Help Desk Assistant at COOPI - Cooperazione Internazionale

Overall Responsibilities

• The Help Desk Assistant will provide support to the implementation, monitoring, and accountability of COOPI Multi-sectoral Programs in Northeast Nigeria across different donor-funded interventions.

Scope of the Position

• The Help Desk Assistant will provide support to multi-sectorial intervention towards IDPs in Yobe state Nigeria in the design, planning, monitoring, and evaluation of the program by managing complaint and feedback data and facilitating program implementation at the LGA level.
• Under the guidance and direct supervision of the M&E Officer, the Help Desk Assistant will be responsible for the collection and resolution of complaints in the field at the LGA level. He/She will ensure the accuracy of complaint registration and provision of feedback to beneficiaries and non-beneficiaries.
• The Help Desk Assistant will be responsible for data gathering, analysis, and reporting activities. He/She will assist in tracking the progress of key indicators and provide timely reports to the M&E Officer.

Main Responsibilities and Tasks
Under the direct supervision of the Monitoring and Evaluation Officer and indirectly the Gender and Protection Officer, and in collaboration with other collaborators of the projects and of the Base, he/she will:

Complaints and Feedback Management:

• Be in charge of the registration of complaints received by beneficiaries and non-beneficiaries at the LGA level using established channels such as MODA and SUGAR CRM platforms.
• Actively participate in sensitization and information-sharing sessions for the beneficiaries and the communities related to their right to file complaints and receive feedback.
• Maintenance of an effective record and filing system for all complaints solved and pending issues, including correspondences and other related documents, for quick and easy reference.
• Report any issue that needs immediate action to the M&E Officer and follow up on the resolution of such issues.
• Provide counseling and sensitization to the targeted and non-targeted populations who come to file their complaints to ensure that they understand the program and the project targeting criteria.
• Be in charge of providing feedback to the complainants when complaints are resolved, with the support of the Community-based Project Management Committees.
• Treat beneficiaries with dignity and apply COOPI’s Code of Ethics and Conduct, the UN Convention for the Elimination of Discrimination Against Women (CEDAW), and the UN Convention on the Rights of the Child (UNCRC) in the field.
• Work with program teams to ensure COOPI information on program activities is shared within LGAs and provide beneficiary feedback in line with relevant guidelines and frameworks.
• Collaborate with government and humanitarian partners to ensure the smooth sharing of information in consultation with the M&E Officer/MEAL Manager.
• Support the program team in facilitating the process of setting up an appropriate Complaint Response Mechanism at the Ward/ LGA level and handling complaints/ feedback.
• Actively participate in sensitization and information-sharing sessions for the beneficiaries and the communities related to their right to file complaints and receive feedback.
• Support translation of sensitization messages during outreach and SBCC activities with knowledge of the local language (Hausa, Fulani, and Kanuri).

Accountability and Learning:

• Provide regular feedback to complainants, ensuring they are informed about the status and outcome of their complaints in a transparent and respectful manner.
• Follow up with program teams and operations units to ensure swift and effective responses to issues raised by the community.
• Participate in periodic reviews of the CFM to assess its effectiveness and recommend areas for improvement based on feedback trends.

Communication and reporting:

• Presenting the weekly achievements, problems encountered, and any suggestions to improve the project implementation.
• Compile collected data and collect information from the team to present regular reports to the Monitoring and Evaluation Officer on the progress of activities, problems encountered, and the quality of relations with beneficiaries and propose actions to improve the projects.
• Pass on any information or problems to his direct and/or indirect supervisor concerning his task, COOPI programs, or safety aspects.

Additional job responsibilities:

• The duties and responsibilities as set out above are not exhaustive and the role holder may be required to carry out additional duties within the reasonableness level of skills and experience.

Skills and Technical Competencies:

• Excellent facilitation and interpersonal skills.
• Strong coordination and stakeholder engagement abilities.
• Ability to work independently and in a team under pressure.
• Commitment to gender, disability, and social inclusion principles.
• Proficiency in digital tools and mobile finance systems
• Be professional, motivated, flexible and culturally sensitive

Qualifications

• Degree / Diploma in Sociology, Economics, Rural Development, Development Studies, Statistics, Demography or related subject, with previous experience working in developmental projects
• 2 years working in INGO, 1 years of which should be in CRM/MEAL for FSL programming.

Essential:

• Be professional, motivated, flexible and culturally sensitive
• Experience in data collection, collation, analysis, and report writing
• Have excellent communication, writing and analytical skills.
• Be excellent in communication skills and proficient in report writing
• Be resident and familiar with the terrain in the Northeast Nigeria.
• Experience designing and leading capacity building and training for national teams.
• Excellent working knowledge of Microsoft Office programming (Access, Outlook, Excel, Power Point, and Word).
• Knowledge and experience in using database specific software.
• Excellent communication, writing and analytical skills.
• Experience designing and leading capacity building and training for national teams Preferred:
• Knowledge of the local language (Hausa and Kanuri).
• Proficient in data collection and handling bulk registers of beneficiaries.
• Willing and able to be based and travel regularly within remote areas, where services are limited.

What We Offer

• A chance to contribute to transformative climate and peacebuilding initiatives.
• A collaborative and inclusive work environment.
• Opportunities for professional development and learning.