Complaints and Feedback Mechanism Officer at Norwegian Refugee Council (NRC)

Role and responsibilities

The purpose of the Complaints and Feedbacks Mechanisms Officer position is to assist in assessing and implementing accountability mechanisms at area office level especially in locations where NRC Nigeria is supporting beneficiaries. 

The Complaints and Feedbacks Mechanisms Officer will closely work with the CFM Coordinator and the M&E Coordinator for the day to day implementation of the Complaints and beneficiary feedbacks mechanisms strategy. 

Generic responsibilities

• Adhere to NRC policies, tools, handbooks and guidelines
• Assist with the implementation of the support function portfolio according to plan of action
• Prepare and develop status reports as required by management
• Ensure proper filing of documents 
• Promote and share ideas for improvement of the support function

Specific responsibilities 

• Under the guidance of the M&E Coordinator and the CFM Coordinator, the selected candidate is responsible for data collection on accountability mechanisms (situation analysis);
• Conduct routine CFM activities (community engagement meetings, participation meetings and information sharing) across all programme locations.
• Facilitate CFM trainings and refreshers to both new staff and programme staff.
• Conduct capacity building sessions at community level to CFM focal in programme locations.
• Organize lessons learned and CFM review meetings with Area manager and programmes staff on the CFM trends for adaptations. 
• Assess existing community capacity and mechanisms that can be used to set up/strengthen/adapt NRC’s information sharing processes, complaints and feedbacks for the Area Offices level;
• Assist in the implementation of actions points accruing from the country CFM assessment (baseline);
• Work with the Area Office M&E Coordinator, CFM coordinator, and programme staff in capturing and storing complaints and feedbacks; lessons learned and good practices for effective knowledge management;
• Using a consolidated database, assist in monitoring and compiling field offices/Core competency CFM reports according to NRC standards;
• Support the CFM coordinator to produce customized dashboards for reporting;
• Provide timely reports to the CFM coordinator, M&E Coordinator and Area Program Manager and Area Manager.

Qualifications

Competencies 

Generic professional competencies: 

• Experience (at least 1-2 years) from working in a humanitarian/recovery context on accountability;
• Documented experience on data collection/ analysis tools including Excel, Kobo/CSpro/ODK. Photovoice, H frame is a plus;
• Documented results related to the position’s responsibilities;
• Good command of English, other languages is an asset.

Behavioural competencies

• Handling insecure environment.
• Planning and delivering results;
• Empowering and building trust;
• Communicating with impact and respect.