Part of Administration

Job Title:                       Health Complaint Analysis Advisor

Vacancy No :                         H/Co/Analysis/Advisor

Number of Post:          One

Location                      Kabul

Gender:                       Female

Nationality:                 Afghan

Duration:                     One Year (Extendable)

Announced Date:             15/10/2019

Expire Date:                      29/10/2019

Background:

The Afghanistan health system has made considerable progress and the health indicators have also significantly improved over the period of 2003-2017. The key enablers for the improvements have seen in the health sector are strong local stewardship, development of sound and stable policy frameworks, prioritization of investments in primary care and implementation of BPHS and EPHS. The BPHS and EPHS have been implemented through NGOs in 31 and the MoPH Strengthening Mechanism in remaining 3 provinces. Sehatmandi project mainly finances the BPHS and EPHS implementation across the country for 3 years - July 01, 2018 to June 30, 2021. In order to manage the health program effectively, the project finances the system development and stewardship functions of the MoPH though support of short-term technical assistance and supports the contractual staff required for implementation of project activities.

Scope of work:

The Health Complaint Analysis Advisor will be responsible for analysis complaints and  provide technical assistance to the Health Complaint Office (HCO).

This position will report technically on day to day activities to his/ her direct line manager/supervisor. However, contractually, the consultant is accountable to Sehatmandi Coordination Office and will report project related activities/deliverables to Sehatmandi coordination Office on regular basis.

Objective:

To assist the health of HCO in overall management of the GRM and to analyze  health complaints related information.

Responsibilities:

• Assist complaint handling unite of the Ministry of Public Health to further  strengthen the process of complaint handling and management
• Ensure health related complaints are properly categorized and entered into the database. Develop agenda for MoPH when related complaint requires leadership attention.
• Assist the Head of HCO in setting up a computer-based system of complaint records, analysis and Citizens’ Feedback Mechanism.
• Work with GCMU and NGOs to make sure complaint handling and citizen feedback mechanism is established in all BPHS facilities
• Assist complaint handling unit to develop training material for provincial and central GRM focal point.
• Cntribute to the process of quarterly assessment of the GRM system for further improvement.
• Established separate GRC for resolving complaints of sensitive nature (procurement, finance, sexual harassment).
• Analyze complaints received, resolve and pending, and provide specific feedback to relevant department to improve service delivery.
• Develop monthly, quarterly and annual reports on complaints summary.
• Any other tasks and duties assigned to him/her by his/her supervisor.

Qualifications and experience:

• Having university degree from reliable university in related fields such as social science and other related fields.  
• Minimum of 5 years of relevant experiences in related areas at the government, or UN agencies or Non-governmental organizations.
• Excellent written and verbal communication skills in English language and fluent in a local language.
• Demonstrate computer skills (Ms. Office Package).
• Be able to travel

Deliverables:

• Workshops facilitated for the PPHDs and the 34 provinces health complaint focal points
• Monthly health complaint data analysed, and the report produced
• Quarterly field visits conducted
• Revision of the ToR of HCO facilitated
• Monthly activities report submitted to Sehatmandi Coordination office on a regular basis.