Catholic Relief Services (CRS) is recruiting to fill the following positions:

1.) Feedback, Complaint & Response Mechanism Call Center Officer
2.) MEAL Manager

See job details and how to apply below.

1.) Feedback, Complaint & Response Mechanism Call Center Officer

CRS JOB ADVERT – INTERNAL/EXTERNAL

CRS is recruiting for X1 Position:  Feedback, Complaint & Response Mechanism Call Center Officer 

If you are interested and your profile matches the requirements, please read the below job descriptions, and follow the instructions to submit your application package. 

About CRS Sierra Leone

Since 1963, Catholic Relief Services has demonstrated unwavering commitment in Sierra Leone in fulfillment of the aspirations of the Catholic Bishops and the catholic community of the United States to assist the poor and venerable overseas in partnership with Government, other organizations, communities, and people without classifications of creed, race, or nationality. CRS Sierra Leone has reputably evolved its development strategies in responds to changes in national contexts and developments priorities. Today CRS has proudly carved competitive competence in responding to emergencies and promoting health, education, agriculture, and urban resilience in Sierra Leone.

Catholic Relief Services is committed to ensuring all CRS staff and affiliates uphold their ethical and legal obligations to treat all people with respect, to actively prevent all forms of harm or abuse caused by staff/affiliates, especially towards program participants, other vulnerable community embers, and other staff/affiliates, and to report suspicions or concerns of any such violations. CRS is also committed to ensuring that projects consult communities and implement feedback response mechanism to collect and respond to community feedback. These commitments are reflected in the CRS Policy on Safeguarding, as well as CRS’ MEAL policies and procedures (MPP), which outline the responsibilities of CRS staff to be accountable to donors and to program participant. MPP 6 on Accountability to beneficiaries requires CRS staff to engage with partners to utilize an approach to accountability, in line with the CRS Protection Policy, that emphasizes the importance o listening to and understanding the diverse needs of the women and men, girls and boys we serve, a d reflecting those needs in the project’s decision-making processes and activities.

Part of the CP accountability mechanism will include the use of a Toll-Free Call Center which will host and operate Free Line(s) on a short code with dedicated VPNs to route calls between the h Steed server and the soft/lP phones located in CRS office that hosts, configures, and sets up ticketing system for opening and following up on tasks arising from inbound calls where email alerts are generated and sent to individuals with assigned tickets.

Job Title: Feedback, Complaint and Response Mechanism Call Center Officer 

Department: CRS Country Programs 

Reports To:        Country Program MEAL Coordinator

Country: CRS-Sierra Leone. 

Duty Location: CRS Freetown

JOB SUMMARY

 All CRS and partner staff have crucial role to implement the FCRM in an effective, incident, and confidential manner, some of them have direct implementation role whereas some other support role. The FCRM Call Center Officer will be managing the CRS Toll Free Call Center, receiving feedback from projects participants and other stakeholders, assigning feedbacks to project ma agers, and monitoring and reporting of all feedback and responses in collaboration with the CP MEAL Coordinator, all project MEAL managers, project managers and other SMT members. He/she shall contain outlay seek to improve the quality of the Toll-free call center in line with CRS principles on data protection and security and ensuring the relevance and sustainability of the Toll-Free Call center.

Specific Responsibilities:

• To receive, review, categorize, and assign all feedback and complaints in a safe ad confidential manner.
• Work with persons related to assigned feedback to respond to feedback the complaint provided in a safe and confidential manner.
• Collaborate with the CP MEAL coordinator, IT manager and the Toll-Free line and Call center service providers to maintain an effective and uninterrupted operations of t e call center during working and non- working hours including holidays through the IVR system
• Collaborate with all project MEAL managers and officers to ensure feedback shar d (formally or informally) through other channels of FCRM are documented and effectively utilized
• To support the design, review, and execution of FCRM channels through the designed platforms.
• To record all callers’ interviews into the call center database system and console ate all FCRM channels feedback/data.
• To prepare trend analysis and provide bi-weekly, monthly and quarterly summa report on the progress of feedback and responses on the call center for the attention of the MEAL Coordinator.
• To comply and maintain CRS ethical standards in MEAL by ensuring privacy and confidentiality of all type of data (feedback and response) collected and stored.
• To support learning and reflection meetings by providing data and analytical repo s/dashboard of feedback and status of responses, and emerging issues across projects.
• To maintain an updated version of the FCRM flowchart and menu and provide orientation to project team and other CRS staff on FCRM system including FCRM forms.

QUALIFICATIONS & EXPERIENCE:

• Diploma in Information Technology, Statistics, Economics, Management, or Social Sciences related field. A degree will be an advantage.
• Minimum of 2 years of work experience in handling and managing Toll Free Call Center
•  Knowledge in Microsoft platforms (Word, Excel, Power Point, COMM Care, Power).
• General knowledge of technical principles and concepts in Toll-Free Call Center and accountability.
• Excellent oral and written communication skills
• Ability and willingness to travel to remote areas
• Ability to work under pressure, handle multiple tasks, and meet deadlines
• Good interpersonal skills and ability to work in a team required
• Previous experience with USAID reporting guidelines (desired)

Competencies (Personal Knowledge and Skills)

• Transparent communication — Capable of taking proactive steps to sharing information and results with the required persons or group of persons.
• Alignment with standards — Being able to demonstrate that FCRM roles and re possibilities have been discharged in compliance with agreed FCRM principle and Accountability practices.
• Responsiveness — Being able to ensure that FCRM channels are established, functional and accessible so that stakeholders can voice their feedback, ideas, suggestions, and complaints; and committing to provide an appropriate response on how their inputs is informing project decisions.
• Participation — Capable of encourage varying degrees of contributions from different types of stakeholders.
• Responsible Data — To collect, manage, utilize, archive and (when necessary) responsibly destroy data in a way that protects constituent privacy and rights, and is in accordance with CRS Responsible Data Values and Principles and international and local regulations.
• ICT4D — Demonstrate experience in using Microsoft platforms (Word, Excel, PowerPoint, CommCare, PowerBL), and in data management including database management t, cleaning, analysis, and visualization.
• Good relationship management skills and the ability to work closely with FCRM stake holders Attention to details, accuracy, and timeliness in executing assigned responsibilities
• Ability to work as part of diverse and multi-cultural team.
• Time management and the ability to focus on multiple priorities

Required Language

• English proficiency preferred with a sound knowledge of Krio a key requirement. Knowledge in other local languages will be an added advantage.

Agency-wide Competencies (for all CRS Staff) 

These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.

• Integrity
• Continuous Improvement & Innovation
• Builds Relationships
• Develops Talent
• Strategic Mindset
• Accountability & Stewardship

***Our Catholic identity is at the heart of our mission and operations. Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need. CRS’ processes and policies reflect our commitment to protecting children and vulnerable adults from abuse and exploitation. 

By applying to this job, I understand and acknowledge that CRS requires its staff to treat all people with dignity and respect and to actively prevent harassment, abuse, exploitation, and human trafficking. Further, I understand that if I am a successful candidate, I will be subject to a comprehensive background check, and my personal/professional references will be asked to evaluate my behaviors related to safeguarding-related topics. 

WOMEN ARE STRONGLY ENCOURAGED TO APPLY.  CRS IS AN EQUAL OPPORTUNITY EMPLOYER

To apply for this position please send up-to-date CV and a supporting letter, copies of relevant certificates to SL_HR@crs.org. Please note that only short-listed candidates will be contacted.

Also send a copy of your application package to the desk Officers, Ministry of Employment and Social Security, New England and Extension Offices in Applicants’ Locations 

Disclaimer:  This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position. 

CRS’ talent acquisition procedures reflect our commitment to protecting children and vulnerable adults from abuse and exploitation.

Closing Date for the receipt of application packages is 20th September 2022.

2.) MEAL Manager

CRS JOB ADVERT – INTERNAL/EXTERNAL

CRS is recruiting for X1 Position:  MEAL Manager 

If you are interested and your profile matches the requirements, please read the below job descriptions, and follow the instructions to submit your application package. 

About CRS

Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States.  CRS works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion or nationality. CRS’ relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance, and peacebuilding. CRS launched its work in Sierra Leone in 1963 supporting relief and development operations in the country.  CRS Sierra Leone has proudly maintained a strong reputation and relationship with partners and the communities we serve in the country implementing a multi-sector program portfolio based on the country’s dynamic needs. Today, the Country Program has a robust portfolio built around several major programs in Health, Nutrition, Education, and Urban Resilience. CRS Sierra Leone has its main office in Freetown and a field office in Kabala, with over 140 staff in total.

Job Title: Meal Manager – Urban Resilience 

Department: CRS Operations Unit 

Reports To:        Program Director – Urban Resilience, with dotted lines to the CP MEAL Coordinator

Country: CRS-Sierra Leone. 

Duty Location: CRS Freetown, must be willing and able to travel around Western Urban and Rural settings

Job Summary:

The purpose of this position is to manage, strengthen, and provide technical direction to the Urban Resilience Portfolio MEAL system, ensure learning, build the capacity of MEAL staff, and support the implementation of CRS MEAL policies and procedures. The MEAL Manager will support the Urban Resilience program team and partner staff to develop high-quality monitoring systems and tools which measure progress toward indicators. He/she will ensure that accountability and learning are systematically captured and used in the Urban Resilience and the Country Program.

Roles and Key Responsibilities:

• Manage and implement all MEAL activities throughout relevant project cycles – project design, start-up, implementation, and close-out to ensure efficient and effective implementation in line with CRS program quality principles and standards, donor requirements, and good practices. Ensure project teams and partner staff use the appropriate systems and tools.
• Effectively manage talent and supervise the MEAL assistant. Manage team dynamics and staff well-being.
• Champion learning with project staff, partner teams, and other project MEAL staff within the CP. Analyze and evaluate project performance data following MEAL policy. Proactively identify issues and concerns and use participatory processes to overcome implementation obstacles.
• Act as a MEAL resource person in the MEAL system review for the Urban Resilience portfolio.
• Coordinate the identification of MEAL needs of partner organizations and capacity strengthening and required interventions to support quality project implementation.
• Compile, analyze and present project summary data and progress reports to Urban Resilience Director to generate progress updates for reporting.
• Support partners through supervision and training to ensure that they provide CRS timely and quality reports.
• Conduct data verification exercises in the field to ensure data and reporting are of high quality and data reported to donors, CRS and other stakeholders are accurate.
• Monitor the use of standardized CRS reporting forms and suggest adaptations as required.
• Developed new reporting forms as needed in consultation with Project Director.
• Coordinate with project managers, MEAL assistants, project officers and the director to report on barriers to implementation in the field and provide inputs to problem-solving.
• Support MEAL Assistants and project officers to follow up on the agreed monthly summary data and quarterly progress reports.
• Monitor partners to report on MEAL-related activities as required during project implementation.
• In consultation with Project Director, ensure the data collection needs are up to date.
• Establish strong working relationships with partners and other stakeholders.
• Represent the program at various levels as directed by the Urban Resilience Director.
• Support the Director to meet all reporting requirements to Gateway.
• Collaborate with the CP MEAL coordinator to ensure that the CP program is compliant with the donor and agencies’ MEAL policies, procedures, standards, and good practices.
• Carry out other CP, Regional, or Agency-wide MEAL initiatives that may be assigned from time to time by the MEAL Coordinator.

Basic Qualifications

• Master’s Degree in International Development, International Relations or in the field of Statistics, Mathematics, or Computer Science required.
• At least 3 years of relevant experience
• Experience working with large donors e.g.: European Union, OFDA, USAID (including PEP FAR, FFP, FtF, offices), USDA, Global Fund, Bill and Melinda Gates Foundation.
• Familiarity with principles and current approaches to MEAL of development programs using both quantitative and qualitative methods.
• Experience with participatory MEAL systems.
• Proficiency in database development/management, SPSS, Access, Excel, and skills in analyzing, interpreting, and communicating information to various stakeholders.
• Experience using ICT for data collection and information visioning and mapping using GIS.
• Significant experience in conducting quantitative and qualitative assessments and surveys (including

sound understanding of sampling issues).

• Previous experience with leading and managing studies and consultants.
• Experience with facilitation, capacity strengthening, and partnership building, with the capacity to empower staff through opportunities for growth & development.

Required Languages – English is essential, and Krio is an added advantage

Travel – Must be willing and able to travel around Western Urban and Rural settings.

Knowledge, Skills, and Abilities 

• Strong critical thinking and creative problem-solving skills with the ability to make sound judgments.
• Strong relationship management skills and the ability to work effectively with culturally diverse groups.
• Strong written and verbal communication skills with the ability to write reports
• Proactive, results-oriented, and service-oriented

Preferred Qualifications

• Project management experience in MEAL is highly desirable.
• Experience engaging with partner organizations.
• Experience contributing to the development of technical proposals.

Agency-wide Competencies (for all CRS Staff) 

These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.

• Integrity
• Continuous Improvement & Innovation
• Builds Relationships
• Develops Talent
• Strategic Mindset
• Accountability & Stewardship

***Our Catholic identity is at the heart of our mission and operations. Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need. CRS’ processes and policies reflect our commitment to protecting children and vulnerable adults from abuse and exploitation. 

By applying to this job, I understand and acknowledge that CRS requires its staff to treat all people with dignity and respect and to actively prevent harassment, abuse, exploitation, and human trafficking. Further, I understand that if I am a successful candidate, I will be subject to a comprehensive background check, and my personal/professional references will be asked to evaluate my behaviors related to safeguarding-related topics. 

WOMEN ARE STRONGLY ENCOURAGED TO APPLY.  CRS IS AN EQUAL OPPORTUNITY EMPLOYER

To apply for this position please send up-to-date CV and a supporting letter, copies of relevant certificates to SL_HR@crs.org. Please note that only short-listed candidates will be contacted.

Also send a copy of your application package to the desk Officers, Ministry of Employment and Social Security, New England and Extension Offices in Applicants’ Locations 

Disclaimer:  This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position. 

CRS’ talent acquisition procedures reflect our commitment to protecting children and vulnerable adults from abuse and exploitation.

Closing Date for the receipt of application packages is 20th September 2022.