The Complaints and Updates Officer is responsible for all interaction between the NTS and the population, He/she is ultimately responsible for: household categorization and registration, handling of appeals, updates and complaints as well as the establishment of an efficient complaints and case management system.

He/she is responsible for developing and ensuring the effective functioning of the system for the reporting and management of complaints from all stakeholders who are part of the targeting system and beneficiaries of Social Protection interventions.

Key Responsibilities

The Complaints and Updates Officer is expected to undertake the following tasks:

•   Oversee and Guarantee the establishment of the Targeting Appeals, Updates and Complaints system.
•   Lead the design process for a training module on Targeting Case Management and initialize general orientation about targeting for all Beneficiary Services Officers are located in Districts Offices
•   Lead the development of annual case implementation plans for the Unit, which includes scheduling for the appeals and complaints system, and planning of staff trainings,
•   Monitor the functioning of the processes of: Appeals, households Data Updates and Complaints, identify shortfalls and propose solutions.
•   Supervise the Districts Offices on all issues in regard to Updates, Appeals and Complaints, maintain good communication and provide technical guidance.
•   Produce quarterly and annual reports on Updates, Appeals and Complaints using data provided by the MIS and results of monitoring visits to the field.
•   Liaise with all partner-organizations and consultants involved in the Targeting as well as in other implementation processes and intervene and mediate in case of any problems arising.
•   Monitor fieldwork and ensure that all processes are in compliance with the procedures and work regulations.
•   Work closely with the Monitoring and Evaluation Specialist in all planning and reporting activities and provide input if such is required.
•   Undertake any other related assignment by the Operations and Logistics Specialist or NTU Coordinator.

Reporting Responsibility
In the discharge of his duties, the Complaints and Updates Officer wilt report to the Operations and Logistics Specialist, He/She will prepare and submit quarterly reports to Operations and Logistics Specialist,

Duration of Assignment
The Contract will last for one (1) year initially, but renewable for a second year subject to satisfactory performance.

Qualification Required & Experience

•   At least a Masters degree in Social Sciences, Social Development, or any related field.
•   Proven work experience of a minimum of five (5) years in similar assignment or a related social sector is required.
•   The applicant should be a solutions-oriented person with excellent communication and managerial skills.
•   Excellent Computer skills in word processing and spreadsheet (Microsoft Office Suite).
•   Excellent interpersonal and problem solving skills.
•   Demonstrated ability to build, manage and work in a team.
•   National/international experience in Social Protection is an advantage

Location: Accra

How To Apply For The Job

All interested individuals are requested to submit typewritten letters and curriculum vitae (CV) for the positions described above.

THE CHIEF DIRECTOR
MINISTRY OF GENDER, CHILDREN AND SOCIAL PROTECTION
P.O.BOX MBO 186
ACCRA, GHANA

Closing Date: 09 December, 2012

•   Letters should clearly be marked "MoGCSP - NTU Personnel"
•   For further enquiries, contact the MoGCSP or the National Coordinator, GSOP (tel: 0302-770246)