Complain Help Desk Assistant Job Vacancies at World Vision – 4 Posts

January 25, 2023
Application deadline closed.

Job Description


Accountability (Information Provision, Community Engagement/Consultation, Community Participation, Complaints, Feedback & Response Mechanism)-Beneficiaries oriented (50%)

Receives, records/documents and respond to all complaints mainly channeled via help desks and other channels (Feedback meeting, referral system, consultations etc) that are related to World Vision programs, commitments, or conduct, this can include Food, GBV, security, Peacebuilding & Child protection related issues.
Engage in daily pre-address speech/Pre-distribution meetings where key updates/information are being passed/communicated to beneficiaries.
Liaising: making a link between the beneficiary and the Distribution/Nutrition team at GFD and SFP respectively.
Ensuring that, all complaints and feedback that are not food aid or cash aid shall be referred to the relevant sectors/organization.
Provide a receipt to beneficiaries (refugees) for all complaints and feedback received.
Information dissemination: Participate in Providing information to beneficiaries on project activities (i.e. Nutrition/distribution program), about World Vision, and how to make a complaint.
Confirm beneficiary selection criteria (verification) and other program information provided by World Vision.

Pass non-sensitive feedback and complaints about World Vision’s activities to the WV staff on site (distribution staff on daily).
Collect complaints on sensitive issues related to World Vision’s program into a secure complaints box. World Vision will then investigate and follow up on complaints and feedback.
Provide information on other programs being executed by other organizations and services that exist in the area/Camp.
Supervising all CRM Committee members ie. Help Desk Committee members
Ensuring the help desk operates not only during distribution but also during pre and posts distribution.
Ensuring that notes/information boards is in place and information is updated and posted timely.
Take part in the training of committee members (FAC and CHD) and other stakeholders.


Required Professional Experience

Knowledge of Database Management Tools (ODK software). MS Access, Ms Excel and SPSS.
At least 2 years experience in working with International NGOs with a relevant community focus
Demonstrated ability to work effectively with beneficiary communities, Government, and other stakeholders at the camp level
Experience in training and community consultation is highly desired.
Experience in facilitating focus group discussions with local communities and reporting.
Commitment to and understanding of international humanitarian standards, especially the Red Cross and Red Crescent Code of Conduct, Sphere, and the Humanitarian Accountability Partnership (HAP) Standard;
Ability to work in a cross-cultural context with people of various backgrounds;
Willingness to participate in chapel and group devotions; and Commitment to WV Core Values and Mission Statement
Required Education, training, license, registration, and certification

University Degree in Human resource, sociology, political science, business administration, or international development from a recognized University
Preferred Knowledge and Qualifications

Understanding the Android mobile platform is desirable.
Previous exposure to mobile hardware technologies is desirable.
Comfortable with learning the new software systems and running rudimentary system upgrades including compiling new software release
Experience in Humanitarian operations or disaster response.
Travel and/or Work Environment

Refugee camps
Physical Requirements

Should be physically fit
Language Requirements

Fluent in English and Swahili

Contact (within WV or outside WV)

WFP Field Staff

Reason for Contact

They are always on the ground witnessing the distribution process hence effective communication is essential.


The role needs regular discussion-making guided by set principles (Humanitarian principles).

Be Safe and Resilient
Deliver Results
Build Relationships
Be Accountable
Learn and Develop
Improve and Innovate
Partner and Collaborate
Embrace Change
Model Self-Management
Engage, Influence, Lead and Grow Others
Run an Effective and Agile Organisation
Develop the Organisation for the Future
Applicant Type Accepted:

Local Applicants Only

Applicant Types Accepted:

Local Applicants Only