Department: Asia Ministry Team
Reports to: Asia Regional Director with technical matrix management line to Head of Safeguarding and Accountability
Status: One-year contract renewable
Based in: Phnom Penh, Cambodia; local applicants who already have the right to live and work in Cambodia
Salary Level: Regional Hire on local terms; mid-market salary based on comparable roles
PURPOSE:
World Renew exists to increase the capacity of communities and missional partners to engage in transformative practices that improve, in sustainable ways, the well-being of people made vulnerable by circumstances of poverty, disaster, or injustice. World Renew in its commitment to increased justice and accountability has achieved certification under the Core Humanitarian Standard (CHS). This position will support the implementation of the Safeguarding suite of policies in their designated region (Bangladesh, India, Laos, Cambodia and countries where we may have a disaster response presence), and will continue to provide regional support to teams in implementation. This will be done by strengthening capacity in safeguarding compliance throughout the designated regions, country offices and partners, supporting safeguarding and complaints focal points in their roles and being party to investigations and handling and reporting on complaints and feedback received.
We do not discriminate based on disability, culture, ethnicity, or gender, and welcome and encourage people from diverse backgrounds to apply.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Complaints Policy Compliance:
a. Overseeing the implementation of the safeguarding suite of policies, together with related procedures and guidelines, throughout the region;
b. Ensuring the communication of the key contents of the Complaints Policy, and other related safeguarding policies, to all staff;
c. Supporting and advising the Regional Director, Country Directors and Focal Points on the maintenance of relevant and contextualized complaints mechanisms in their region and countries of operation including where necessary in Countries where we are responding to disaster outside of our Countries of permanent presence.
2. Capacity Development:
d. Developing training material appropriate for a variety of audiences including but not limited to; general orientation for all staff, Complaints Focal Points and Partner staff and board members.
e. Strengthening capacity of regional and country staff on complaints handling to enable
effective response to complaints, with a focus on building the capacity of all Safeguarding and Complaints Focal Points across the region;
f. Provide ongoing support and advice to Safeguarding and Complaints Focal Points on
handling complaints, in general and in specific cases as requested.
g. Contribute to a global safeguarding learning group to surface existing practices among
regions and teams, share resources and plan joint activities
h. Commit to ensure their own capacity is developed and strengthened in the area of
complaints handling by attending relevant training sessions on a regular basis and keeping
abreast of latest developments in the sector in relation to complaints handling.
i. Document feedback and learning on the Complaints Policy during implementation to
inform future revisions to the policy and guidelines.
3. Establish and support safeguarding, complaints and feedback systems and processes:
a. With support of the local Safeguarding Focal Point, to engage communities in the design and contextualization of key policies and reporting mechanisms to ensure World Renew is addressing the core safeguarding issues relevant to their lives and paying particular attention to the most vulnerable populations
4. Handling Feedback and Complaints:
a. Handling feedback and complaints received in the region by various methods including but not limited to context specific field processes, mail or through the general complaints email inbox in coordination with the Global Lead Safeguarding
b. In times of disaster being available as surge support to IDR and Country teams in the establishment of complaints and feedback mechanisms where required.
c. Supporting the functions of the regional Complaints Handling Committee, including calling meetings when needed; preparing relevant documentation and recommendations for discussion on specific complaints cases, handling investigations and reporting results to the organization and the complainant.
d. Ensuring all information related to complaints within the region and countries are well documented, including a log of complaints, and that all information is kept secure with access restricted to authorized personnel only;
e. Helping country teams to refer reports related to safeguarding issues (e.g. related to children or vulnerable adults) that do not constitute a complaint against World Renew, its staff or partners, to the relevant authorities or to organisations with the relevant expertise as necessary.
f. Keep a record of lessons learned and precedents set to share during COP sessions and for organizational learning
g. Ensure appropriate cover is in place for handling complaints when on leave or unavailable for more than two days.
5. Supporting investigation processes:
a. Where required support investigation processes, in coordination with the Complaints Handling Committee and Complaints Coordinator, including the timely identification of investigation teams, support to the investigators where needed and enabling the presentation of the investigation team’s findings to the Hearing Committee.
b. Establish systems, processes and guidelines to ensure to support the anonymity, protection and welfare (including psychological) of those who have provided complaints or feedback and also for Country office staff and partners who may be involved or witness to a safeguarding issue.
6. Internal and External Representation:
a. [If based in Cambodia] To develop and host a country level Community of Practice on Safeguarding in Cambodia.
b. As appropriate and alongside relevant colleagues to represent World Renew in key Safeguarding and PSEAH networks, including ACT alliance, and the CHS Alliance
c. To regionally represent World Renew on Safeguarding, making sure that WR is linked with contributing and influencing sector wide safeguarding initiatives
7. Perform other duties as reasonably and relevantly assigned by Regional Director
SUPERVISORY RESPONSIBILITIES
None.
With World Renew's commitment to Core Humanitarian Standard and Safeguarding responsibilities, as part of the recruitment process, a successful candidate can expect to go through a thorough background check
QUALIFICATIONS
1. Able to respect and support the mission, vision, and values of World Renew
2. Demonstrated commitment to quality and accountability in the international development sector
3. Proven ability to work on sensitive issues and able to maintain discretion and confidentiality
4. Commitment to building capacity of colleagues through training events, development of resources and providing a mentoring approach
5. Proactive and able to work independently with minimal supervision
6. Demonstrated commitment to promote a work environment, and respectful relationships, that value diversity and equality
7. Able and willing to work collaboratively in a team setting
8. Proven ability to work cross-culturally
9. Highly proficient in Microsoft Office software including MS Word, MS Excel and MS PowerPoint
EDUCATION AND/OR EXPERIENCE
1. At least a bachelor’s degree, in human resources, international development, political science or related specialty
2. At least 4 years experience in complaints handling, management of investigations, child protection and/or safeguarding is a requirement
3. Experience working in national and cultural contexts outside home country (including facilitating training, engaging leadership)
4. Experience working with vulnerable populations
5. Prior experience in policy development is a definite asset
LANGUAGE SKILLS
Fluency in English, both written and verbal, is required for this position; knowledge of a regional language/s is an asset.
MENTAL/PHYSICAL DEMANDS
Work is difficult and diversified and requires the frequent application of a high degree of independent thinking to originate and develop procedures, techniques or ideas within the parameters of a broad conceptual outline.
WORK ENVIRONMENT & TRAVEL
1. Travel in remote insecure and/or impoverished areas which may have limited or no infrastructure or support structures
2. In-country & regional travel of up to 30% of time
3. Once a year international travel for the annual Safeguarding gathering.
PHYSICAL DEMANDS
This position will be hosted by one of World Renew’s Country Offices with the expectation of travel to other countries within the regional team for training of staff and partners and in the event of disaster responses.