International consultancy- Complaints and Feedback Mechanism specialist

Job Description

JOB PURPOSEInsert in a dynamic and multicultural team, the CFM Specialist in coordination with the Government will define a CFM strategy and create an implementation plan. Will be responsible for identifying the most appropriate digital ticketing and referral system and will lead all aspects of the procurement, training, and implementation of the system. Will provide direct technical assistance for the hiring and training of all CFM employees. Furthermore, will assist the Government in defining referral pathways and establish a mechanism for data visualization and reporting on key issues raised.The position is based in Khartoum, Sudan.KEY ACCOUNTABILITIES (not all-inclusive)

1. Provide conceptual and technical direction for the development and design of the Government of Sudan CFM (incorporating inter-linkages between the call centre, hotline, regional information desks and other mechanisms requested from users)
2. Define the project?s strategy and implementation plan
3. Define and implement the proposed structure of the team
4. Identify and support the procurement, configuration and deployment of a digital ticketing and referral system for all complaints/feedback related to the SFSP. Assist in creating data visualizations, dashboards, and reports.
5. Develop and continually improve CFM Standard Operating Procedures (SOPs) that outline clear protocols and procedures for the management of complaints/feedback received through the CFM.
6. Work with all concerned partners to define and/or identify referral pathways both internally and with other CFM systems within the context
7. Assist in hiring and supervising the capacity development of CFM staff
8. Provide technical support in the development and implementation of various activities and processes of the CFM including CFM mapping, developing monitoring and evaluation tools for the CFM, beneficiary satisfaction surveys through focus groups discussions, internal analysis and reporting, supervising call handling performance and data entry against indicators, designing performance improvement/capacity building training programmes, etc.
9. Ensure information management systems are up-to-date and relevant; Liaise with IT support services to rapidly resolve technical issues; Support internal and external information management structures to ensure the timely and accurate delivery of information to affected populations
10. Act as a point of contact for resolution of a range of operational queries and problems within the CFM and coordinate the referral efforts to other partners as per the SOP while ensuring that Call Centre staff follow strict data protection and confidentiality principles
11. Prepare and/or review technical and analytical reports and dashboards, proposals, guidelines and CFM SOPs and disseminate among key stakeholders
12. Mantain?relationships with the Government and WFP through the provision of support to assist in information sharing and service delivery to staff
13. Assist in creating a communications and sensitization plan
14. Provide other programmatic support as requested

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