FCRM Volunteers at Borno Women Development Initiative (BOWDI)

Under the guidance and supervision of the Ethics and Compliance officer, the Feedback Complaint Response Mechanism Assistant (FCRMA) oversees and ensures consistent systematic receipt, processing and response to community feedback and complaints that flow through various feedback mechanisms such as hotlines, help desk, suggestion boxes, outreach, and other activities within the scope of the BOWDI. The FCRMA contributes to also improving the quality of BOWDI programming through the accurate registration and timely follow-up of any feedback and complaints about BOWDI activities/staff and contributes to the development of appropriate messaging and communication strategies. Thus, the CFRMA is the first point of contact for beneficiaries who need to give feedback or raise complaints. As such, he/she will need to be neutral and establish the mechanisms attitude, that based on the highest integrity which beneficiaries will trust.

The main tasks of this function are:

• Support the MEAL department in managing the Feedback, complaints & response channels and ensure they are functional continuously and reach out to all groups within the affected population.
• With support from the MEAL department/safeguarding unit, ensure that these channels/outlets are age, gender, disability, and ethnicity-appropriate.
• With the Support of the MEAL department, the accountability assistant with function as part of the establishing internal systems, processes, and links with existing child safeguarding policy processes, to receive and act on all complaints and feedback including sensitive complaints, especially on child protection issues, staff misconduct, corruption, and fraud.
• Support the MEAL Department, to assess communities’ preferred communication means to formulate feedback/complaints with Tdh and he or she needs be proactive about these.
• Support the MEAL Department, in ensuring the complaint feedback and response mechanism (CFRM) offers as many communications means as possible, while taking into account the specificities of the local context and culture, as well as the type and resources of the project, beneficiaries’ specificities (specifically with children), vulnerabilities and preferences, etc.; thus, it’s expect for he or she to always systematically evaluate Tdh project area for means/outlets of complaints/feedback available.
• With support of the MEAL department, coordinate to develop clear CFRM IEC materials in a language and visual format that can be widely understood (including people with low levels of literacy) and children freely format.
• Answer/Listen, process, and respond to feedbacks / complaints and guide beneficiaries that seek help through hotlines and other CFRMs outlets.
• Ensure that up-to-date programming & other relevant information is available and shared with people in need through hotlines, helpdesk, outreach, and other information sharing platforms.
• Ensure that all complaints are channeled internally to the appropriate department, for review and keep follow-up for response within 2 weeks, with beneficiary satisfaction feedback recorded.
• Follow up in a constructive and proactive manner on pending complaints with relevant persons responsible for complaint follow-up and verify that all complaints are adequately and comprehensively addressed.
• Ensure that sensitive feedback and complaints are channeled through the right process immediately. (Feedback & Complaints especially on child protection issues, staff misconduct, corruption, and fraud)
• Be constructive and proactive to ensure that daily, weekly, and monthly CFRM reports are prepared and share with the supervisor within the month.
• Also be proactive to provide regular and timely updates on progress and challenges to line manager.
• Support the compliance department in carrying out spot checks in Field Locations
• Support the compliance department in the facilitation of trainings at project field location.
• Minimum 1-2 years’ experience in similar position with another NGOs is preferred
• Knowledge of Gender & Diversity, Inclusion, child-friendly methods
• Knowledge of quality and accountability standards in the development and humanitarian sector
• Very good writing skills. Proficiency in English and Hausa language.
• Ability to relate to affected individuals and populations in a humble manner, listen and act on issues maintaining discretion.
• Ability to communicate effectively, present oneself professionally with internal & external stakeholders, write well and express technical issues in a sensitive manner.
• Community mobilization and participatory methods.
• Monthly CFRM update report
• High-quality onsite monitoring reports after each onsite monitoring visit.
• Monthly conversations with programme teams for capacity-building needs on CFRM processes. Monthly FGDs and Klls with beneficiaries and presentation of findings to the MEAL team
• Monthly reporting to the MEAL Department, on the overall situation of the CFRM, lessons learned and opportunities for improvement
• Development of training and awareness-raising materials for programme teams and beneficiaries as needed
• Proper management and follow-up on beneficiary complaints together with MEAL uni safeguarding unit, programme teams and coordination.