Complaint Response / Feedback Mechanism / Accountability Assistant (Based on Donor Funding) at COOPI - Cooperazione Internazionale

Scope of the Vacancy

• The CRM/AAP assistant will provide support to multi-sectorial intervention towards IDPs in Yobe State Nigeria, in the design, planning, monitoring and evaluation of the program by managing complaint and feedback data and facilitating program implementation at LGA level.
• Under the guidance and direct supervision of the MEAL Officer, the CRM/AAP Assistant will be responsible for the collection and the resolution of complaints in the field at LGA level. He/she will ensure accuracy of complaint registration and provision of feedback to beneficiaries and non-beneficiaries.
• The CRM/AAP Assistant will be responsible for data gathering, analysis and reporting activities. She/he will assist in tracking progress of key indicators and provide timely reports to the MEAL Officer.

Main Responsibilities and Tasks
Under the direct supervision of the Accountability Officer and 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 LGA level.
• 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 Accountability or MEAL Officer and follow up on the resolution of such issues.
• Provide counselling and sensitization to the targeted and non-targeted population who come to file their complaints, ensure that they understand the programme and the project targeting criteria.
• Be in charge of providing feedback to the complainants when complaints are resolved, with the support of the Community-based Project Management Committees.
• Treat beneficiaries with dignity and apply COOPI’s Code of Ethics and Conduct, the UN Convention for the Elimination of Discrimination Against Women (CEDAW) and the UN Convention on the Rights of the Child (UNCRC) in the field.
• Work with program teams to ensure COOPI information on program activities is shared within LGAs and provide for 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/MEAL Manager
• Support the program team in facilitating the process of setting up an appropriate Complaint Response Mechanism at the Ward/ LGA level and handling complaint/ feedback.

Profile of the Candidate (Education, Training, Competences, Skills)
Minimum Requirements:

• Diploma in Sociology, Economics, Rural Development, Development Studies, Statistics, Demography or related subject, with previous experience working in humanitarian and/or development projects.

Skills & Experience
Essential:

• Be professional, motivated, flexible and culturally sensitive
• 1 - 2 years in CRM 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 the Northeast Nigeria.
• Experience designing and leading capacity building and training for national teams.
• Excellent working knowledge of Microsoft Office programming (Access, Outlook, Excel, Power Point, 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 Kanuri).
• 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.
• This ToR shall be inclusive of any other task specifically assigned by the direct supervisor for what concerns the implementation of the program activities.