Complaint, Feedback and Protection Mechanism at CARE

JOB SUMMARY:

strengthening the accountability system in the organization especially the distribution activities going on in the Northeast including managing day to day accountability feedback that includes handling of complaints as received from a range of stakeholders such as project participants. Ensure meaningful access, safety and dignity in humanitarian aid. The following elements must be taken into account in all humanitarian activities and equal participation of women, girls, boys and men in livelihoods programming This position will mainly assist in

II. RESPONSIBILITIES AND TASKS: 

safety and dignity, and avoid causing harm:

• prevent and minimize as much as possible any unintended negative effects of the intervention which can increase people’s vulnerability to both physical and psychosocial risks:
• Ensures the communities reaching the food distribution easily (e.g. walking distance)
• Make sure the food distribution points far from military installations or any other risks (this can also be part of observations)
• Ensure the community feel that everyone is properly informed about the locations and the timing of the food/ NFI distribution.
• Ensure there is the drinking water at the site
• Ensure there is gendered latrines
• Ensure Shade in place for protection of the project participants

Meaningful Access:

• arrange for people’s access to assistance and services - in proportion to need and without any barriers (e.g. discrimination).
• Pay special attention to individuals and groups who may be particularly vulnerable or have difficulty accessing assistance and services.

Accountability

set-up appropriate mechanisms through which affected populations can measure the adequacy of interventions, and address concerns and complaints.

Participation and Empowerment

support the development of self-protection capacities and assist people to claim their rights, including not exclusively - the rights to shelter, food, water and sanitation, health, and education.

Livelihood responsibility

• Ensure the meaningful participation of women and girls rather than mere token representation. For example, supporting women’s farming collectives or carrying out quick orientation programmes for women prior to skills training can be a useful strategy
• Ensure that both women’s and men’s security concerns are addressed to enhance participation in decision-making, distribution, training and planning processes. For example, providing safe means of transportation, safe spaces for children, avoiding the promotion of livelihood activities that expose women to risks (for example fetching firewood unaccompanied) or social discredit.
• Ensure Inclusion of marginalized populations in programme activities (e.g. the disabled, elderly persons, young married girls and victims of gender-based violence). For example, a useful strategy is to establish mutual referral systems among agencies to direct gender-based violence survivors to the right place for livelihood assistance.
• Ensure women and men are involved in planning and implementing all livelihood programmes.

III.           PROBLEM SOLVING (Thinking Environment)

There are three levels of problem-solving: 

• What has to be done and how to do it are clearly defined, and the incumbent will face identical or similar problems on a regular basis;
• What has to be done is known, but how to do it is not defined. The incumbent must use interpolative skills to pick and choose the right strategy to address a given problem; and
• Why things are done is known, but what has to be done and how to do it are not defined. 
• Situations are variable and the incumbent’s response will involve analysis, problem definition, development of alternatives, and making recommendations. She will face and address problems that are typically non-recurring.

IV.           QUALIFICATIONS (KNOW HOW)

A)   EDUCATION/TRAINING:

Required:

Degree/Diploma in Social Sciences or Humanities

Proven interest & commitment to humanitarian and development principles and a demonstrable understanding of conflict/post conflict development contexts.

Desired:

 Post graduate degree in a related field.  

B) EXPERIENCE:

Required:

•  At least 2 years’ experience in Nutrition, Biology, Public Health, Nursing or food aid support.
• A good experience in supervision is required. 
• Experience with survey methodologies, nutrition assessment and relevant data analysis

Desired:

Previous experience working with an INGO or a Development organization.  

C) TECHNICAL SKILLS:

Required:

• Experience in data collection, collation, analysis, and report writing
• Ability to plan and organize work and write clear and concise reports and communicate effectively (both in writing and verbally)
• Commitment to CARE’s Core Values of Transformation, Integrity, Diversity, Excellence and Equality
• Proven ability to prioritize tasks and meet deadlines
• Stable, moral, reliable and robust character and a good team-player
• Excellent communication skills
• Proven commitment to accountability practices
• Excellent Microsoft Office & statistical soft wares skills

Desired:

• Good knowledge of the intervention area/s and local context
• Previous humanitarian programming experience
• Knowledge of the local language (Hausa, Kanuri)

D) COMPETENCIES:

• Strong level of autonomy to provide independent follow through on processing issues and concerns
• Excellent planning, organizational and time management skills
• Integrity
• Details focus
• Strong team player
• Strong problem solving, analytical, operational, and coordinating abilities
• Good interpersonal, oral and written communication and presentation skills
• Strong customer service focus and ability to work well with people from various backgrounds and cultures at all levels in organization.