lucius November 27, 2022 0 Comments

🇸🇱 Job Vacancies @ Catholic Relief Services – 5 Positions

Posted 2 years ago Posted on Analyst/ Quality Control, Customer Service, NGO / Community Services, Project Management

Catholic Relief Services is recruiting to fill the following positions in Sierra Leone:

1.) Feedback, Complaint and Response Mechanism Call Center Officer
2.) SBCC Senior Officer
3.) Project Support Officer
4.) MEAL Officer
5.) Snr ICT4D/MEAL Officer

See job details and how to apply below.

1.) Feedback, Complaint and 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, efficient, and confidential manner, some of them have direct implementation role whereas some other have a support roles. The FCRM Call Center Officer will be managing the CRS Toll-Free Call Center, receiving feedback from projects participants and other stakeholders, assigning feedback to project managers, and monitoring and reporting all feedback

and responses in collaboration with the CP MEAL Coordinator, all project MEAL managers, project managers, and other SMT members. He/she shall continuously 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 safely and confidentially.
Work with persons related to assigned feedback to respond to feedback and complaints provided safely and confidentially.
Collaborate with the CP MEAL coordinator, IT manager, and the Toll-Free line and Call center service providers to maintain effective and uninterrupted operations of the 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 shared (formally or informally) through other channels of FCRM is documented, managed, 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 consolidate all FCRM channel’s feedback/data.
To prepare trend analysis and provide bi-weekly, monthly, and quarterly summary report on the progress of feedback and responses on the call center for the attention of the MEAL Coordinator • Collaborate with PMs/MEAL managers to monitor levels of satisfaction with the FCRM to enhance accountability to the communities we serve.
To comply and maintain CRS ethical standards in MEAL by ensuring the privacy and confidentiality of all types of data (feedback and response) collected and stored.
To support learning and reflection meetings by providing data and analytical reports/dashboards 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 the project team and other CRS staff on the FCRM system including FCRM forms.
Apply good practices for data management and data protection to FCRM data

Minimum Qualification

Bachelor’s degree in Social Sciences, International Development, or International Relations, or in the field of Statistics, Mathematics, Economics, Accounting, Management, or Computer Science
Minimum of 2 years of work experience in handling and managing Toll-Free Call Centers
Proficiency in using Microsoft platforms (Word, Excel, and PowerPoint), data analysis, data analytics, interpretation, and management.
General knowledge of technical principles and concepts in Toll-Free Call Centers 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, strong listening skills, and the ability to work in a team required
Transparent communication – Capable of taking proactive steps to share information and results with the required persons or group of persons.
Being able to facilitate FCRM good practices orientation and presentation
Alignment with standards – Being able to demonstrate that FCRM roles and responsibilities have been discharged in compliance with agreed FCRM principles and Accountability practices.
Responsiveness – Ensuring 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 are informing project decisions.
Participation – Capable of encouraging 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 by CRS Responsible Data Values and Principles and international and local regulations.
ICT4D – Demonstrate experience using Microsoft platforms (Word, Excel, PowerPoint, CommCare, PowerBI), and data management including database management, cleaning, analysis, and visualization.
Good relationship management skills and the ability to work closely with FCRM stakeholders
Attention to detail, accuracy, and timeliness in executing assigned responsibilities
Ability to work as part of a diverse and multicultural team.
Time management and the ability to focus on multiple priorities

Knowledge, Skills, and Abilities

Demonstrate 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

Required Language

English proficiency preferred with a sound knowledge of Krio a key requirement. Knowledge of 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 [email protected]. 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 28th November, 2022.

2.) SBCC Senior Officer

CRS JOB ADVERT – INTERNAL/EXTERNAL

CRS is recruiting for 1 Position: SBCC Senior Officer – Global Fund

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 conducted through programs of emergency response, HIV, health, agriculture, education, microfinance, and peacebuilding. In Sierra Leone, CRS has served vulnerable communities for over 50 years and is a leader in building the country’s capacity to improve health and nutrition services for young children and their caregivers.

Project Background

For Over 7 years, CRS Sierra Leone has successfully implemented a global fund project. The project’s success has been contributed to the commitment and support of the team. CRS Sierra Leone accepted a COVID-19 fund to address the covid 19 pandemic in areas of implementation.

Job Title: SBCC Senior Officer

Department: Programs: Global Fund Project

Reports To: Project Director

Country: CRS-Sierra Leone.

Duty Location: CRS Office in Freetown, must be willing to travel up to 30%.

Job Summary:

This position will facilitate the achievement of project objectives through coordination, stakeholder management, and providing technical guidance on Social, behavioral, and change communication on Malaria, Tuberculosis, and HIV/AIDS. Ensuring best practices and consistency is applied in quality program implementation.

Roles and Key Responsibilities:

Organize and lead the implementation of all assigned project activities as outlined in the detailed implementation plan in line with CRS program quality principles and standards, donor requirements, and good practices.
Ensure learning properly accompanies project activities throughout the project cycle. Support accountability through coordinating project evaluation activities and guiding partners in their efforts to reflect on project experiences. Analyze implementation challenges and report any inconsistencies and/or gaps to inform adjustments to plans and implementation schedules.
Coordinate and oversee working relationships with all local project stakeholders and serve as the liaison between them and the project team to mobilize local actors and promote project activities and impact.
Supervise and perform ad-hoc inspections of various processes and resources at project sites to ensure timely project activities implementation and adherence to established process standards and procedures. Ensure proper tracking of resource use for project activities through periodic budget reviews and follow-up with and assistance to implementing partner.
Support and coordinate capacity building and technical support activities to ensure assigned project activities are implemented per project guidelines and standards.
Coordinate provision of any logistical and administrative support to staff and partners. • Ensure project documentation for assigned activities is complete with all required documents and is filed per agency and donor requirements. Assist with preparation of trends analysis reports and documentation of case studies and promising practices

Basic Qualifications:

Education and Experience

Bachelor’s degree in Public Health, or related sector.
At least 5 years of experience managing large-scale development grants, preferably focusing on Global Fund/Health Projects.
Knowledge of technical principles and concepts in Malaria, Tuberculosis, and HIV/AIDs. General knowledge of other related disciplines to ensure a proper cross-sectoral approach.
Experience in writing content for donor reports and proposals.
Knowledge of capacity-strengthening best practices.
Experience with program monitoring and evaluation and analysis.
Experience and skills in networking and relations with donors, peer organizations, and faith-based and civil society partners. Understanding of partnership principles.

Required Languages – English Language (Krio is optional).

Travel – Must be willing to travel up to 30%

Knowledge, Skills, and Abilities

Strong relationship management skills with the ability to influence and get buy-in from people not under direct supervision and to work with individuals in diverse geographical and cultural settings • Good strategic, analytical, problem-solving, and systems thinking skills with the capacity to see the big picture and the ability to make sound judgment
Good technical writing skills
Presentation, facilitation, training, mentoring, and coaching skills
Proactive, resourceful, and results-oriented

Preferred Qualifications

Knowledge of CRS Partnership strategy and Partner management experience is an advantage. • Prior experience working in the West African region, is preferred.
Excellent report writing skills.
Exceptional knowledge and experience in budget management and project management. • Ability in Microsoft Office Publisher, Word, PowerPoint, Excel, and Outlook.
Supervisory Responsibilities (None)

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

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 [email protected]. 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 28th November 2022.

3.) Project Support Officer

CRS JOB ADVERT – INTERNAL/EXTERNAL

CRS is recruiting for 1 Position: Project Support Officer – Global Fund

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 conducted through programs of emergency response, HIV, health, agriculture, education, microfinance, and peacebuilding. In Sierra Leone, CRS has served vulnerable communities for over 50 years and is a leader in building the country’s capacity to improve health and nutrition services for young children and their caregivers.

Project Background

For Over 7 years, CRS Sierra Leone has successfully implemented a global fund project. The project’s success has been contributed to the commitment and support of the team. CRS Sierra Leone accepted a COVID-19 fund to address the covid 19 pandemic in areas of implementation.

Job Title: Project Support Officer

Department: Programs: Global Fund Project

Reports To: Project Director

Country: CRS-Sierra Leone.

Duty Location: CRS Office in Freetown, must be willing to travel up to 30%.

Job Summary:

The main purpose of this position (Project Support Officer) is to facilitate the effective implementation of the GF Grant by supporting program activities, including Monitoring & Supervisory Visits, as well as Programme and Operational Review meetings. S/he will provide general administrative support and ensure that adequate resources are available for program activities on a timely basis.

Specific Job Responsibilities:

Program Quality:

Coordinate logistics for program implementation – arrange for transportation, accommodation, refreshment, and payments, and ensure timely liquidation
Ensure availability of enough training materials for training and requisitioning of goods and services.
Organize and support meetings, and workshops, including ordering materials. Also, verify and confirm the quality of these materials before they are used.
Create requisitions for the various goods and services requirements under the grant, ensuring the running of the grant
Organize and manage schedules and calendars for GF grant implementation
Contribute to the development of project plans under the guidance of the Program Director.
Assist respective unit leads in monitoring and supervising SR’s activities and reviewing relevant documents
Manage invoices, expenses, and other payment documents, providing first-level verification of payment documents. The Support Staff will sort and verify timesheets (and other documents) for timely payment of personnel and personnel participating in other program activities
Provide payment information to both internal and external team members when requested
Identify gaps in program implementation and work with relevant program personnel to resolve these
Participate in relevant program activities where additional support is needed
Other duties as may be assigned by the supervisor

Management and Administration:

Maintain and continuously improve administrative systems within GF Malaria, including filing and creating relevant databases (such as campaign personnel databases for account verification, validation, payment, and follow-up)
Support administrative duties; including printing, photocopying, and other administrative tasks in support of the team
Support subunits in the development of the annual procurement plan, provide updates to procurement units, and assist with the tracking of the activities
Assist in the recruitment, hiring, and onboarding process for new staff members and consultants
Work closely with other members of the team to ensure adequate documentation of program processes

Risk Management:

Support the Grant Manager in a quarterly review of the Risk Management Plan
Work closely with the various program leads in updating the Risk Management Plan
Supporting the team in implementing risk mitigation actions

Documentation:

Ensure appropriate documentation is in place for Grant activities
Ensure appropriate filing system for Grant documents
Facilitate knowledge sharing within the team

Inventory/Asset Management:

Support the Inventory Unit to maintain an up-to-date inventory of all GF Malaria assets
Responsible for receiving procured items in collaboration with the Procurement unit
Work closely with the Inventory unit to physically mark all assets in the asset register
Responsible for SR spot check on GF Assets
Make recommendations to the management on asset disposal as required
Ensure functionality of office equipment, and requisition new equipment and supplies as needed

Community Accountability:

Support the Community Accountability team
Support quarterly review of CSO documentation
Support periodic spot checks on CSO activities
Work with the various teams on quarterly Monitoring and Supervisory visits

Basic Qualifications:

Education and Experience

First degree (HND/BSc/BA) in a relevant field
Minimum of 2 years of work experience
Demonstrates well-developed interpersonal skills, excellent communication skills, both verbal and written, as well as negotiation skills.
Experience with financial compliance is desirable
Proven ability to function effectively as part of a multicultural team.
Excellent cross-cultural communication skills and proven diplomatic and negotiation skills.
Excellent English language oral and written communication skills.

Required Languages – English Language (Krio is optional).

Travel – Must be willing to travel up to 30%

Knowledge, Skills, and Abilities

Strong relationship management skills with the ability to influence and get buy-in from people not under direct supervision and to work with individuals in diverse geographical and cultural settings
Good strategic, analytical, problem-solving, and systems thinking skills with the capacity to see the big picture and the ability to make sound judgment
Good technical writing skills
Presentation, facilitation, training, mentoring, and coaching skills
Proactive, resourceful, and results-oriented

Preferred Qualifications

Knowledge of CRS Partnership strategy and Partner management experience is an advantage.
Prior experience working in the West African region, is preferred.
Excellent report writing skills.
Exceptional knowledge and experience in budget management and project management.
Ability in Microsoft Office Publisher, Word, PowerPoint, Excel, and Outlook.
Supervisory Responsibilities (None)

Key Working Relationships:

Internal: Program Director, CRS Global Fund Program Team, Head of Operations, Finance, Procurement, and Administration Staff
External: Sub Recipients, State Ministries of Health (SMOH), and National Malaria, Tb/Leprosy, and HIV/AIS Control Programs within the Ministry of Health (MoH)

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

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