Complaints and Feedback Mechanism Technical Assistant Job at Norwegian Refugee Council

The Norwegian Refugee Council (NRC) is a non-governmental, humanitarian organization with 60 years of experience in helping to create a safer and more dignified life for refugees and internally displaced people. NRC advocates for the rights of displaced populations and offers assistance within the shelter, emergency food security, and water, sanitation and hygiene sectors.

We are recruiting to fill the position below:

Job Position: Complaints and Feedback Mechanism Technical Assistant Nigeria

Job Identification: 14525
Job Location: Mubi, Yola - Adamawa
Job Schedule: Full time
Job Category: Monitoring and Evaluation

Job Description

• These strategic locations have allowed NRC greater reach from the north and south parts of the North-East and North Central region and allowed NRC to contribute to bridging the gap between humanitarian aid and development cooperation, including by focusing on equitable access to basic services and strengthening the rights of displaced people and returnees.
• In addition to the Country Office and the above-mentioned Area Offices, NRC has sub-office structures in Dikwa, Monguno, Biu, Mubi, Pulka, and Gwoza.
• We are looking for people who are passionate about helping refugees and people forced to flee.
• If you are those people, the Norwegian Refugee Council in Nigeria is looking for an enthusiastic, passionate Complaints and Feedback Mechanism Technical Assistant  to join our team in Area South, Adamawa State

Roles and Responsibilities
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.

Requirements
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