Answer and listen, process and respond to complaints and guide beneficiaries that seek help through ADRA Uganda hotlines and other CRMs.

Key Duties and Responsibilities
• Answer/Listen, process and respond to complaints and guide beneficiaries that seek help through ADRA Uganda hotlines and other CRMs.
• Follow up on internal complaints and feedback referrals with appropriate offices and sectors and respond to raised pending issues
• Enter all complaints and feedback in the database and keep up to date records to generate reports anytime.
• Ensure a proper filling system for all the complaints and feedback taken through the help lines / field visits.
• Collect the complaints and make a daily data entry for all the data collected through the help lines or field visits. Record the complaints and report it to your supervisor.
• Support beneficiaries through information sharing and relating to services provided by ADRA Uganda and partner organizations, upon request and refer beneficiaries per subject needs.
• Conduct feedback sessions for the project.
• Share complaints and feedback -received through helpline- trends analysis quarterly and monthly reports.
• Collect feedback from other team members about referred complains to their respective sectors.
• Carry out additional responsibilities and project’s tasks as assigned to you.

Job Specification
• Bachelors degree in community development, social worker and development, Education, community psychology, or other related field.
• Relevant professional experience in complaints handling is a must, with a minimum of two years’ experience.
• Experience from working in a humanitarian setting is desirable
• Must have Good networking skills.
• Must be able to speak Swahili and or kinyabwisha, kihema
Deadline: 26th May 2022