Job Responsibilities

• To manage the day-to-day functions of the Feedback and Complaint Response Mechanism (FCRM) by working closely with MEAL Assistants and MEAL Officers.
• To ensure all complaints received to the FCRM are timely provided with a response in collaboration with Program Teams and the Code of Conduct Committee.
• To ensure FCRM Channels e.g. hotlines, WhatsApp, email, and FCRM Boxes are working properly and accessible to the People of Concern (PoC) as per DRC mandate.
• To regularly update the FCRM focal points referral system and ensure complaints are handled through appropriate channels confidentially and safely.
• To facilitate the development, implementation and review of the CHS Improvement Plan for DRC Kenya with the relevant program and support units.
• To produce monthly analytical reports on FCRM and share them with relevant program units and partners for organizational learning and continual improvement.
• To lead the FCRM-Program regular and periodic meetings and ensure the actions are documented, and followed up and resulted in a mutual improvement to strengthen accountability to the affected population within DRC and partner organizations.
• To develop content for FCRM awareness-raising among PoC and design attractive IEC materials e.g. posters, brochures and business cards in collaboration with Communication Officer and make sure they are disseminated by all means to the public.
• To coordinate and liaise with DRC Kenya teams and partners to improve accountability practices generally and FCRM accessibility for program participants, including establishing a broad understanding of the full function of the FCRM amongst the communities we work with, DRC staff, partners and suppliers. This includes conducting formal training, refreshers and field visits.
• To conduct regular visits to the DRC and partners’ operation areas and ensure relevant program staff are refreshed on accountability principles by organizing training and feedback sessions.
• To support partner organizations in building their accountability mechanisms and establish proper channels for FCRM.
• To ensure the awareness, accessibility and responsiveness of DRC Kenya FCRM is regularly monitored and improved through all monitoring and evaluation activities happening within the organization.
• To closely work with MEAL Officers on collecting feedback from PoC on DRC FCRM and accordingly develop and implement corrective action plans.