Complaint Response Mechanism Assistant (CRM Assistant) at COOPI - Cooperazione Internazionale

Main Responsibilities and Tasks

• The CRM assistant will provide support to multi-sectorial intervention in Northwest and north-central 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 Accountability Officer.
• The CRM 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 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 Accountability officer and MEAL Officer.

Duties and Responsibilities
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
• 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 framework: 

• Collaborate with government and humanitarian partners to ensure the smooth sharing of
• information in consultation with the Accountability Officer/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.

Additional job responsibilities:

• The duties and responsibilities as set out above are not exhaustive and the role holder may be required to carry out additional duties within the reasonableness level of skills and experience.

Skills and Technical Competencies:

• Excellent facilitation and interpersonal skills.
• Strong coordination and stakeholder engagement abilities.
• Ability to work independently and in a team under pressure.
• Commitment to gender, disability, and social inclusion principles.
• Proficiency in digital tools and mobile finance systems
• Be professional, motivated, flexible and culturally sensitive

Qualifications

• Degree/Diploma in Sociology, Economics, Rural Development, Development Studies, Statistics, Demography or related subject, with previous experience working in developmental projects
• 2 years working in INGO, 1 year of which should be in CRM/MEAL for FSL, WASH and Protection programming.

Essential:

• Be professional, motivated, flexible and culturally sensitive
• 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.

What We Offer

• A chance to contribute to transformative climate and peacebuilding initiatives.
• A collaborative and inclusive work environment.
• Opportunities for professional development and learning.