Project coordinator

Safeguarding Coordinator

Operations

To receive/collect and forward observations, complaints and claims from patients/carers/community members in the sites where MSF works, in accordance with MSF protocols, standards and procedures, in order to support MSF's abuse prevention and response strategy.

• Interacting with patients/carers/community members in a way that respects the dignity of the individual, without discrimination.
• Sharing information with patients/carers/community members about the services provided by MSF, patients' rights and complaints and feedback mechanisms.
• Proactively inform people about the role and duties of the agent, offering time and privacy to report problems
• Orienting patients and carers and answering practical questions about how the facility works
• Leading and creating forums for gathering patients' experiences, observations and complaints: interviews, surveys, discussion groups.
• Gather feedback and complaints, record them and, depending on their categorisation, share them with the department concerned or with the CP, while maintaining the confidentiality of the information received.
• Compile data and statistics relating to activities and make them available to the Project Coordinator and prepare weekly reports highlighting any warning points.
• Ensure complete and accurate entry of returns and complaints in the database to guarantee database security
• Depending on the sensitivity and urgency of the complaint (e.g. SEAH), immediately transfer the information to the CP;
• Respect MSF's behavioural commitments and principles

A degree in psychosocial sciences or an essential related field.

At least two years' experience in implementing complaints and feedback mechanisms.

• Oral and written knowledge of literary Arabic and French is essential.
• Other local languages (Chadian and Sudanese Arabic, Masalit) preferred.

• Results and a sense of quality
• Adherence to MSF principles
• Flexible behaviour
• Sense of service
• Stress management