Complaint Feedback Response Mechanism Assistant (CFRM Assistant) at Terre des hommes (TDH)

General job description:

Under the guidance and the supervision of the Ethics and Compliance officer, the Complaint Feedback Response Mechanism Assistant (CFRMA) oversees and ensure consistent systematic receipt, processing and response to community feedback and complaints that flow through various feedback mechanisms such as hotlines, help desk, suggestion boxes, outreach, and other activities within the scope of the Tdh Nigeria programs. The CFRMA contributes to also improving the quality of Tdh programming through the accurate registration and timely follow up of any feedback and complaints about Tdh’s activities/staff and contributes to the development of appropriate messaging and communication strategies. Thus, the CFRMA is the first point of contact for beneficiaries who need to give feedback or raise complaints. As such, he/she will need to be neutral and establish the mechanisms attitude, that based on the highest integrity which beneficiaries will trust.

The position holder will report to Ethics and Compliance officer of the delegation. The position will support the mainstreaming standards for accountability towards affected population within all Tdh projects.

The main tasks of this function are:

Deliverables.

• Monthly CFRM update report
• High quality onsite monitoring reports after each onsite monitoring visit.
• Monthly conversations with programme teams for capacity building needs on CFRM processes.
• Monthly FGDs and KIIs with beneficiaries and presentation of findings to the MEAL team
• Monthly reporting to MEAL Department, on the overall situation of the CFRM, lessons learned and opportunities for improvement
• Development of training and awareness raising materials for programme teams and beneficiaries as needed
• Proper management and follow up on beneficiary complaints together with MEAL unit, safeguarding unit, programme teams and coordination.
• Support the MEAL department in managing the Feedback, complaints & response channels and ensure they are functional continuously and reach out to all groups within the affected population.
• With the support from the MEAL department/safeguarding unit, ensure that these channels/outlets, are age, gender, disability, and ethnicity appropriate.
• With the Support of the MEAL department, the accountability assistant with function as part of the establish internal systems, processes, and links with existing child safeguarding policy process, to receive and act on all complaints and feedback including sensitive complaints, especially on child protection issues, staff misconduct, corruption, and fraud.

 Main responsibilities

• Support the MEAL Department, to assess communities’ preferred communication means to formulate feedback / complaints with Tdh and he or she needs be proactive about these.
• Support the MEAL Department, in ensuring the complaint feedback and response mechanism (CFRM) offers as many communications means as possible, while taking into account the specificities of the local context and culture, as well as the type and resources of the project, beneficiaries’ specificities (specifically with children), vulnerabilities and preferences, etc.; thus, it’s expect for he or she to  always systematically evaluate Tdh project area for means/outlets of complaints/feedback available.
• Conduct field visits throughout the project cycle, to spread awareness about the CFRM to beneficiaries and non-beneficiaries, as well as local authorities and stakeholders in Tdh’s areas of implementation.
• With support of the MEAL department, coordinate to develop clear CFRM IEC materials in a language and visual format that can be widely understood (including people with low levels of literacy) and children freely format.
• Answer/Listen, process, and respond to feedbacks / complaints and guide beneficiaries that seek help through hotlines and other CFRMs outlets.
• Ensure that up-to-date programming & other relevant information is available and shared with people in need through hotlines, helpdesk, outreach, and other information sharing platforms.
• Ensure that all complaints are channeled internally to the appropriate department, for review and keep follow-up for response within 2 weeks, with beneficiary satisfaction feedback recorded.
• Follow up in a constructive and proactive manner on pending complaints with relevant persons responsible for complaint follow-up and verify that all complaints are adequately and comprehensively addressed.
• Ensure a proper filling system for all the complaints and feedback received through the different CFRM.
• Ensure that sensitive feedback and complaints are channeled through the right process immediately. (Feedback & Complaints especially on child protection issues, staff misconduct, corruption, and fraud)
• Ensure that all CFRM systems are functional and can retain confidentiality of the people who provide feedback or complaints by regular physical verifications and by other means appropriate and approved. 
• Ensure that the supplies / resources are available for the different CFRM outlets to function without interruption. (Printed forms, secured suggestion boxes, mobile credit, mobile units, etc.)
• With the Support of the MEAL department, ensure that staff, manning all the different CFRM outlets or program staffs involve are well trained on the operations of the systems, humanitarian standards & principles.
• Be constructive and proactive to ensure that daily, weekly, and monthly CFRM reports are prepared and share with the supervisor within the month.
• Also be proactive to provide regular and timely updates on progress and challenges to line manager.
• With the support of the MEAL department, at relevant frequency, assess communities’ feedback and satisfaction on the CFRM, and support to incorporate findings into revised approaches.
• Support the compliance department in carrying out spot checks in Field Locations.

Security and child safety

• Understands and applies security policies, the Safeguarding Policy and fraud prevention policies.
• Support the compliance department in the facilitation of trainings at project field location.

Competencies: This position requires personal, social and leadership competencies (PSLC) and technical and methodological competencies (TMC), and managerial and strategic competencies (MSC)

In particular:

•  None compromising on quality standards, Ability to work independently, as well as to provide support and advice
•  Discipline, precision, transparency, and intellectual honesty
•  Advocate on human rights, and motivated to improve living standards of affected populations.
•  Organized and methodical in approaching work processes, Detail oriented, inquiring attitude
•  Desire towards field work, and directly talking to affected communities
•  Evidence driven
•  Ability to communicate clearly and constructively on negative and positive points
•  Team spirit: ability to work closely with project teams and support team.
•  Analytical skills
•  Results-oriented focus and problem-solving abilities
•  Ability to learn from positive and negative experiences and capitalize on errors, Sound personal organisational skills, including time management, ability to meet deadlines, multi-tasking, prioritisation of tasks, and working under pressure.
•  Cross cultural awareness and sensitivity.
•  Tolerance and acceptance of diversity.
•  Flexibility and strong adaptation skills.

Other professional skills required:

•  Minimum 1-2 years’ experience in similar position with another NGOs is preferred
•  Knowledge of Gender & Diversity, Inclusion, child-friendly methods
•  Knowledge of quality and accountability standards in the development and humanitarian sector
•  Very good writing skills. Proficiency in English and Hausa language.
•  Ability to relate to affected individuals and populations in a humble manner, listen and act on issues maintaining discretion.
•  Ability to communicate effectively, present oneself professionally with internal & external stakeholders, write well and express technical issues in a sensitive manner.
•  Community mobilization and participatory methods.
•  Familiar with research methods, and stronger in quality approaches.
•  Demonstrating highest level of integrity and passion for working for the rights of affected populations.
•  Good communication, negotiation and conflict resolution skills, flexible world view and emotional maturity.
•  Ability to work independently with little direction from others, as necessary.
•  Ability to write basic reports with required graphics to highlight concerns.
•  Familiar with child protection policy

Key Performance Indicators

• % of Tdh staff trained on accountability and the CFRM
• # of accessible, relevant and appropriate communication means made available per Tdh geographical area of operation
• At least 1 clear and appropriate IEC material available and in use
• % of complaints closed within 15 days during the past 6 months
• % of projects with a specific strategy to provide beneficiary communities/stakeholders with readily available information on the CFRM
• % of beneficiaries interviewed who report being aware of the existence and use of the CFRM
• 1 consistent, password-protected, up-to-date and comprehensive feedback/complaint register database maintained.
• % of monthly CRM report and COMPFU submitted in time
• Average and median number of days for case closure