Help Desk Support

ISLAMIC RELIEF SOMALIA

Job title**:** Helpdesk Support (5)

Department: Program

Location: Balcad, Hawadley, Warsheikh, Adale, & Rage-celle

Closing Date: 18/01/2025

Contract period: 3 months

Report to: Project Officer

Line Management: N/A

BACKGROUND

Islamic Relief Worldwide Somalia Program has been operating in Somalia since 2006 and has responded to conflict and drought-affected people through the provision of life-saving assistance. Through our projects, IR has continuously been providing safe drinking water, improving hygienic sanitation facilities, increasing hygiene awareness, particularly among those living in IDP camps; empowering the urban poor and distressed working children, engaging in conflict management and mitigation, and strengthening community cohesiveness and co-existence.

JOB SUMMARY

The Helpdesk Assistant is responsible for managing the CP’s Community Feedback Help Desk, addressing inquiries, requests, complaints, and feedback to maintain effective communication and support.

As a key role, the Helpdesk Assistant leads the community accountability and reporting mechanism. The Helpdesks function as a Community Feedback Mechanism, facilitating two-way communication between WFP and the affected population. The primary objective is to ensure respectful, dignified, and confidential interactions while collecting essential information to resolve issues efficiently. The Helpdesks are set up both on-site during activities and as mobile units in easily accessible locations for the community.

KEY AREAS OF ACCOUNTABILITY

• Log complaints, feedback, and inquiries received from beneficiaries and non-beneficiaries.
• Actively participate in sensitization and information-sharing sessions for beneficiaries and communities regarding their right to file complaints and receive feedback.
• Participate in sensitizing affected populations on WFP services and activities. Provide information to address people’s queries based on key messages and FAQs.
• Collect necessary information according to the intake form and maintain quality.
• Ensure accurate data related to all cases received by the Help Desk; ensuring data is correctly recorded in dedicated MODA forms and submitted to WFP daily.
• Demonstrate patience, communication skills, respect, empathy, and the ability to listen to people and manage crowds.
• Maintain dignified, and confidential interactions with beneficiaries and non-beneficiaries. Preserve protection and confidentiality by collecting only essential information required to resolve issues and gather people’s feedback.
• Obtain consent for referrals and maintain confidentiality and adhering to organizational policies

SKILLS AND BEHAVIOURS

• Proactive, empathetic and patient approach in engaging with diverse community members.
• Ability to work independently and collaboratively in a team-oriented environment.
• Strong critical thinking, decision-making, and problem-solving skills.
• Highly organized and capable of managing multiple priorities under tight deadlines.

QUALIFICATIONS

• Bachelor’s degree or diploma in community engagement, communications or a related field
• Knowledge of community accountability and reporting mechanisms.
• Proven experience working in a humanitarian/recovery context.

Experience and Skills

• Minimum 1 year of experience working in relief and development contexts.
• Good knowledge of the English language
• Ability and willingness to travel extensively to the field.
• Experience in community accountability and reporting mechanisms with skills in monitoring, communication, and social work.
• Ability to manage and submit daily case data through MODA.

Pre-requisites

• Willingness and ability to work at times with short notice
• Team worker
• It is essential that the post holder shows a good understanding and empathy with

  the Islamic values and principles as well as commitment to IRW’s vision and mission

• Proactive approach to self-development
• Strong critical thinking and decision-making skills
• Highly organized individual, capable of handling multiple priorities, meeting deadlines,

  and managing time effectively.

• Experience in utilizing technology tools and also possess the ability to master new.