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Project, program management jobs in Yola, Nigeria

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The Norwegian Refugee Council

Complaints And Feedback Mechanism Technical Assistant Nigeria

Yola, Nigeria

The Norwegian Refugee Council

Livelihoods And Food Security Technical Assistant

Yola, Nigeria

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International Rescue Committee

CLOSED

MEAL Officer

Yola, Nigeria

Complaints And Feedback Mechanism Technical Assistant Nigeria

Closing: Apr 19, 2024

2 days remaining

Published: Apr 10, 2024 (8 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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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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