JOB TITLE: Complaints & Feedback Mechanism (CFM) Assistant
JOB LOCATION: Yobe (Karasuwa and Yusufari)
JOB DETAILS:
- Under the Supervision of the MEAL Officer, the CFM Assistant is responsible for ensuring mechanisms are in place in all CARE Project sites to strengthen the quality and accountability of the emergency program especially in regards to information sharing, beneficiaries’ participation, complaints and response mechanism.
- The CFM assistant is also responsible for the provision of support to Food Security project to strengthen Food security activities in the field in accordance with CARE principles and ensures field activities are executed in an efficient manner. Support conducting of Protection Monitoring/ risk assessments/ rapid protection assessments, conduct referrals (including establishing referral pathways), following up of cases, identification of protection cases, weekly work planning, ensuring awareness on CFM, collection of complaints, documenting of the complaints in adherence to WFP and systems, feedback to communities and train on CFM, protection principles to CNMs and food committees.
Key Roles / Responsibilities
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- To assist the M&E Officer in working with programme staffs and beneficiaries to develop structure and methods for managing the complaints and feedback in the field as well as maintaining the integrity of information received.
- This role will also involve management of CRM database by ensuring proper documentation and aggregation of CRM data including complaints received, investigated and responded to as well as providing detailed summaries of complaints issues to feedback to the program team during monthly and quarterly meetings/reports.
Technical Expertise, Skills and Knowledge
- B.Sc / HND / ND in Management, Social Research, and Development Studies or a related field or comparable addition to experience.
- Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
- Minimum of 1 years proven experience in accountability especially feedback mechanisms concepts and international humanitarian quality standards.
- Previous experience of working with NGOs.
- Experience in implementation of accountability and complaints reporting mechanisms in Nigeria.
- Experience in developing and/or managing complaints reporting mechanisms for food and cash transfer programs.
- Understand key concepts and commitments regarding accountability to affected populations (AAP), including Strong understanding of HAP, Do No Harm and other relevant global standards.
- Ethical, focused on treating complainants/ community fairly and culturally sensitive.
- Innovative and solutions-oriented.
- Building collaborative relationships with beneficiaries and the community.
- Proven interest & commitment to humanitarian and development principles and demonstrable understanding of conflict/post conflict development contexts.
- Sound analytical, conceptual and strategic thinking skills.
- Excellent communication skills and experience in report writing.
- Proficiency in English, Hausa and Kanuri languages both spoken and written.
- Understanding of monitoring processes, learning, adaptation and evaluation
- Qualified female candidates are strongly encouraged to apply.
Deadline: April 6, 2021
Job Features
Job Category | Assistant |