FRM Officernew

ROLE PURPOSE: 

Save the Children is the leading independent organization for children. We save children’s lives; we fight for their rights; we help them fulfill their potential. We work together, with our partners from civil society and government, to inspire breakthroughs in the way the world treats children and to achieve immediate and lasting change in their lives.

The Feedback and Response Mechanism (FRM) Officer will lead the implementation of accountability to affected populations (AAP) and community feedback systems across the flood response programme and operate SCI toll free no to collect feedback. This role will ensure that affected children, families, and communities have accessible, safe, and effective mechanisms to provide feedback, raise concerns, and register complaints. The position will strengthen accountability, promote community participation, and support the systematic use of feedback to improve programme quality, relevance, effectiveness and programme adaptation.

SCOPE OF ROLE: 

Position reports to: Field Operations Lead

Technical Reporting: Senior MEAL Coordinator

Staff directly reporting to this post: None.

Staff indirectly reporting to this post: None 

Scheme of Delegation: 

Close coordination with: 

Budget Responsibility: 

KEY AREAS OF ACCOUNTABILITY: 

• Establish and operationalise humanitarian feedback, response, and accountability mechanisms in close coordination with the Senior MEAL Coordinator in technical guidance of Senior MEAL Manager.
• Ensure affected children, families and communities have safe, accessible and inclusive channels to provide feedback, raise concerns and make complaints.
• Monitor, categories the feedbacks and complaint, analyse and track feedback and complaints, ensuring timely referral and response.
• Develop and disseminate weekly accountability bulletins, highlighting key feedback, trends, issues and actions required.
• Ensure feedback is systematically incorporated into programme adaptation and response decision-making.
• Strengthen awareness among staff and partners on humanitarian accountability and feedback mechanisms.
• Support partners and field teams in implementing accountability standards and best practices.
• Promote understanding of safeguarding, protection, confidentiality, and data protection requirements within feedback systems.
• Ensure accountability mechanisms comply with safeguarding, child protection, prevention of sexual exploitation and abuse (PSEA), and organizational policies.
• Ensure complaints involving safeguarding concerns are immediately referred through appropriate confidential channels.
• Maintain secure and confidential records of all feedback and complaints received.
• Ensure that the Accountability information is displayed in all response sites by field teams and partners. 
• Ensure sensitive information is handled appropriately and in accordance with data protection requirements and SCI’s principles
• Comply with Save the Children policies and practice with respect to child protection, code of conduct, health and safety, equal opportunities and other relevant policies and procedures.

Counter Fraud and Safeguarding Responsibilities:

• Take all necessary and appropriate steps to prevent abuse, exploitation, neglect, harm and modern slavery within their areas of responsibility, and in the way they conduct themselves, report and respond to all incidents and concerns whether online or in person, and comply with the Safeguarding Policy and Procedure.
• Take all necessary and appropriate steps to prevent fraud, bribery, and corruption within their areas of responsibility, report and respond to all incidents and concerns and comply with the Counter-Fraud, Bribery and Corruption Policy and Procedure. All types of fraud, bribery, and corruption must be prevented, including where it benefits the organisation (SCI).

SKILLS AND BEHAVIOURS (our Values in Practice)

Accountability:

• Holds self-accountable for making decisions, managing resources efficiently, achieving and role modelling Save the Children values
• Holds the team and partners accountable to deliver on their responsibilities - giving them the freedom to deliver in the best way they see fit, providing the necessary development to improve performance and applying appropriate consequences when results are not achieved
• Sets ambitious and challenging goals for themselves and their team, takes responsibility for their own personal development and encourages others to do the same
• Widely shares their personal vision for Save the Children, engages and motivates others
• Future orientated, thinks strategically.
• Builds and maintains effective relationships, with their team, colleagues, Members and external partners and supporters
• Values diversity, sees it as a source of competitive strength
• Approachable, good listener, easy to talk to
• Develops and encourages new and innovative solutions
• Willing to take disciplined risks
• Honest, encourages openness and transparency

Ambition:

Collaboration:

Creativity:

Integrity:

QUALIFICATION:

• A minimum of 3 years’ (2 years for GSI ) experience in the development sector in information management with bachelor’s degree in social science or relevant areas

   

EXPERIENCE AND SKILLS

• Ability to handle sensitive complaints with confidentiality and professionalism.
• Good understanding of accountability systems 
• Knowledge of safeguarding standards, and humanitarian principles.
• Ability to travel extensively to flood-affected and remote locations.
• Fluency in English and Nepali, both written and spoken
• Ability to collect and verify information under tight deadlines.
• Commitment to the aims and principles of SCI in particular, a good understanding of the SCI mandate and child focus and an ability to ensure this continues to underpin our support
• Ability to understand cultural and contextual sensitivity, establish good working relationships and positively contribute to a team

• Ability to work in a stressful and changing environment with limited resources

   

Additional Job Responsibilities:

The duties and responsibilities as set out above are not exhaustive and the role holder may be required to carry out additional duties within reasonableness of their level of skills and experience.

Equal Opportunities:

The role holder is required to carry out the duties in accordance with the SCI Equal Opportunities and Diversity policies and procedures.

Safeguarding obligation:

We need to keep children, adult at risk and community safe. The position holder is responsible to ensure that The position holder conduct is in line with the SCI’s Safeguarding policies. Hence our selection process includes rigorous background checks, reflects our commitment to the protection of children, adult at risk and community from abuse, exploitation, and harassment.

Health and Safety:

The role holder is required to carry out the duties in accordance with SCI Health and Safety policies and procedures.

Safeguarding our Staff:

The post holder is required to carry out the duties in accordance with the SCI anti-harassment policy.

Counter Fraud

The role holder is required to take all necessary and appropriate steps to prevent fraud, bribery, and corruption within their areas of responsibility, report and respond to all incidents and concerns and comply with the Counter-Fraud, Bribery and Corruption Policy and Procedure. All types of fraud, bribery, and corruption must be prevented, including where it benefits the organisation (SCI).