Complaints Response Mechanism (CRM) Assistant at COOPI - Cooperazione Internazionale

Department

Project

Supervisor

CBT Manager/Deputy Project Manager 

Reports to

Directly to the CBT Manager/Deputy Project Manager and indirectly to the Project Manager

Duration

1 month

Location

Yobe State; Bade, Damaturu, Geidam and Jaskusko (specify preferred location on google form)

Overall responsibilities

The Complaints Response Mechanism (CRM) Assistant will provide support to COOPI food security and livelihoods interventions assisting IDPs in NE Nigeria. The CRM Assistant will work on the management of the beneficiary and stakeholders’ complaints and feedback mechanisms. S/he will ensure that mechanisms are in place to strengthen the quality and accountability of emergency response in regards to information sharing, beneficiaries’ participation, complaints and response

Main Responsibilities and Tasks

Under the direct supervision of the CBT Manager/Deputy Project Manager, and in collaboration with the Field Coordinator, and other collaborators of the projects and of the Base, he/she will: 

• Ensure operationalization of established feedback/accountability mechanism.
• Prepare reports on the cases registered through the CRM system.
• Timely feedback to WFP and Project Management team in the field on complaints and concerns raised by communities on project activities.
• Maintenance of an effective record and filing system for all complaints solved and pending issues including correspondences and other related documents for quick and easy reference.
• Communicate and disseminate complaints handling procedures, policies and tools as appropriate to beneficiaries, project staff and other stakeholders.
• Analyze data and submit internal and accurate reports to the concerned programs/projects on weekly basis. 
• Conduct regular spot-checks of beneficiary awareness on the CRM procedures
• Follow-up on status progress of referred cases.
• Liaise with local authorities and community leaders to support the resolution of complaints.
• Regularly communicate with beneficiaries to provide feedback to their complaints, including distributing replacements for lost or faulty cards.
• Treat beneficiaries with dignity and apply COOPI’s Code of Ethics and Conduct, the UN Convention for the Elimination of Discrimination Against Women (CEDAW) and the UN Convention on the Rights of the Child (UNCRC) in the field, including sensitizing Field Monitors, vendors and agents on such principles.

Additional Responsibilities:

• This job description is not intended to be all inclusive and the employee will also perform other related tasks as required and assigned by his/her supervisor.

Profile of the Candidate (Education, Training, Competences, Skills)

Minimum Requirements:

• Degree/Diploma in Social Sciences
• Previous experience working in humanitarian projects
• Proven interest & commitment to humanitarian and development principles and a demonstrable understanding of conflict/post conflict development contexts.

-Desired Competencies / Skills:

Essential

• 1-2 years CRM related work experience with an INGO
• Experience in data collection, collation, analysis, and report writing
• Fluency in English
• Ability to plan and organize work and write clear and concise reports and communicate effectively (both in writing and verbally)
• Proven ability to prioritize tasks and meet deadlines
• Stable, moral, reliable and robust character and a good team-player
• Excellent communication skills, calm, with a good sense of humour
• Proven commitment to accountability practices
• Excellent Microsoft Office & statistical soft wares skills (Excel, Word, Power point, SPSS, Emails, Skype, Web researchers)

Preferred

• Good knowledge of the intervention area/s and local context

• Previous humanitarian programming experience
• Knowledge of the local language (Hausa)