Project Officer, Accountability and Community Feedback Mechanism (CFM) LSFF at Global Alliance for Improved Nutrition (GAIN)

Tasks and responsibilities

The role is key in providing Accountability support through complaints logging, management, tracking, analysis.

Technical Assistance-Accountability and Community Feedback Mechanism

• Support the establishment of helpdesk/information table for use at the community level.
• Support the development and the entry of complaints into the LSFF Complaints database.
• Prepare Bi-weekly reports showing the various categories of complaints and the status of the complaints.
• Assist in the handling of the PRiFN and MIFA projects CRM in line international best practice and donor guidance.
• Monitor and analyse feedback received through the CFM system to identify trends, challenges, and opportunities for improvement, and report findings to relevant project teams and stakeholders.
• Provide training and capacity building to project staff, partners, and local stakeholders on accountability principles and the effective use of the CFM system. Global Alliance for Improved Nutrition
• Support and ensure quality implementation of accountability mechanisms and information provision plans.
• Ensure timely and appropriate follow-up on feedback received, including addressing concerns, sharing updates, and making necessary adjustments to project activities.

Project Coordination, planning and implementation.

• Assist in the development of monthly work-plans from the work-plans of related projects within the LSFF portfolio.
• Collaborate with project leads to ensure that community feedback informs project design, implementation, monitoring, and evaluation.
• Support inclusive participation of marginalized and vulnerable community members in project activities, decision-making processes, and feedback mechanisms.
• Asist in raising awareness about the CFM system among project stakeholders and communities, using culturally appropriate and accessible communication channels.
• Provide the Programme Monitoring and Improvement Unit with CFM data for integration into project monitoring and reporting systems.
• Contribute to project reporting by providing updates on accountability and CFM-related activities, progress, challenges, and lessons learned on PRISM, PIRS and Country SharePoint
• Support the organization in promoting accountability and learning by sharing best practices and lessons learned from the CFM system with internal and external stakeholders.

Key organisational relationships

• Reporting to Senior Project Manager, Large Scale Food Fortification (LSFF)
• GAIN Nigeria country team and GAIN HQ
• Nigeria PMI Team

JOB REQUIREMENTS

Competencies

• Ability to use initiative, prioritize, multi-task, and work well under pressure to meet deadlines.
• Clear and systematic thinking that demonstrates good judgment, expert problem solving, and creativity.
• Tech savvy- ability to address issues with trouble shooting and technology quickly.
• Ability to synthesize, present/report information to diverse audiences.
• Excellent writing and analytical skills.
• Strong communication and presentation Skills.
• Excellent ability to liaise with and manage different stakeholders.
• Demonstrate competency and past work in setting up digital infrastructure at local agencies, providing training and IT trouble shooting.

Experience

• Demonstrable working knowledge and experience of Accountability HAP Guidelines and CHS Principles within a project environment.
• Experience working with customer feedback mechanisms and troubleshooting.
• Experience managing a help desk and database management.
• Experience handling confidential information and generating complaint reports.
• Experience working with marginalized communities and their safeguarding.
• Proficiency in Microsoft office (required) and technology tools for data management. Global Alliance for Improved Nutrition
• Experience working with International Organizations (preferred)
• Background in fortification or nutrition (Desired)

Education

• Degree or equivalent in a relevant field such as IT, Gender or safeguarding studies, Human Nutrition and Business Management Other requirements
• Take on other assigned duties within the LSFF programme area and as delegated by the supervisor.
• Must be willing to travel locally within the country to LSFF programming locations as required