Complaint and Feedback Mechanism Assistant at Plan International

Location: (Pulka and Gwoza) Borno

Role Purpose

• To be responsible for set up and management of help desk during distribution and other channels feasible in area of project implementation, records feedback / complaints into 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 program team during monthly and quarterly meetings / reports.

Dimension of the Role:

• The CRM Assistant will work as part of emergency response unit in Pulka in documentation, categorization and reporting feedback / complaints.

Accountabilities

• Receive feedback / complaints from project participants and community members
• Provide adequate response and referrals to complainants and feedback providers
• Support the implementation of a Child friendly feedback mechanism in the community of intervention
• Ensure timely entry of complaints into the child friendly feedback complaint database and keep it updated
• Provide detailed summaries of complaints and feedback received
• Follow up on unresolved complaints with concerned team members and ensures
• Negotiate suitable resolutions to complaints with feedback providers under the direction of supervisor

Human Resource Development:

• Supports the orientation, on-going development/training and builds capacity of field level and community-based staff to ensure a high level of expertise in line with organisational requirements

Learning and Knowledge Management:

• Shares information within the project team about key findings and lessons learnt in a systematic timely manner.
• More specifically shares information within the project team about pre/post distribution monitoring, findings and lessons learnt in a systematic timely manner.

Key Relationships
Internal:

• Livelihood and GFD Team
• Pulka field staff team.

External:

• Liaises with community members ranging from women, men, girls and boys.

Technical Expertise, Skills and Knowledge
Essential:

• A BSc or HND in Social Science courses.
• At least 1 year practical work experience in similar role
• Team player
• Ability to communicate in English, Hausa, and Key Pulka language
• Basic programmatic and administrative skills
• Communicates clearly and effectively
• Possesses good report writing skills
• Passion for learning and development.
• Good computer literacy skills.
• Ability to work with good initiative and meeting deadlines
• Ability and willingness to stay at the deep field level

Desirable:

• Good skills in documentation and reporting.
• Familiarity with child safeguarding approaches and risk mitigation.
• Experience / understanding of Child Rights Programming and development
• Embrace Child-centeredness, Child protection, Community participation and partnership
• Manage customer relationships and service
• Works collaboratively as a team player, listens actively and values contributions
• Self-management and personal accountability

Behaviours:

• Creates strong sense of purpose and commitment within own part of the team and with stakeholders
• Holds self and others to account to deliver on agreed goals and standards of behavior
• Demonstrates a high degree of professionalism/integrity
• Strategic thinking and effective contribution to own work and Organisational development.
• Sound judgement and decision-making in complex situations
• Strong emotional intelligence including self-awareness.
• Leads by example to motivate high performance of others
• Very strong commitment to continuous learning.

Physical Environment:

• Based in Pulka, Borno State.

Level of contact with children:

• High contact- the job responsibilities of this position require the post holder to have medium to high contact with children. It is expected that children and the vulnerable shall be protected at all times.