Complaints and Feedbacks Mechanisms Intern at Norwegian Refugee Council (NRC)

Job Description

• The Community Feedback Mechanism Intern provides service support to the country programme by collecting feedback from communities and reporting concerns that may arise.
• The role supports the implementation of Community Feedback Mechanism activities involving community engagement and accountability, including answering NRC hotline calls, recording complaints and feedback, and documenting and sharing feedback received through the CFM Toll‑free line for swift action taking.
• The position supports the monitoring and strengthening of the use of referral systems within the community and ensures confidentiality in collecting and documenting feedback from the community.
• The Intern regularly updates herself/himself with NRC projects, policies and procedures, particularly in relation to complaints and feedback, and supports understanding and briefing of staff and others on NRC Nigeria CFM Accountability Mechanism.
• Working closely with community leaders, beneficiaries, and the CFM team, the Intern supports routine CFM activities, community engagement meetings, participation meetings, information sharing, mobilisation of community members, and collection and upload of data from the field through CFM data tools, contributing to accountability and strengthening referral pathways.

Role and Responsibilities
Generic Responsibilities:

• Adhere to NRC policies, tools, handbooks and guidelines
• Assist with the implementation of the support function portfolio according to plan of action
• Promote and share ideas for improvement of the support function
• Promote the rights of IDPs/returnees in line with advocacy strategy
• Collect CFM data and document it
• Involve and inform communities and community leaders about NRCs activities to ensure accountability
• Ensure confidentiality in collecting and documenting feedback from the community
• Perform any other duties as requested by the Supervisor
• Ability to translate English to any local languages
• Ensure the monitoring and strengthening of the use of referral system within the community
• Experience from working as community support staff in a humanitarian/recovery context is an added advantage.

Specific Responsibilities:

• Answer NRC hotline calls and record complaints/feedback applying the templates prepared for that purpose
• Document and share feedback received through the CFM Toll‑free line with the CFM Coordinator for swift action taking
• Ensure confidentiality of all information received is upheld and respected
• Regularly update herself/himself with NRC projects to understand thematic and operational areas
• Understand well and brief staff and others on NRC Nigeria CFM Accountability Mechanism
• Regularly update herself/himself with NRC policies and procedures particularly in relation to complaints and feedback
• Assist in the implementation of all CFM activities involving community engagement
• Establish, strengthen and maintain relations with community stakeholders, local leaders and beneficiaries
• Collection and upload of data from the field through CFM data tools
• Assist in mobilisation of community members through community leaders for activities
• Work closely with community leaders and beneficiaries under the supervision of the CFM Officer to ensure accountability
• Support routine CFM activities across all program locations
• Engage with community to identify protection and accountability issues and report same for immediate and necessary action, thereby strengthening the referral pathway.

Qualifications
Professional Competencies:

• Experience in facilitation for different category of people
• Experience in handling phone calls with dignity and respect to callers
• Previous experience working in complex and volatile context
• Document results related to the position’s responsibilities
• Knowledge of English and other local languages.

Context / Specific Skills, Knowledge and Experience:

• Minimum qualification of Secondary School Certificate
• Must have excellent interpersonal and organizational skills
• Knowledge about own leadership skills/profile
• Understanding of the community profile, local cultures, traditional and religious structures
• Fluency in English, Hausa, and any local languages within the community
• Excellent communication skills (written and oral)
• Evidence of significant involvement with the communities is an added advantage.

Behavioural Competencies:

• Handling insecure environment
• Confidential
• Integrity
• Planning and delivering results
• Empowering and building trust
• Communicating with impact and respect
• Highest standards of ethics and integrity.