Complaint Feedback Response Mechanism Assistant at COOPI - Cooperazione Internazionale

Scope of the Job

• The CFM assistant will provide support to multi-sectorial intervention toward IDPs/HCs in NW Nigeria, in the design, planning, monitoring, and evaluation of the program by managing data and facilitating program implementation at the state level, under the guidance and direct supervision of MEAL Officer.
• The CFM Assistant will be responsible for the collection and resolution of complaints in the field.
• He/She will ensure the accuracy of complaint registration and provision of feedback to beneficiaries and non-beneficiaries.
• The CFM Assistant will be responsible for data gathering, analysis, and reporting activities. She/he will assist in tracking the progress of key indicators and provide timely reports to the MEAL officer, DPM and Area Coordinator.

Main Responsibilities and Tasks
Under the direct supervision of the MEAL Officer, and in collaboration with other collaborators of the projects and of the Base, She/he will:

• Be in charge of the registration of complaints received by beneficiaries and non-beneficiaries at the field of implementation.
• Actively participate in sensitization and information-sharing sessions for the beneficiaries and the communities related to their right to file complaints and receive feedback.
• Maintenance of an effective record and filing system for all complaints solved and pending issues including correspondences and other related documents for quick and easy reference.
• Report any issue which needs immediate action to the MEAL Officer and follow up on the resolution of such issues.
• Conduct verification and screening of the non-beneficiaries who want to be included in the program. Check their documentation and communicate their names to the Data Tally Clerk to avoid duplications.
• Provide counselling and sensitization to the mothers and caregivers who come to file their complaints, and ensure that they understand the program and the admission mechanism.
• Be in charge of providing feedback to the complainants when complaints are resolved, with the support of the Project Management Committees (PMC).
• Treat beneficiaries with dignity and apply COOPI’s Code of Ethics and Conduct, the UN Convention for the Elimination of Discrimination Against Women (CEDAW)
• Work with program teams to ensure COOPI information on program activities is shared within LGAs and provide beneficiary feedback in line with relevant guidelines and frameworks
• Collaborate with government and humanitarian partners to ensure the smooth sharing of information in consultation with the Project Manager/Field Coordinator/Program Manager
• Support the program team in facilitating the process of setting up the Complaint Response Mechanism at the Ward/ LGA level and handling complaints/ feedback.
• This ToR shall be inclusive of any other task specifically assigned by the direct supervisor for that concerns the implementation of the program activities.

Preferred Skills, Qualifications and Experience

• Degree / Diploma in Sociology, Economics, Rural Development, Development Studies, Statistics, Demography or a related subject with previous experience working in Humanitarian/developmental projects.
• Be professional, motivated, flexible, and culturally sensitive
• 1-2 years in CFM-related work experience with an INGO
• Experience in data collection, collation, analysis, and report writing
• Have excellent communication, writing, and analytical skills.
• Be excellent in communication skills and proficient in report writing
• Be resident and familiar with the terrain in Northwest Nigeria.
• Excellent working knowledge of Microsoft Office programming (Access, Outlook, Excel, Powerpoint, and Word).
• Knowledge and experience in using database specific software.
• Excellent communication, writing, and analytical skills.
• Experience designing and leading capacity building and training for national teams Preferred:
• Knowledge of the local language (Hausa and any other local Language ).
• Proficient in data collection and handling bulk registers of beneficiaries.
• Willing and able to be based and travel regularly within remote areas, where services are limited.