Crowd Controller Full Time NEW

AREA OFFICE/ LOCATION: Woldiya/Kobo

GRADE: 4B

CONTRACT LENGTH: 4 months

Reports to: Field coordinator

Matrix Manager: H, N & WaSH PM

CHILD SAFEGUARDING:

Level 3 – the responsibilities of the post may require the post holder to have regular contact with or access to children or young people, vulnerable households, community and members

Risk and Compliance:

The role holder is required to carry out the duties in accordance with the SCI Fraud, Bribery, and Corruption policy and code of conduct. The key responsibilities include understanding and complying with the SCI policies and procedures, not committing any act of fraud, bribery, or corruption, understanding risks in their area/role, and implementing mitigation measures, report any suspected fraud, bribery, or corruption immediately, declare conflicts of interest in accordance with internal procedures and complete mandatory training related to ethics and anti-fraud measures

Role purpose

The Crowd Controller is responsible for ensuring orderly, safe, and dignified beneficiary flow management during Digital Biographic Registration, QR code issuance, and Cash Distribution activities under the WFP-funded cash assistance program.

The role supports operational efficiency, beneficiary safety, safeguarding compliance, and adherence to accountability standards at registration and distribution sites. The Crowd Controller works closely with the Field Coordinator, Cash Assistance Officers, Enumerators, Verifiers, CFRO, Security Personnel, and WFP focal persons to maintain structured site management and prevent congestion, conflict, or protection risks.

SCOPE OF ROLE:

Crowd Management & Site Organization

• Organize and control beneficiary queues at registration and cash distribution sites.
• Ensure orderly entry and exit flow to prevent congestion and overcrowding.
• Maintain clear segregation of registration desks, verification points, QR issuance areas, and payment stations.
• Support prioritization of vulnerable groups (elderly, pregnant women, persons with disabilities, child-headed households).
• Ensure compliance with site layout and standard operating procedures (SOPs).
• Prevent unauthorized access to operational areas.

Registration Phase Support (Digital Biographic Registration & QR Issuance)

• Guide beneficiaries through the registration flow process.
• Ensure beneficiaries have required documentation before reaching desks.
• Support orderly crowd movement during biometric and biographic data capture.
• Assist in maintaining discipline around QR code issuance points.
• Immediately alert the Field Coordinator of any disputes, tension, or security risks.
• Support help desk and feedback desk crowd flow coordination.

Cash Distribution Phase Support

• Manage beneficiary queues during cash disbursement.
• Ensure beneficiaries understand the distribution process before entering payment areas.
• Support clear communication regarding transfer schedules and payment flow.
• Monitor waiting areas to ensure safety and protection of beneficiaries.
• Coordinate with FSP staff to ensure structured access to payment desks.
• Observe and report any irregularities such as attempted fraud, duplication, or disputes.

Safeguarding & Protection

• Ensure crowd control practices uphold dignity, non-discrimination, and protection standards.
• Ensure women, children, elderly persons, and persons with disabilities are not exposed to harm or intimidation.
• Immediately report safeguarding concerns or protection incidents in line with SCI safeguarding policy.
• Maintain zero tolerance for harassment, abuse, or exploitation at distribution sites.

Coordination & Reporting

• Work closely with Field Coordinator, Cash Assistance Officers, CFRO, Security staff, and WFP focal persons.
• Provide daily verbal updates on site flow, challenges, and incidents.
• Report security concerns immediately.
• Support documentation of major incidents when required.

Risk & Compliance

• Adhere strictly to SCI Fraud, Bribery, and Corruption policies.
• Prevent and report any suspicious activity, bribery attempts, or misconduct.
• Ensure transparency and fairness in site access management.
• Support mitigation of operational and security risks at field level.
• Context: Emergency cash assistance for IDPs and returnees

BEHAVIOURS (Values in Practice)

Accountability:

• holds self-accountable for making decisions, managing resources efficiently, achieving and role modelling Save the Children values
• holds the team and partners accountable to deliver on their responsibilities – giving them the freedom to deliver in the best way they see fit, providing the necessary development to improve performance and applying appropriate consequences when results are not achieved.

Ambition:

• sets ambitious and challenging goals for themselves and their team, takes responsibility for their own personal development and encourages their team to do the same
• widely shares their personal vision for Save the Children, engages and motivates others
• Future orientated, thinks strategically and on a global scale.

Collaboration:

• builds and maintains effective relationships, with their team, colleagues, Members and external partners and supporters
• values diversity, sees it as a source of competitive strength
• Approachable, good listener, easy to talk to.

Creativity:

• develops and encourages new and innovative solutions
• Willing to take disciplined risks.

Integrity:

• honest, encourages openness and transparency; demonstrates highest levels of integrity

• Bachelor’s Degree in economics, social sciences, public or business administration, or equivalent

EXPERIENCE AND SKILLS

• 2-4 years of experience working in customer service roles. NGO experience is preferred but not essential.
• Ability to organize work, maintain self-control when working under pressure, and multi-task effectively
• Strong communication skills in English, Amharic
• Team player with experience in a multi-cultural environment
• Demonstrate ethical and professional competencies by respecting feedback provider confidentiality.
• Address needs and requests in a professional manner.
• Handling calls that can be distressful, ensuring that such calls are treated with the degree of empathy and understanding commensurate with the sensitivity of the call and the vulnerability of the caller.
• Report any incident or act that causes any harm to focal points
• Multilingual i.e. speaks Amharic, English etc. very well

  Additional job responsibilities

• The duties and responsibilities as set out above are not exhaustive and the role holder maybe required to carry out additional duties within reasonableness of their level of skills and experience. The program manager is expected to cover emerging assignments in the humanitarian program operations

  Equal Opportunities

• The role holder is required to carry out the duties in accordance with the SCI Equal Opportunities and Diversity policies and procedures.