Feedback, Complaints and Response Mechanism (FCRM) Officer at Borno Women Development Initiative (BOWDI)

Locations:  Borno (Magumeri & Gubio)

Position Overview

The purpose of the Feedback, Complaints and Response Mechanism (FCRM) Officer is to assist in assessing and implementing accountability mechanisms at area office level especially in locations where BOWDI is supporting beneficiaries.

The FCRM will closely work with the MEAL Manager for the day to day implementation of the Complaints and beneficiary feedbacks mechanisms strategy.

Generic responsibilities:

• Adhere to BOWDI 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 Head of Programme and the MEAL Manager, the selected candidate is responsible for data collection on accountability mechanisms (situation analysis);
• Assess existing community capacity and mechanisms that can be used to set up/strengthen/adapt BOWDI’s information sharing processes, complaints and feedbacks;
• Assist in the implementation of actions points accruing from the country FCRM assessment (baseline);
• Assist the 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 FCRM reports according to BOWDI standards;
• Support the MEAL Manager to produce customized dashboards for reporting;
• Provide timely reports to the MEAL Manager and Head of Programme.

By interfaces, BOWDI means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are:

• Head of Programmes
• MEAL Manager 
• Programs officers

Competencies

Professional competencies:

These are skills, knowledge and experience that are important for effective performance.

Generic professional competencies:

• At least 3 years’ experience from working in a humanitarian/recovery context on accountability;
• Documented experience on data collection/ analysis tools including Excel, Kobo, ODK etc.
• Documented results related to the position’s responsibilities;
• Good command of English, other languages is an asset.

Behavioral competencies;

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

Required Travel: Willingness to travel 80% of the time to remote areas of the State.

Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.

BOWDI’ talent acquisition procedures reflect our commitment to protecting children and vulnerable adults from abuse and exploitation.