Concern Worldwide is an Irish-based non-governmental, international, humanitarian organization, dedicated to the reduction of suffering and working towards the ultimate elimination of extreme poverty in the world’s poorest countries. Concern is currently recruiting the below post:

Job Code: 23-014-NH (You must quote this code on your application)

Job Title: Complaint and Response Mechanism (CRM) Officer – LIFE Programme (x1)

Location: Grand Bassa County

Reporting To: MEAL Advisor – LIFE Programme

Responsible For: N/A

Contract duration: Open Ended

Job Purpose: The overall objective of this position is to support Concern Worldwide in ensuring accountability with specific reference to the Complaint and Response Mechanism in all of its programmes in Liberia. The Complaint and Response Mechanism Officer will contribute to achieving high quality programming by ensuring fully embedded practical and effective Complaint and Response mechanisms for project participants within the Concern Worldwide Liberia country programme, via robust Complaint and Response Mechanism

Main Responsibilities:

CRM

With Support from the MEAL advisor Ensure that Concern’s complaint and response mechanism (CRM) is setup and operational in all of Concern areas of operation and elevate the effective use of the CRM in Concern programmes there by engaging with the CMT/SMT; Ensure Concern’s CRM guidelines and process is up to date, relevant and adapted to Concern’s ongoing and future programming in Liberia; Ensure through training and capacity building of Concern staff that the CRM is understood and used by all; Ensure through regular field visits that Concern field bases have the required visibility and communication in place to ensure all relevant stakeholders are aware of Concern’s accountability responsibilities and informed on how to hold Concern accountable to these responsibilities; Support the engagement of programme participants on the CRM set up and review, ensuring that it is an appropriate and accessible system, exploring ways to empower programme participants to make ‘sensitive‘ complaints in particular and to facilitate focussed group discussions on unintended consequences of our programmes; Support the SMT to respond to any safeguarding risks to our programme beneficiaries / community members, or our staff and volunteers and to mitigate any further risk of harm; Manage Concern’s CRM mechanisms, ensuring all complaints are registered and responded to in a timely manner; Ensure CRM issues are properly documented and reported on time; Monthly CRM reports are centrally compiled and shared with relevant staff for action; Develop a strong network and maintain good professional relationships with the relevant stakeholders dealing with accountability at local and national level; Provide/present CRM updates and issues for SMT/CMT for discussion and decisions

Transparency and information sharing

With the support of the MEAL advisor, support programme and field staff and partners to ensure that all programme participants and stakeholders have access to timely, accurate, and relevant information on their rights/ entitlements and Concern Liberia Programmes; With the support of the MEAL Advisor and in collaboration with the grant and Communication officer, support programme and field staff and partners to develop/adapt messages in languages, formats, and media related to CRM that are culturally appropriate for, and accessible to all programme participants.

Other responsibilities

Support preparations for and participate in donor visits and/ or meetings where required; Represent Concern at donor, government coordination, project consortia, and other external meetings as may be required; Ensure the efficient and transparent use of all project resources in order to maximize the benefit to the targeted communities; Promote and protect the reputation of Concern in external settings, ensuring that the organization’s experience and expertise is well communicated and consistently presented and that we are looked to as a professional organization; Complete any other reasonable task as may be requested by the line manager.

Experience & Qualification:

∙ Educated to Bachelor level in Development (or related discipline) OR equivalent professional experience.

∙ Between 1 and 2 years of experience in Accountability or Programmes in an (I)NGO in a high pressured, results-focused and dynamic environment. ∙ Strong organisational and planning skills/experience with a high level of accuracy and attention to detail.

∙ Excellent written, communication and interpersonal skills in English, including strengths in writing and editing narrative reports/documents. ∙ Excellent computer skills particularly Microsoft Office (high proficiency in Excel, Word, and PowerPoint).

∙ Demonstrated ability in coaching, training and building the capacity of staff/teams and partners.

∙ Experience dealing with sensitive matters in a highly confidential and discrete manner and ability to build/maintain trust.

∙ Strong networking, influencing and leadership skills.

∙ Able to take initiative and work independently – while keeping line manager, etc. appropriately informed. Ability to work both as part of a team & independently.

∙ Ability to juggle competing priorities, meet deadlines and work under pressure. Strong analytical capability.

∙ Local languages; commonly spoken local languages across Liberia

∙ Trained in quality standards such as Core Humanitarian Standard (CHS), SPHERE, Red Cross Code of Conduct, etc.

∙ Experience of MEAL and Communications

∙ The ability to ride or willingness to learn to ride a motorcycle.

How to apply:

By email to: liberia.hr@concern.net with the JOB CODE 23-014-NH Complaint and Response Mechanism (CRM) Officer – LIFE Programme clearly in the SUBJECT LINE.

By Hand to: HR Department, Concern Worldwide, Building Number-5 Andalucía’s Complex Compound Number-2, Between 6th & 7th Streets Sinkor Beachside, Behind Home City Furniture Store, Monrovia.

JOB CODE 23-014-NH Complaint and Response Mechanism (CRM) Officer – LIFE Programme clearly indicated on the envelope.

Applications must include the following:

∙ JOB CODE 23-014-NH Complaint and Response Mechanism (CRM) Officer – LIFE Programme letter of application stating why you believe you are the best suited for the position.

∙ A copy of your CV (maximum 4 pages) giving active daytime contacts.

∙ Names and addresses of two (2) work-related referees with professional e-mail addresses.

CLOSING DATE FOR APPLICATIONS IS 4 PM on Thursday 11th May 2023.

FEMALE APPLICANTS ARE HIGHLY ENCOURAGED TO APPLY

ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.

Safeguarding at Concern: Code of Conduct and its Associated Policies

Concern has an organisational Code of Conduct (CCoC) with three Associated Policies; the Programme Participant Protection Policy (P4), the Child Safeguarding Policy and the Anti-Trafficking in Persons Policy. These have been developed to ensure the maximum protection of programme participants from exploitation, and to clarify the responsibilities of Concern staff, consultants, visitors to the programme and partner organisation, and the standards of behaviour expected of them. In this context, staff have a responsibility to the organisation to strive for, and maintain, the highest standards in the day-to-day conduct in their workplace in accordance with Concern’s core values and mission. Any candidate offered a job with Concern Worldwide will be expected to sign the Concern Staff Code of Conduct and Associated Policies as an appendix to their contract of employment. By signing the Concern Code of Conduct, candidates acknowledge that they have understood the content of both the Concern Code of Conduct and the Associated Policies and agree to conduct themselves in accordance with the provisions of these policies. Additionally, Concern is committed to the safeguarding and protection of vulnerable adults and children in our work. We will do everything possible to ensure that only those who are suitable to work or volunteer with vulnerable adults and children are recruited by us for such roles. Subsequently, working or volunteering with Concern is subject to a range of vetting checks, including criminal background checking.

Concern Worldwide is an equal opportunity employer. We welcome applications from all sections of society. While all applicants will be strictly assessed on their individual merit, qualified women are particularly encouraged to apply.