Medical Teams Calling 

Daring to love like Jesus, we boldly break barriers to health and restore wholeness in a hurting world. 

Medical Teams International holds strict child and vulnerable adult safeguarding principles and a zero-tolerance policy for misconduct related to sexual harassment, exploitation and abuse in the workplace and other places where the organization’s activities are rendered. Parallel to technical competence, recruitment & selection, hiring decisions will give due emphasis to assessing candidates' eligibility thorough background checks, police clearance, and professional reference check processes. 

 JOB SUMMARY                                                                                                                                                                                                                                               

Under the direct supervision of the MEAL Officer, the scope of the compliance and feedback assistant is to support the implementation and management of the organization’s Accountability to Affected Populations (AAP) and Feedback & Complaint Response Mechanism (FCRM). The position ensures that community feedback and complaints are systematically collected, recorded, analyzed, responded to, and used for program improvement in line with organizational and donor standards, of the WFP grant implemented by Medical Teams International in Kobo.

The compliance and feedback assistant will support the accountability components of the project by ensuring community awareness, promoting informed participation, and facilitating safe and accessible feedback mechanisms. The role includes ensuring participants understand their rights, confidentiality, and voluntary participation, and documenting and reporting any feedback or concerns raised during the process. The compliance and feedback assistant will also ensure that complaints and suggestions are properly recorded, referred to, and followed up in accordance with organizational Feedback and Complaint Response Mechanism (FCRM) Standard Operating Procedure.

 

ESSENTIAL DUTIES and RESPONSIBILITIES

Support the effective implementation of the Feedback and Complaint Response Mechanism (FCRM) by collecting, documenting, categorizing, and tracking feedback and complaints at Help desk through established channels, ensuring proper referral and timely follow-up in line with SOPs.

· Ensure all feedback and complaints are handled confidentially and professionally, safeguarding sensitive information and promoting transparency, integrity, and accountability throughout the process.

· Support the dissemination of clear information on beneficiaries’ rights, available services, and feedback mechanisms, ensuring communities understand how to raise concerns or complaints.

· Assist in organizing community meetings and accountability sessions, promoting meaningful and inclusive participation of women, men, youth, elderly persons, and persons with disabilities.

· Maintain and update feedback and complaint databases and assist in analysing trends to identify recurring issues.

· Prepare regular accountability reports and support documentation of lessons learned and best practices to inform program improvements.

· Work with program teams to ensure timely resolution of complaints and track responses in line with organizational SOPs.

· Support safeguarding procedures and collaborate with Protection, HR, and Program teams when handling sensitive or confidential cases.

· Support training and orientation of staff and community members on accountability principles.

· Ensure accountability activities follow donor and organizational requirements, promoting Core Humanitarian Standards (CHS) and safeguarding principles.

Other Duties:

• Additional duties as assigned.

Work Environment: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• The noise level in the work environment is usually moderately quiet. 

• The employee may be required to travel to remote areas of the world where there are potential health hazards and risks, limited hygiene facilities, extreme weather, and very basic living conditions. 

NOTE: The above job description is intended to describe the general nature and level of work being performed by staff assigned to this job.  It is not intended to be an exhaustive list of all responsibilities, duties, and skills required of staff in this position.  Duties, responsibilities, and skills are also subject to change based on the changing needs of the job, department, or organization. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned; The job description does not constitute an employment agreement between the employer and employee and is subject to change by Medical Teams International as the requirements of the job change. 

Job Requirements

EDUCATION, LICENSES, & CERTIFICATIONS                                                                                                                    
Required:

• Diploma or bachelor’s degree in social sciences, Development Studies, Public Health, Statistics, or related field.

EXPERIENCE    

• Experience in MEAL, accountability, community engagement, or related role.

• Ability to work independently.

• Excellent communication and written skills in English and knowledge of local languages                                                                                                                                                                                   

KNOWLEDGE, SKILLS & ABILITIES                                                                                                                                        

KNOWLEDGE 

• Good data entry and basic data analysis skills.

• Knowledge of Accountability to Affected Populations (AAP) principles.

• Fluency in local language(s) and working knowledge of English.

SKILLS

• Strong organizational and documentation skills.

• Strong communication and interpersonal skills.

ABILITY 

• Ability to handle sensitive complaints confidentially and professionally.

• Ability to work with diverse communities.

• The candidate must be able to travel frequently to project and operational sites, including field and community locations.

PHYSICAL CONDITIONS                                                                                                                                                             

Physical Requirements: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Frequent use of a personal computer, database and digital platforms, and other office productivity machinery, such as a copy machine and computer printer. 

• Frequently uses hands, fingers, and arms to reach, handle, touch or feel equipment, medical instruments, materials, computer. 

• Frequent communication and exchange of information among colleagues and persons of concern which requires the ability to speak, hear, convey and express oneself. 

• Frequent close vision and the ability to adjust focus. 

• Occasionally ascends/descends stairs, steps, or ladder 

• Occasionally move about inside an office to access file cabinets, office machinery, meet with colleagues, etc. 

• The employee must occasionally lift and/or move up to 25Kg. 

• Seldom to occasionally positions oneself to stoop, kneel, crouch, or crawl. 

• If in travel status, occasional to frequent traversing over rough or steep terrain in either a motor vehicle or on foot.

How To Apply

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Job Requirements Diploma or bachelor’s degree in social sciences, Development Studies, Public Health, Statistics, or related field with relevant work experience. How to Apply Click the apply button below