Community and Feedback Mechanism Assistant at COOPI - Cooperazione Internazionale

Overall Responsibilities

• The Community Feedback and Accountability Assistant will support the implementation and management of an effective Complaints and Feedback Mechanism (CFM) within the project areas.
• This role ensures that affected populations have access to safe, confidential, and accessible channels through which they can raise concerns, complaints, and feedback regarding project activities and service delivery.
• Working under the supervision of the team lead, the post holder will coordinate closely with program teams and other stakeholders to ensure the integrity of information received, timely referral and resolution of issues, and that community voices inform and improve programming.

Key Responsibilities
Under the direct supervision of the Conflict and Peace Building Officer, the CFM will be responsible for:
Complaints and Feedback Management:

• Receive, document, and manage complaints and feedback from community members regarding project activities using established channels such as MODA and SUGAR CRM platforms.
• Ensure timely and accurate logging of complaints and feedback in the CRM database, categorizing issues based on urgency, sensitivity, and thematic area.
• Ensure strict confidentiality and protection of sensitive information throughout the feedback process in accordance with data protection and safeguarding standards.

System Development and Coordination:

• Support the roll-out of Standard Operating Procedures (SOPs) for complaint management to ensure consistent application of policies and prompt action such as Community Complaints Management Committees
• Work with community stakeholders to strengthen awareness and trust in the CFM, ensuring accessibility and inclusiveness for women, children, persons with disabilities, and other vulnerable groups.

Data Management and Reporting:

• Maintain and update the CRM database to ensure completeness, accuracy, and integrity of recorded complaints and responses.
• Aggregate complaint trends and feedback issues, producing monthly and quarterly analytical reports to guide program improvements and strategic planning.
• Contribute to internal learning by documenting recurring complaints, community concerns, and examples of positive feedback.

Accountability and Learning:

• Provide regular feedback to complainants, ensuring they are informed about the status and outcome of their complaints in a transparent and respectful manner.
• Follow up with program teams and operations units to ensure swift and effective responses to issues raised by the community.
• Participate in periodic reviews of the CFM to assess its effectiveness and recommend areas for improvement based on feedback trends.

Community Engagement and Awareness:

• Conduct awareness sessions with community members on their rights to access information, express concerns, and provide feedback on the services they receive.
• Support staff and field teams to understand their roles and responsibilities in promoting accountability to affected populations.
• Work closely with community focal points and leaders to encourage participation in feedback systems and facilitate inclusive dialogue.

Referrals and Protection Support:

• Assist individuals with accessing relevant services by facilitating timely and appropriate referrals to protection, health, nutrition, and other service providers.
• Ensure that all referrals are documented, tracked, and followed up to confirm services were received and beneficiary needs addressed.

Support to Monitoring and Evaluation:

• Contribute to the identification of success stories and case studies that reflect the impact of the feedback mechanism and community participation.
• Ensure that all documents, reports, and data related to complaints and feedback are handled with a high level of confidentiality and stored securely.
• Uphold ethical standards and safeguarding principles in all interactions with community members and during information handling.

Gender and Inclusion:

• Ensure that project activities are gender-sensitive and inclusive, addressing the needs of all beneficiary groups.
• Integrate gender and inclusion strategies into program planning and implementation.

Reporting:

• Prepare timely and accurate reports on the Resilience and Social Cohesion (Peace) in Northeast Nigeria activities for COOPI, WFP, and other stakeholders.
• Document lessons learned and best practices for organizational knowledge.

Networking and Partnerships:

• Establish and maintain strategic partnerships with NGOs, UN agencies, and other relevant stakeholders.
• Leverage partnerships to enhance program reach and impact.

Knowledge Sharing:

• Facilitate the dissemination of knowledge and learning within COOPI and the broader humanitarian community.
• Organize workshops and learning events to share insights from the program.

Additional Responsibilities:

• Stay abreast of developments in accountability and humanitarian response.
• Perform other duties as necessary, commensurate with professional background and experience, as deemed by the supervisor.
• This Terms of Reference outlines the key responsibilities and expectations for the CFM under the WFP/BMZ-funded project.
• The role is pivotal in ensuring that WFP/COOPI delivers high-quality Conflict sensitive and peace building assistance to support the resilience and recovery of displaced populations in Northeast Nigeria.

Requirements

• Language Requirements: Spoken and written fluency in English, Hausa and Kanuri

Desired Requirements:

• Diploma or Degree in Sociology, Community Development, or related field.
• Minimum 2 years of experience in community engagement or outreach.
• Fluency in local languages (Hausa/Kanuri) is essential.
• Strong communication and teamwork skills.