Complaints And Feedback Mechanism Technical Assistant Nigeria

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 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.