(Community Feedback and Response Mechanism Officer for Bosnia and Herzegovina)
Position: MEAL Officer / full-time
Starting date: ASAP
Duration: 12 months with possibility of extension (including 6 months probation period)
Country Programme: Bosnia and Herzegovina (BiH)
Base: Mostar
Line Manager: MEAL Manager
Please note his position is open for citizens of BiH or those with valid work permits.
About PIN in BiH and Western Balkans:
People in Need (PIN) has been operating in the Western Balkans since 1992 in response to the 1992-1995 Bosnian war. After the outbreak of the war, People in Need sent humanitarian workers and supplies into the country to provide immediate and emergency relief to those affected by the conflict in BiH as well as in Kosovo in 1998.
The PIN representative office is located in Sarajevo. PIN also has offices in Mostar, Belgrade, and Pristina. The total volume of the current programs is more than three million USD annually, funded by EU, CSSF/FCDO, CzDA, and other donors.
In the last two decades, PIN implemented projects supporting climate resilience and citizen engagement and minorities rights in the areas of waste management, circular economy, social inclusion, employment and inclusive education.
More information is available on PIN’s website www.peopleinneed.net.
About the role
People in Need (PIN) mission in Bosnia and Herzegovina (BiH) consists of two offices in Mostar and Sarajevo.
In August 2021, PIN launched a new project titled “Mostar” to improve the use of public space and public discourse in the City of Mostar. PIN will lead a consortium of international and local organizations that includes Everyday Peace Indicators, LDA Mostar, OKC Abrasevic, and Nesto Vise to implement the 36-month long project.
Currently, PIN is implementing two multi-annual projects from the Sarajevo office, both funded through Czech Development Cooperation Program.
My Work – economic opportunities for people with disabilities (PwD) was launched in late 2020. It is focused on social inclusion of PwD through their inclusion in open labor
market and advocacy for systemic measures that will improve their prospect to exercise their right to employment and generally, to contribute to improvement of status of PwD in BiH.
In mid-2021, PIN launched a 2-year long project contributing to effective waste reduction in the Sarajevo Canton by improving solid waste management, and by contributing to the development of reasonable, transparent and accountable relevant institutions.
PIN has in place a Community Feedback and Response Mechanism (CFRM) to ensure accountability to beneficiaries, country authorities and donors. The CFRM Officer, under the direct supervision of the MEAL Manager, will be responsible to effectively manage PIN’s CFRM ensuring the regular lodging and follow up of feedback, complaints, and queries for all PIN projects in BiH.
Program and Administrative Support
- Day to day management of CFRM hotline.
- Lodging, directing and follow up of complaints in close coordination with MEAL Manager.
- Thorough knowledge of all of PIN’s projects to ensure effective and efficient liaison with relevant project teams.
- Regular communication to beneficiaries and local community members.
- Management of the CFRM tracker in close coordination with MEAL team with the support of the MEAL Manager.
- Support in the improvement and establishment of CFRM good practice to ensure accountability and all feedback is responded to in a timely manner.
- Support MEAL team in relevant MEAL tasks as directed by the MEAL Manager.
- Ensure confidentially of complaints and information received from various sources.
- Contribute to the investigations related to complaints under the supervision of MEAL manager and Country Director/ Regional Representative.
- Conduct field visits to ensue the proper accessibility to CFRM Channels, including observation visit to distribution/implementation sites, to make sure that CFRM information/practice are in place.
- Support the program staff in timely communication with selected beneficiaries to ensure they are aware of how to and are able to provide their feedback in a safe and timely manner.
- Provide real-time information on the field situation including but not
limited to security, access, needs, health.
- Adhere to and encourage others to comply with safety and security advisory, procedures and protocols always, and raise any safety or security concerns in an appropriate and safe manner, immediately.
- Adhere to all CFRM procedures and PIN policies.
- Ensure documentation in compliance with internal and rules and regulations are completed and submitted in a timely manner.
- Collects inputs for contracts and support contracts’ preparation
related to MEAL programming aspects.
- Supports preparation of regularly scheduled reports.
- Provides other office support and tasks as assigned by the supervisor.
Other:
Accountability and Safeguarding including Prevention of Sexual Exploitation, Abuse and Harassment (SEAH)
- Carry out the duties in accordance with the PIN Code of Conduct and Key
policies (CoC and KP).
- Participate in training and awareness raising (CoC and KP, Safeguarding, etc.).
- Create and maintain a fulfilling and protective environment.
Suitable candidates for this position should possess:
- At least 2 years of working in humanitarian or international development, ideally with monitoring and evaluation or similar experience.
- Bachelors (Masters preferred) degree is social science or any related field.
- Demonstrated experience managing day to day communication in challenging contexts.
- Demonstrated experience in mitigating tensions.
- Experience in conducting assessments and interviews.
- Advanced excel and data analysis and software knowledge.
- Proven data collection, analysis and report writing skills.
- Excellent communication skills, including fluent spoken and written Bosnian/Croatian/Serbian and English
- High ethical standards and ability to endorse principals of confidentiality.
- Commitment to and understanding of PIN’s aims, values and principles.
- Ability to communicate difficult messages clearly and sensitively and ensure understanding
- Understanding of risk informed management approaches.
People in Need offers:
- Working environment in a well-established and growing humanitarian and development organization.
- Salary and benefits according to PIN BiH Salary Scale and HR policies.
- 25 days of paid leave annually.
- Accident and travel insurance and free medical helpdesk.
- E-learning courses, webinars, training possibilities.
Are you interested in this position? Send us your CV and short cover letter in English via this application form. Please note only the shortlisted candidates will be contacted. Interviews will be conducted on rolling basis and the vacancy will be closed when filled.
People in Need is committed to preventing any type of unwanted behaviour at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct and committed to promoting the welfare of children and adults with whom People in Need engages /is in contact with. People in Need expects all staff to perform
job duties and responsibilities in accordance with People in Need Code of Conduct and Key Policies (available at: https://www.peopleinneed.net/key-policies-4142gp). People in Need Staff will undertake the appropriate level of training.
All offers of employment will be subject to satisfactory references and appropriate screening checks, which can include criminal records and terrorism finance checks.
We are committed to ensuring diversity and gender equality within our organisation and encourage applicants from diverse backgrounds to apply.
