1. Set up and manage the help desk at distribution sites or community events, ensuring it is clearly visible and accessible to all beneficiaries, including women, elderly, and persons with disabilities.
2. Provide clear and accurate information to beneficiaries regarding the project, eligibility criteria, distribution schedules, and available services.
3. Receive and document complaints, suggestions, and feedback from beneficiaries in a respectful, confidential, and timely manner using standardized tools (MODA) and forms.
4. Ensure that complaints and sensitive feedback are properly categorized (e.g., protection, fraud, exclusion errors) and referred to the appropriate focal point or management level for timely action.
5. Maintain an up-to-date logbook or database of all feedback and inquiries received through the help desk, ensuring data accuracy and completeness.
6. Ensure confidentiality and protection of sensitive beneficiary information in line with WASSA’s data protection and safeguarding policies.
7. Support unregistered or confused beneficiaries in understanding registration steps or locating their information in beneficiary lists.
8. Assist vulnerable individuals (e.g., elderly, women, persons with disabilities) who may require support in navigating the distribution or registration process.
9. Liaise with project staff, field supervisors, and community elders to resolve on-site issues or respond to urgent concerns raised through the help desk.
10. Participate in regular training sessions on accountability, safeguarding, and humanitarian principles to improve service quality.
11. Raise serious protection-related complaints or fraud reports immediately to the designated focal point or safeguarding officer.
12. Support the MEAL/CFM team in analyzing trends from the help desk log to inform program improvement and risk mitigation.
13. Ensure help desk signage and communication materials (flyers, banners, instructions) are properly displayed and updated.
14. Assist in the dissemination of key messages, including distribution procedures, beneficiary rights, and complaint mechanisms.
15. Compile and submit daily or weekly reports on help desk operations, number of cases handled, and any urgent issues identified.
16. Perform any other related duties assigned by the line manager to support program accountability and transparency.
