Project Officer - Feedback Desk Officer at Catholic Relief Services (CRS)

Ref: 210000Q0
Location: Borno
Job Type: Full-time (Day Job)
Job: Program Management
Schedule: Regular
Shift: Standard
Travel: Yes, 50 % of the Time

Project Background

• The humanitarian crisis in the NE Nigerian states of Borno, Adamawa and Yobe (BAY) remains acute with many humanitarian indicators nearly as poor as were reported at the peak of the crisis.
• Vulnerable people continue to suffer from acute humanitarian needs, displacement, and violence which has been further exacerbated by the COVID-19 pandemic.
• In this emergency context, IDP households are among the worst affected populations as displacement has resulted in the loss and destruction of key assets, the interruption of livelihoods and extensive trauma.
• In order to effectively respond to the crisis, CRS Borno’s emergency and early recovery programs are focused on food, NFIs, WASH and shelter for both IDPs and host families.
• Where possible, CRS will seek to maximize project impact, efficiency and effectiveness by adopting market-based approaches – through e-vouchers and the RedRose OneSytem platform – privileging integrated programming and empowering targeted communities through participatory approaches.

Job Summary

• As a member of the Emergency project team, the Feedback Desk Officer will serve as the focal point for CRS Feedback and Complain Response Mechanism (FCRM) at the field level.
• S/he will ensure that all the calls, messages and in person feedback are timely attended to, logged, and reported into the system.
• S/he will assist the Program Managers by providing necessary information and reports on feedback received and actions taken.
• The Feedback Desk Officer’s thorough and service-oriented approach will ensure that the project consistently applies best FCRM practices and constantly works towards improving the impact of its benefits to those we serve.

Roles and Key Responsibilities

• Serve as the primary custodian of the feedback hotline and email.
• Strictly adhere to the standard operating procedures for handling sensitive and non-sensitive feedback and complaints.
• Analyze and submit timely feedback monthly records.
• Analyze and submit weekly hotline billing to Program Managers.
• Assist Program management in communications with complainant/feedback providers on follow-up, further inquiries, and responses in the relevant local languages.
• Regularly follow-up with programs on the actioning and resolution of feedback and complaints and ensure that the feedback loop is closed.
• Lead documentation process for incoming and outgoing calls/SMS through hotline and directly support formalities required for billing process.
• Manage a central database (ZOHO platform) record on feedback and complaints received from the field in a timely and regular manner.
• Maintain proper and accurate records on the Zoho platform.
• Assist in technical troubleshooting required for hotline system.
• Lead and provide all technical support to the project accountably focal points relating to the receipt and actioning of feedback and/or the response to feedback provider.

Required Languages:

• English, Hausa and Kanuri required and proficiency in any other local languages desirable.

Travel:

• Must be willing and able to travel up to 50% of the time to field locations throughout the work week.

Knowledge, Skills and Abilities:

• Excellent interpersonal skills must be able to interact in a mature, professional, and friendly manner with local and international colleagues of differing religious and cultural backgrounds.
• Ability to maintain confidentiality and privacy.
• Ability to work effectively under pressure and to organize and prioritize a variety of initiatives.
• Demonstrated commitment to gender-responsive and safe/dignified programming.
• Attention to details, accuracy and timeliness in executing assigned responsibilities.
• Proactive, results-oriented and service and customer-oriented.
• Understanding of NGOs’ and other entities responsibility to protect beneficiaries from sexual exploitation and abuse.

Basic Qualifications

• First Degree / Higher National Diploma in Social or Management Sciences.
• Minimum of 4 years professional experience in secretarial services.
• Experience working with international NGOs in the area of emergency response and/or feedback response. Familiarity of e-voucher assistance, Nutrition, Shelter and WASH programming would be a plus.
• Experience using MS Windows and MS Office packages (Excel, Word, PowerPoint).

Preferred Qualifications:

• Experience in participatory action planning and community engagement.
• Experience monitoring projects and collecting relevant data preferred.
• Experience using MS Windows and MS Office packages (Excel, Word, PowerPoint).

Supervisory Responsibilities:

• Feedback Desk Assistant

Key Working Relationships:

• Internal: Emergency Coordinator; MEAL Coordinator; Accountability Staff and Accountability Focal Points; Human Resources Manager, Gender & Protection Mainstreaming Advisor (NE); Operations and Program staff.
• External: Partners staff, vendors, community members, visitors, and various stakeholders on the project.

Agency-wide Competencies (for all CRS Staff):
These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.

• Integrity
• Continuous Improvement & Innovation
• Builds Relationships
• Develops Talent
• Strategic Mindset
• Accountability & Stewardship.

Disclaimer

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