Complaint & Feedback Response Mechanism (CFRM) Officer - ECHO Project at Terre des hommes (TDH)

General job description:

• Under the supervision of the MEAL Manager, the Complaint Feedback Response Mechanism Officer (CFRMF) will oversees CFRM assistants across Tdh implementing location in Borno state to ensures 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 cross all Tdh implementation within Borno state. The CFRMF contributes to also improving the quality of Tdh programming by ensuring 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, This position holder will report to the MEAL manager and will support the mainstreaming standards for accountability towards the affected population within all Tdh projects. He/she will need to be neutral and establish the mechanisms attitude, that based on the highest integrity which beneficiaries will trust.

The main tasks of this function are:

• Superverse the CFRM Assistants with Support from 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.
• Ensure that these channels/outlets are age, gender, disability, and ethnicity appropriate.
• With the Support of the MEAL department, the accountability Officer with function as part of the establishing internal systems, processes, and links with existing child safeguarding policy processes, to receive and act on all complaints and feedback including sensitive complaints, especially on child protection issues, staff misconduct, corruption, and fraud.
• Support the MEAL Department, to assess communities' preferred communication means to formulate feedback/complaints with Tdh and he or she needs to be proactive about these.
• Support the MEAL Department, in ensuring the complaint feedback and response mechanism (CFRM) offers as many communication 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 expected 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 the support of the MEAL department, coordinate to develop clear CFRM IEC materials and AAP contextualized animation cards in a friendly format.
• 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 constructively and proactively on pending complaints with relevant persons responsible for complaint follow-up and verify that all complaints are adequately and comprehensively addressed.
• Ensure a proper filing system for all the complaints and feedback received through the different CFRMs.
• 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 the 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
• 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 fieldwork, 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 organizational skills, including time management, ability to meet deadlines, multi-tasking, prioritization of tasks, and working under pressure.
• Cross prioritization of cultural awareness and sensitivity.
• Tolerance and acceptance of diversity.
• Flexibility and strong adaptation skills.

Other professional skills required:

• Minimum 2 years’ experience in a similar position with NGOs is preferred Knowledge of Gender & Diversity, Inclusion, and 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 humbly, listen, and act on issues maintaining.
• discretion. Ability to communicate effectively, and present oneself professionally with internal & external
• stakeholders, write well and sensitively express technical issues.
• Community mobilization and participatory methods.
• Familiar with research methods, and stronger in quality approaches.
• Demonstrating the 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 reports with required graphics to highlight concerns.
• Familiar with child protection policy

Others

• Undertakes all other duties that may be determined by the MEAL Manager that are compatible with the job.
• Maintain and ensure a culture of strict confidentiality regarding Tdh activities, beneficiaries, staff-related issues and those with third parties.

Security and Compliance:

• Ensure adherence to Tdh Security Regulations and promptly report any incidents or risks.
• Fully comply with Tdh’s Global Code of Conduct, including safeguarding policies, anti-fraud/corruption policies, and those related to the prevention of financing criminal activities. Systematically report any breaches through the whistle-blowing framework.
• Promote awareness within the Orgnization regarding abuse, violence, and related rights, respecting the rights and dignity of children, community members, and staff.
• Commit to Tdh’s risk-management policies, including the Child Safeguarding Policy, Policy on Protection against Sexual Exploitation, Directive on Staff Misconduct, Safety and Security Policy, and Anti-Fraud/Corruption policies.
• Develop a culture of open and informed leadership to reduce the risk of abuse and harm in our work with children and communities.