population (AAP) principles.

• Knowledge of software in data collection such as Kobo and etc.

• Strong verbal and written communication skills in both Dari, Pashto and English

Dear Applicant,
Solidarites International never asks job applicants for a fee, payment, or other monetary transaction. If you are asked for money in connection with this recruitment, please report to Solidarites International at stop@solidarites.org. 
Please note that:
•    SI is committed to a fair and transparent recruitment procedure.
•    Only the HR department will contact you during the recruitment process.
•    Only short-listed candidates whose application meets the criteria will be contacted & local applicants from the same province are encouraged to apply and will be given priority.
•    SI has the right to contact and verify each candidate's educational credentials and employment history described in his/her CV with the concerned organization. Any information received from your concerned organization will be dealt with due diligence and according to the SI Confidentiality Policy.
•    Do not attach other documents like work certificates, educational and other documents at this stage. These will be requested if you are called for an interview.
To apply for this vacancy, please submit your CV and Cover Letter in single PDF or MS Word Format in the given email address (recruitment@solidarites-afghanistan.org) and also submit your application form by using the following link:

https://forms.office.com/Pages/ResponsePage.aspx?id=QkVnhW7eH06HhMVgtQMRI4HWRymfvwVMraofx9AWMtZURTNDOUhGNUFTS1BGNkI4Vks2RVpMV1lDMi4u

If the link above does not work by clicking on it, please copy and paste it in the browser address bar.

As part of your application, it is essential that you include your full name and vacancy number (full name/vacancy number) for example: (Ahmad or Mahmood/ AFG-BMY-PRO-46-2024) in the subject line, and the position title FCRM Team Leader (Female Only) in the body of your email. Otherwise, your application will not be considered.

Please make sure that you have filled the application form accurately and completely & at the end of the application, you have pressed the Submit button.