CRM Assistant at Relief Rescue Initiative (RRI)

Location: Jahun, Miga, Kirikasama, Buji and Gwaram LGAs of Jigawa State, Nigeria 

No. of Positions: 5

Duration: 3 months 

Reporting to: Program Officer

• The CRM Assistant is responsible for ensuring Community-Based Feedback and Response Mechanisms (CBFRM) are in place in all RRI program sites to strengthen the quality and accountability to affected populations as well as upholding the organization’s commitment towards Humanitarian Accountability Partnership (HAP) standards, especially in regards to information sharing, beneficiaries’ participation, complaints, and response mechanism.
• The CFM Assistant will technically be supervised and supported by the Program Officer.

Task and Responsibilities

• Establish and manage the complaint and feedback mechanism for the IOM project.
• Receive complaints and feedback and respond to inquiries at the complaint desk at program sites.
• Build staff awareness and commitment to a complaints\\\' mechanism, ensuring that all SOPs and RRI core values are respected.
• Refer program-specific complaints to Program Officer for follow up.
• Build staff awareness and commitment to a complaints\\\' mechanism, ensuring that all SOPs and RRI core policies are respected.
• Ensure regular maintenance of complaints and feedback database/ information System and ensure information is shared on a regular basis.
• Carry out regular community feedback functions, ensuring that all SOPs and RRI core policies are respected.
• Maintenance of an effective record and filing system for all complaints solved and pending issues including correspondences.
• Lodge all feedback, complaints and response in the CRM database.
• Support to ensure complaints are closed within the appropriate timeframe including those reported from the RRI toll free line.
• Ensure CRM database is forwarded to the Program officer on monthly basis and important complaints from complaint desks reported immediately.
• Provide accurate information related to the subject beneficiary matter and other related ongoing activities.
• Ensure accurate recording of all the data related to the beneficiary at the affected area.
• Submit internal, and accurate reports to the concerned program focal person. The reports will be submitted weekly, or daily according to the urgency of the complaint; include monthly recommendations, if needed, to the Head of Programs as received.
• Follow-up and receive weekly feedback, and case status progress related to the internal cases referred to the Emergency response. Ensure all documents and actions taken are documented, and feedback is given back to the beneficiary.
• Manage the complaint and feedback mechanism in accordance to AAP and Safeguarding policy.
• Liaise with local authorities and community leaders to support the resolution of complaints.
• Perform other duties and responsibilities as required that may be assigned from time by supervisors.

Compliance & Ethics:

• Promotes and encourages a culture of compliance and ethics throughout Relief Rescue Initiative. As applicable to the position, maintains a clear understanding of Relief Rescue Initiative and donor compliance and ethics standards and adheres to those standards. Conducts work with the highest level of integrity.

Qualifications and Experience

• Bachelor's Degree in Management, Social Research, Development Studies or a related field or comparable addition to experience.
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Minimum of 2 years proven experience in accountability, especially feedback mechanisms concepts and international humanitarian quality standards.
• Previous experience of working with NGOs.
• Experience in implementation of accountability and complaints reporting mechanisms in Nigeria.
• Experience in developing and/or managing complaints reporting mechanisms for food and cash transfer programs.
• Understand key concepts and commitments regarding accountability to affected populations (AAP), including Strong understanding of Do No Harm and other relevant global standards.
• Ethical, focused on treating complainants/ community fairly and culturally sensitive.
• Innovative and solutions-oriented.
• Building collaborative relationships with beneficiaries and the community.
• Proven interest & commitment to humanitarian and development principles and demonstrable understanding of conflict/post conflict development contexts.
• Sound analytical, conceptual and strategic thinking skills.
• Excellent communication skills and experience in report writing.
• Proficiency in English and Hausa languages, both spoken and written.
• Understanding of monitoring processes, learning, adaptation and evaluation

Gender Equality:

• RRI is committed to achieving gender parity in staffing at all levels. In light of this, female candidates are particularly encouraged to apply to bridge the gender gap.

Equal Opportunities: 

• RRI is an equal opportunity employer. We value diversity and we are committed to creating an inclusive environment based on mutual respect for all employees. We do not discriminate on the basis of age, sex, disability status, religion, ethnic origin, color, race, marital status or other protected characteristics.s

Safeguarding Statement

Relief Rescue Initiative has zero tolerance towards sexual exploitation and Abuse (including abuse to children) and Discrimination perpetrated by our staff, vendors, suppliers, and their representatives or related personnel. They are all expected to adhere strictly to RRI’s safeguarding principles, high standards of conduct, ensuring the safety and dignity of individuals affected by the project. We take serious complains and concerns about sexual exploitation and abuse and will not hesitated to enforce disciplinary measures against staff and related personnel found in breach of our policy.