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The Norwegian Refugee Council
CLOSEDComplaints And Feedback Mechanism Technical Assistant Nigeria
Yola, Nigeria
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The Norwegian Refugee Council
CLOSEDLivelihoods And Food Security Technical Assistant
Yola, Nigeria
CLOSED FOR APPLICATIONS
Complaints And Feedback Mechanism Technical Assistant Nigeria
Closing: Apr 19, 2024
This position has expiredPublished: Apr 10, 2024 (30 days ago)
Job Requirements
Education:
Work experience:
Language skills:
Job Summary
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Generic professional competencies for this position:
- At least 1-2 years of experience in an international NGO preferably in an emergency or post-conflict setting, beneficiary reception and/or counselling, CFM, or related field.
- Experience in handling a hotline.
- Experience in handling sensitive feedback.
- Ability to present data and convey information clearly and concisely and identifying trends.
- Experience in facilitating the capacity building efforts of diverse colleagues, including local communities and local partner agencies.
- Demonstrated ability to transfer knowledge to diverse audiences through training, mentoring and other formal and non-formal methods.
- Fluency in English, Hausa, Kanuri (speaking, reading, writing), other local languages are an asset.
- Computer skills, including MS Office (Word, Excel)
Context related skills, knowledge, and experience:
- Strong analytical and communications skills
- Experience and ability to train others and transfer knowledge.
- Knowledge of the context in Northeast.
- Ability to receive and handle confidential and sensitive information (highly approachable, trustworthy, and confidential)
- Familiarity with NRC’s core competencies is an asset.
Behavioral Competencies:
- Working with the affected communities.
- Working with programme (core competency) staff.
- Communicate with impact and respect.
- Analyzing
- Planning and delivering results.
- Ability to work under pressure, independently and with limited supervision.
- Patient, flexible and creative
- Initiating action and change
Responsibilities
Generic professional competencies for this position:
- At least 1-2 years of experience in an international NGO preferably in an emergency or post-conflict setting, beneficiary reception and/or counselling, CFM, or related field.
- Experience in handling a hotline.
- Experience in handling sensitive feedback.
- Ability to present data and convey information clearly and concisely and identifying trends.
- Experience in facilitating the capacity building efforts of diverse colleagues, including local communities and local partner agencies.
- Demonstrated ability to transfer knowledge to diverse audiences through training, mentoring and other formal and non-formal methods.
- Fluency in English, Hausa, Kanuri (speaking, reading, writing), other local languages are an asset.
- Computer skills, including MS Office (Word, Excel)
Context related skills, knowledge, and experience:
- Strong analytical and communications skills
- Experience and ability to train others and transfer knowledge.
- Knowledge of the context in Northeast.
- Ability to receive and handle confidential and sensitive information (highly approachable, trustworthy, and confidential)
- Familiarity with NRC’s core competencies is an asset.
Behavioral Competencies:
- Working with the affected communities.
- Working with programme (core competency) staff.
- Communicate with impact and respect.
- Analyzing
- Planning and delivering results.
- Ability to work under pressure, independently and with limited supervision.
- Patient, flexible and creative
- Initiating action and change
Generic responsibilities:
- Assist in implementing NRC’s systems and procedures at country level.
- Prepare and submit reports and analysis.
- Assist proper documentation using existing systems.
- Support dissemination of relevant information to project participants, host communities, and relevant partners
- Actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards & principles within NRC and amongst beneficiaries served by NRC.
- Assist with the implementation of the support function portfolio according to plan of action.
- Prepare and develop status reports as required by management.
- Ensure proper filing of documents.
- Promote and share ideas for improvement of the support function.
- Adhere to NRC policies, tools, handbooks, and guidelines.
Specific responsibilities:
- Manage (receive, respond, return) all calls, messages on the CFM toll-free line and WhatsApp for business platforms in line with the Operating Procedures (SOPs) for CFM within the Nigeria country office.
- Conduct routine CFM activities (community engagement meetings, participation meetings and information sharing) across all programme locations.
- Facilitate CFM trainings and refreshers to both new staff and programme staff.
- Conduct capacity building sessions at community level to CFM focal in programme locations.
- Support in retrieving and documenting complaints and feedback from other CFM channels (suggestion boxes).
- Assist in raising awareness and sharing CFM and project activity information with the communities.
- Assist in conducting community engagement meetings in the communities.
- Serve as primary contact for all CFM related issues coming via the electronic channels except for the CFM email.
- Triage all complaints received via electronic channels to the CFM Coordinator and officers.
- Ensure that complaints and feedback received via electronic channels are responded to in a timely manner.
- Document all complaints and feedback received via the electronic channels.
- Referral and follow up of all complaints and feedback received via electronic channels that requires referrals.
- Assist the processing and provision of response, specifically in relation to confidentiality via the Toll-free line and WhatsApp for business channel.
- Ensure proper response is generated in reasonable time for complaints received via toll-free line and WhatsApp for business.
- Work with HR and protection colleagues to ensure that NRC has in place procedures to ensure response to sensitive complaints received (Code of Conduct and SEA)
- Assist in facilitating trainings and refresher sessions for CFM and program staff to ensure they have the capacity and skills to deal with complaints at the field level.
- Produce/oversee production of regular internal reports on complaint trends and statistics of complaints and feedback received via the toll-free line and WhatsApp for business.
- Assist programme staff in identifying and addressing all complaints and feedback related needs and formalising feedback loops within programmes.
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