Grievance & Complaints Handling Officer
(for Bantuan Siswa Miskin/BSM Program Reforms)
National Team for Accelerating Poverty Reduction (TNP2K)
Short term, Jakarta-based
Jakarta, Indonesia – AusAID funded Poverty Reduction Support Facility (PRSF)
PRSF is a joint facility between AusAID and the Government of Indonesia to improve the quality of policy advice for poverty programs in Indonesia.
The key purpose of the role is to support in responding to the grievances & complaints received at TNP2K (as a result of the BSM Cards System) and also to strengthen the BSM program existing Grievance & Complaints position at the Ministry of Education & Culture/MoEC as well as the Ministry of Religious Affairs/MoRA.
The consultant will be responsible for the following tasks:
- Provide Grievance and Complaints support related to the implementation of BSM Cards system which includes receiving and provide solutions to BSM cards grievance or complaints from the households (from families and children) and from BSM stakeholders (such as facilitators of PKH/Program Keluarga Harapan, Education or Religious Offices at the Provincial and Districts level, and schools).
- Media surveillance supports of BSM program in general and the new targeting mechanism implementation in particular, in the media (such as newspapers, radio, television, internet etc) and provide biweekly report on the progress.
- Work with and provide assistance to Government counterparts to support the improvement of BSM existing program Grievance & Complaint System (with the Ministry of Education & Culture/MoEC and the Ministry of Religious Affairs/MoRA);
- Actively liaise with other units/working group within TNP2K particularly to share and solve Grievance and Complaints received on the issue of BSM phase 2 reforms targeting, data errors, programs and etc (Cluster 1, UPSPK, Monev Working Group and Communication team/Knowledge Management)
- Develop and draft additional manuals of BSM Grievance and Complaints mechanism especially related to the objectives of BSM reforms at improving the targeting of BSM program, to be proposed to line ministries of BSM program implementation.
To succeed in this role, you will be able to demonstrate:
- Bachelor Degree in Economics or Communication, or other relevant Social Science.
- Minimum of five years of relevant professional experience especially experience at receiving and handling grievance and complaints related to social assistance and social protection program for children and families coming from poor households; Conducting related analysis and providing technical advisory services are essential; practical experience in dealing with institutional design and implementation issues. Experiences in the Cluster 1 Poverty Alleviation Program, including BSM, PKH and Raskin program are desirable.
- Strong understanding of Social Assistance Programs
- Fluent in written and spoken both Bahasa Indonesia and English.
PRSF is managed by GRM International on behalf of AusAID.
Click here to view the terms of reference and application while detailed information about the project is available at www.tnp2k.go.id.
Please indicate the position applied in the email subject, and submit CV and GRM Job Application form (accessible here) to: recruitment@prsf.or.id by the latest 20th April 2013.
