Jobs at Street Child

Key Responsibilities

Project Management:

• Under the guidance of the protection manager, compile sensitive complaints like harassment, SEA, abuse, and exploitation and process according to the CRM SOP. 
• Provide guidance and technical support on complaints and feedback to the humanitarian response, in all phases of project cycle. 
• Develop an activity implementation plan for complaints and feedback and other MEAL related activities with support from MEAL Manager. 
• Lead/organize regular monitoring visits and if required project action plans revisions and modifications. 
• Ensure compliance with Core Humanitarian Standards on Quality and Accountability. 
• Working with MEAL Manager, ensure adequate data capturing of project participants. 
• Coordinate and support CRM activities, especially at the community level. These can include: identifying appropriate candidates for outreach volunteers, delivering sensitizations and training, overseeing implementation and conducting monitoring in the field. 
• Oversee the work of the Helpdesk agents and community outreach workers, providing practical advice and guidance. 

Information and Coordination:

• Support the MEAL Manager in the design, development, and review of an organization-wide complaints response policy and associated mechanism to capture community-generated feedback. 
• Take the lead in regular collection and categorization of complaints and feedback. 
• Prepare monthly and quarterly analysis and reporting of incoming complaints and trends and identify solutions. 
• Escalate and follow up on complaints received with concerned project teams. 
• Ensure that Information, Education, and Communication (IEC) materials on complaints and feedback are context specific (including language, content, and socio-cultural appropriateness). 
• Serve as a focal person for CRM and accountability coordination and capacity strengthening for Street Child’s national partners, including CRM spot check and capacity building. 
• Represent Street Child within relevant coordination structures such as the Community Engagement, Accountability and Learning (CEAL) Working Group. 

Safeguarding:

• Collaborate with the Safeguarding Focal Point to ensure that Street Child global and national policies on Safeguarding and Child Protection are fully embedded in accordance with the principles and requirements of the policy including relevant Implementation Standards and Guidelines as applicable to their area of responsibility.  
• This includes, but is not limited to, ensuring staff and associates are aware of and understand their responsibilities under these policies and Street Child’s Code of Conduct (CoC), their relevance to their area of work, and that concerns are reported and managed in accordance with the appropriate procedures. 

Other Tasks:

• Perform any other duties assigned by the supervisor and Senior Management to ensure office efficiency

Key Relationships:

• This role will report to the Deputy Head of Programs (DHoP) and MEAL Manager
• The CRM Officer will have regular and substantial engagement with other Street Child staff and stakeholders including: 
• Senior Management Team (SMT), Department Managers and Technical leads 
• Third-party vendors and service providers 
• National partner organizations (primarily MEAL personnel) 
• Community members and other key stakeholders in project locations 

Person Specification:

• Excellent interpersonal and listening skills with honesty and confidentiality; ability to deal tactfully and discreetly with situations, people and information. 
• Ability to positively influence others and successfully reconcile differences. 
• A self-starter with a demonstrated strong results-based orientation and with high levels of integrity, credibility and dependability – especially under pressure. 
• An energetic team player who can effectively collaborate, and who can stand alone when necessary. 
• Commitment to Street Child’s mission, vision and values, and the ability to convey with enthusiasm Street Child’s role in accompanying and serving forcibly displaced people and in advocating for their right to protection and a life in dignity. 
• Acceptance of diversity and inclusion as a core value. 
• Willingness to work in flexible, sub-optimal, stressful and unstable environment. 
• Willingness to travel through the country to different states. 
• Alignment with Street Child’s 4P’s – Purpose, People, Performance, Partnership - in approach to everyday work duties. 

Requirements

• Bachelor's Degree in Management, Social Research, and Development Studies or a related field or comparable addition to experience. Masters degree is an advantage. 
• Minimum of 3 years proven experience in accountability especially accountability to affected populations (AAP) feedback mechanisms concepts and international humanitarian quality standards (CHS, Do No Harm). 
• Previous experience of working with national or international NGOs. 
• Experience in implementation of accountability and complaints reporting mechanisms in Nigeria. 
• Experience in developing and/or managing complaints reporting mechanisms across programs. 
• Understanding of monitoring processes, learning, adaptation and evaluation. 
• Ethical, focused on treating complainants/ community fairly and culturally sensitive. 
• Innovative and solutions oriented with sound analytical, conceptual and strategic thinking skills. 
• Proven interest & commitment to humanitarian and development principles and demonstrable understanding of conflict/post conflict development contexts and community engagement. 
• Excellent communication skills and experience in report writing. 
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint. 
• Proficiency in English (Spoken and written proficiency in Hausa, Shuwa and Kanuri an added advantage). 
• Qualified female candidates are strongly encouraged to apply.

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Set Up of MEAL Systems:

• Provide Monitoring Evaluation, Accountability, and Learning related support to downstream partners in the projects.
• This includes coordinating routine monitoring and training of relevant partners in MEAL methodologies and tools (including sampling techniques, data collection tools and techniques, data analysis and reporting).
  Participate in the initiation and conduct of the baseline, and end term evaluation of the project.
  Support in updating.
• Management Information System (data base) and relevant tools for the project.
  Make sure that all projects are connected to the newly digitalized MEAL system.

Ongoing Monitoring and Evaluation:

• Contribute to the quarterly output performance reports.
• Implement and execute the MEAL frameworks for the projects.
• Develop and implement quarterly and annual Monitoring, Evaluation, Accountability, and Learning Plans for projects.
• Provide ongoing support in reviewing the MEAL framework, plans and tools for projects.
• Provide feedback for field-based partner project staff in the project impact areas through regular contact, field visits and meetings; and undertaking data quality assurance (DQA) and the use of the Quality Benchmarks.

Accountability and Learning:

• Provide support in regular documentation and sharing/dissemination of lessons learned, case studies, and best practices (through monthly, quarterly and annual reports, presentations etc.) to inform on-going implementation, advocacy and future programming.
• Promote accountability in general and to children in particular, among all staff, community, and district levels in the project impact areas, through: training, coaching, and follow up, facilitating establishment and utilisation of appropriate feedback mechanisms to improve programming and enhance accountability.
• Support consistent and systematic integration of MEAL issues into the WB projects (identification of gaps in the implementation and facilitation in of the process of identifying solutions to enhance quality implementation.)
  Maintain coordination and effective relationships with the team, colleagues, external partners and supporters, relevant Government departments, and other NGOs.
• Follow up on the implementation status of project activities based on review recommendations.
• Facilitate downward and upward accountability of downstream partners by compiling monthly, quarterly, and annual output performance reports including best practices stories for project learning.
• Provide ongoing technical assistance to programmes to ensure that these systems are optimally utilized.

Development and Reporting:

• Contribute to the various data reporting systems, tools, and templates to (a) generate quality evidence throughout the various programme levels (monitoring of inputs, outputs, outcomes, etc.), (b) enable and enhance regular monitoring of outputs and programme quality in emergency response, (c) ensure use of data for decision making processes, etc. Responsible for the implementation of MEAL plans, including working with projects teams and partners to support tools and data for the plans.

Child Safeguarding:

In relation to receiving child safeguarding concerns and complaints:

• Attend all local strategy meetings / discussions held under these procedures.
• Discuss subsequent action required, to ensure the safety and welfare of individual children (in cases of internal abuse); and to the extent that is appropriate and practical, for cases of external abuse (as outlined in Local Procedures).
• Monitor the progress of all child safeguarding cases, with the possible exception of those of internal abuse (where the need for confidentiality may require this task to be undertaken by the Country Director or designate.