After intense and productive emergency work in response to the Hurricane Matthew, the International Federation of Red Cross and Red Crescent Societies is shifting its efforts from relief to recovery and long-term development programming. IFRC activities focus on integrated community recovery and preparedness interventions in Haiti working with the Red Cross/Red Crescent network, particularly with the Haitian Red Cross (HRC).

Community Engagement & Accountability is central to high quality programming and has been identified as a fundamental element in all the Red Cross movement programmes. CEA is also crucial to ensuring true programme integration with the involvement of a variety of sectors and teams. CEA is an approach that promotes the dignity of those affected by enabling them to influence decision-making and play a central and active role in their own recovery or development.

The purpose of this position is to use lessons learned from the experimentation of the Feedback and Responses Mechanism implemented in Haiti by PNSs programs, in order to support the FRM implementation and contribute to its smooth running in the IFRC recovery program.

• Manage the IFRC Feedback & Response Mechanism(FRM) database
• Ensure the effective management of the ARC-hotline
• In cooperation with the CEA Manager, handle and resolve community feedback & complaints by looking previously for accurate information.
• In cooperation with CEA Team Leader and Officers Update Q&A documents on a regular basis.
• In a transparent manner (what Red Cross can do and what we cannot do), provide information regarding projects, activities and services.
• Ensure the strict respect of confidentiality and the internal ethic principles in dealing of sensitive issues raised by community members.
• In cooperation with CEA Manager, develop appropriate systems by referring to PNSs experiences (logbook, hotline) to ensure effective beneficiary feedback mechanisms are in place and functioning throughout the program cycle and that feedback is incorporated in future project activities.
• In close consultation with Field CEA Officers, explore the possibility to put in place other systems at community level that will enable beneficiaries to manage their own issues. Such as feedback & suggestion Group, Help Desk....
• Enter the FRM database all community feedback, questions and complaints from respective sectors, which will allow it to be compiled for program decision-making, learning and sharing.
• Identify and escalate priority issues, can analyze problem & propose solution.
• In cooperation with CEA Manager, handle and resolve community feedback & complaints by looking previously for accurate information.
• In cooperation with communication unit, develop an internal and external FRM flowchart. The internal to be displayed at both IFRC office (P-au-P & Jérémie) and the external at the HRC regional + local offices.
• Lead awareness on community complaints handling mechanisms at the community level to ensure widespread knowledge of the purpose, operations and structure of the mechanisms.
• In cooperation with CEA manager, include a method for receiving confidential feedback or complaints in cases where community members are not comfortable to share their complaint publicly.
• Discuss issues received from feedback systems on monthly basis with projects staff and prepare monthly, quarterly reports for review by IFRC management.
• Co-ordinate with projects staff to ensure appropriate and timely responses to community Feedback & Complaints.
• In cooperation with CEA manager, create a communication process to report back feedback related to projects & activities to internal team (Hub-Coordinator, Sectors Coordinators, Human resources and the Head of Emergency for more complicated or very sensitive issues.
Resource Acquisition- Management-Partnership & Coordination
• Maintain the confidentiality and security of community complaints and feedback by storing electronic and hard copy documentation in a secure manner.
• Contribute to the designing of joint feedback & complaints mechanism with PNSs where it’s possible.
• Ensure that other partners are making follow-up on issues related to their work on the ground.
Reporting: provide reports according to the schedule (weekly, monthly, quarterly…) set by the line management.

1. Ensure effective working relationships with Haitian Red Cross Society
2. Abide by and work in accordance with the Red Cross and Red Crescent principles
3. Perform any other work related duties and responsibilities that may be assigned by the line manager

Education Required
Bachelor degree in Education, Social Sciences, Community Development or a related science. X
ToT Certification with HAP International on Investigation of Allegations of Exploitation and Sexual Abuse X
Expérience Required
At least 1-2 years’ experiences working in CEA with special focus on community Feedback & Complaints handling X
Experiences in delivering trainings on Complaints handling, Community Engagement, Accountability… X
Knowledge and Skills Required
Strong knowledge in managing Feedback & Response Mechanism ( FRM) database and excellent command in Microsoft Office programs X
Good knowledge of GBV, PSEA and accountability initiatives X

Languages Required
Fluently spoken and written English X
Fluently spoken and written French X
Fluently spoken and written Creole X

The FRM Manager will be located with IFRC at Port-au-Prince with possible travels to Jérémie and be mainly responsible to support CEA Manager/ Team Leader with the management of the IFRC-Feedback & Response Mechanism(FRM)

Letter of Interest, CV, diplomas, certificates, employment certificates

Les Irois, Anse d’Hainault and Jeremie the local Haitian Red Cross

Applications received after March 17, 2017 will not be considered.