Feedback and Accountability Mechanism Officer/Hotline Handler at CARE International

JOB SUMMARY

The purpose of this role is to enhance and strengthen CARE's Feedback and Accountability Mechanism (FAM) systems and services within the country program, ensuring adherence to organizational, regional, and country program policies and best practices. Key responsibilities involve expanding the scope and access of feedback channels to communities, including information gathering, sharing, public engagement, capacity building, and overseeing the operational Feedback and Response mechanism framework. CARE Nigeria is seeking for a Hotline Handler who will receive feedback and complaints coming from the communities where CARE is working regarding the services the organization is rendering through the various Accountability Feedback Mechanisms. The post holder will work closely with the program team, especially in liaising between the community and the organization in terms of information flow from one to the other and vice versa. S/he will collect feedback coming from the community through the toll-free system as well as other feedback mechanisms and pass onto the respective sector team following the organization's feedback mechanism information flow system or depending on the category level of the feedback, respond to the person who reported the complaint

RESPONSIBILITIES AND TASKS:

Management of Inquiry, Feedback and Complaint:

• Register received complaints/feedback into the tracker and report minor and major cases to the specific sector managers/leads, HR base on the approved SOP.
• Establish a help desk/information table during distributions, for the community members to answer beneficiary comments/questions and prepare help desk reports after distribution. 
• Setting up and managing the Feedback Registry and other tools developed in KOBO to ensure that they are fully functional, secure and in use.
• Accurately refer cases internally within the sectors and work with project managers to make external referrals to ministry, agencies, NGO/INGO forum following the standard operating procedures set for the referral system within the states. 
• Throughout the process of intake of complaints/feedback and referrals, ensure applying protection principles for confidentiality of information and safety of beneficiaries.
• Follow-up and receive weekly feedback, and case status progress related to the internal cases referred to the projects and ensure all documents and actions taken are documented, and feedback is given back to the complainant.

Hotline Management:

• Operate and manage the complaints hotline, WhatsApp, system efficiently and ccoordinate with the relevant sector to ensure adequate and timely responses to feedback received.
• Receive and manage incoming inquiries, feedback, and complaints from project participants, stakeholders, community at large and cclassify and categorize feedback types (complaints, request for information, suggestions, compliments).
• Receiving calls from cproject participants, stakeholders, project communities daily within the working hours and ensure that the hotline is fully functional during designated hours.
• Accurately recording information in the feedback registry on a routine basis and flag any minor and major programmatic complaints and instances of breach of CARE code of conduct, allegations of child abuse or sexual exploitation and abuse among others

Data Collection, Documentation and reporting:

• Collect and document relevant information about every engagement each client interaction.
• Maintain accurate and organized records of all communications.
• Facilitate field visit and engagement in awareness raising sessions, focus group discussion and key informant interview session with project participants, community, and stakeholders etc. 
• Draft daily, weekly, monthly, and quarterly reports to project stakeholders to improve the quality of programming; flagging strengths and weaknesses, issues, concerns, and successes reported or discovered.
• Communicate and disseminate complaints handling procedures, policies, and tools as appropriate to project staff and other stakeholders.

Maintain Confidentiality and Capacity building of project stakeholders:

• Collect and document relevant information about each interaction.
• Organize capacity-building workshops specifically focusing on ethical standards related to client feedback and accountability.
• Provide practical scenarios and case studies to enhance stakeholders' understanding of ethical dilemmas and solutions.
• institute measures such as encryption, password protection, and access controls to secure databases and systems containing client information.
• Ensure Feedback Mechanism briefings and information dissemination is provided on routine basis to local field staff as well as community members.
• Support the conduct of or facilitate any required training for CARE staff and partners on Client Responsiveness

Other Responsibilities:

• Implement other activities, related to the objectives of CARE MEAL units and technical support unit, as assigned by Manager. 
• Support large or complex assessment/evaluation activities as required and ensure FAM, safeguarding questions are incorporated into evaluation protocol.

QUALIFICATION/EXPERIENCE/TECHNICAL SKILLS:

Required

• A minimum of a degree in Communication, Counseling, Psychology, Public Health, Social Science, International Relation, Or similar areas of Studies.
• At least 3 years of previous experience of working with NGOs and in handling feedback mechanism or M&E units.
• Must be able to maintain confidentiality of information and individuals.
• Good verbal and written communication skills in local languages (Hausa, Kanuri, Fulfulde,) and working knowledge of English is a must.
• A strong understanding of accountability to affected population and Client Feedback Systems establishment, International Relations, community engagement and participation is required. 
• Knowledge and experience in using database specific software, mobile data collection tools e.g. KOBO and excellent working knowledge of Microsoft Office programming (Access, Outlook, Excel, Power Point, and Word) is required.  
• Wiliness to learn, self-directed and the ability to handle multiple competing demands and commitments, and to work flexibly in a team. 
•  Creativity, curiosity and enthusiasm, and the ability to develop and test new ways of working and solutions to problems. 

Desirable:

• Work experience in the humanitarian sector - Experience in creating feedback mechanisms. These may include surveys, focus group discussions, hotlines, suggestion boxes, community meetings etc.
• Professional, motivated, open, creative, mature, responsible, flexible, and culturally sensitive
• Good report writing skills and use of info graphics. 
• Knowledge and experience in using database specific software, and integration of KBO tool to Excel working knowledge of data analysis and visualization software’s. 

Qualified Women are strongly encouraged to apply.