CFM Outreach Assistant at International Rescue Committee (IRC)

Job Overview/Summary:

• The IRC is guided by three core principles/standards (the IRC Way); Service, Integrity, and Accountability. Also, the organization is guided by the principles of the Core Humanitarian standards (CHS) as well as the Humanitarian Accountability Partnership (HAP).
• To uphold and ensure commitment to these principles in all its projects, IRC Nigeria operates a Community Accountability Feedback Mechanism. One of the mechanisms is to collect community’s feedback through diverse preferred channels of the feedback. Thus, the IRC would like to hire an experienced person for this job.
• The purpose of the Help Desk Assistance, in general, is to receive feedback and complaints come in at the distribution points where WFP cooperating partner is working regarding the services the organization is rendering through the help desk will be establish at the specific distribution point.
• The position holder who will be directly supervised by the accountability assistant, this position will work between the community and the organization in terms of information flow from one to the other and vise-versa.
• S/he will collect feedback coming from the distribution point through help desk pass on to the WFP team following the WFP’s feedback mechanism information flow system or depending on the category level of the feedback, respond to the person who reported the complaint.

Major Responsibilities:

• Support with sensitization of the client on pre distribution information (entitlement, available feedback channels)
• Set up help desk early before the commencement of distribution and ensure provision of canopy and mat for waiting area.
• Record the complaints/feedback applying the template/s prepared for the purpose.
• Ensure confidentiality of all information received is upheld and respected.
• Regularly update herself/himself with selection criteria and distribution entitlement of each client.
• Understand well Accountability to affected population and educate Cooperating partner and clients.
• Regularly update herself/himself with the new policies and procedures of WFP particularly in relation to accountability.
• Understanding of Humanitarian Accountability Partnership (HAP), Core Humanitarian Standards and other relevant global standards.
• Respond to information requests or answer questions from clients, if it is within her/his mandate specified in the WFP Community Accountability Mechanism document.
• Systematically and securely document and share daily reports regularly with the Accountability Assistant
• Ensure timely request of the any tools about to finish not to runout of the tool.
• Ensure proper and complete documentation of the complaint/feedback received via help desk.
• Capture success story during feedback session with the client.
• Safe keeping of feedback/complaint registry under lock and key to ensure confidentiality.

Key Working Relationships:

• Position Reports to: MEAL Officer
• Indirect Reporting: AAP and Protection Manager

Qualifications

• Education: A minimum of Diploma in communication or any sector or sub-sector related field

Job Requirements:

• Excellent writing and communication skills.
• Experience in similar areas, developmental work and communication is an advantage.
• Must be able to maintain confidentiality of information and individuals.
• Good verbal communication skills in local languages of the area and working knowledge of English is a must.
• Passionate to humanitarian work.

Work Experience: At least one year experience as enumerator

Demonstrated Skills and Competencies:

• Strong data collection skills
• Good verbal communication skills in local languages and working knowledge of English, Hausa, and the common language of the community if any.
• He/she must demonstrate good presentation skills
• A strong team player with excellent interpersonal skills and the ability to work with groups of diverse backgrounds.