Latest Vacancies at CARE International - Nigeria

JOB SUMMARY

The purpose of this role is to enhance and strengthen CARE's Feedback and Accountability Mechanism (FAM) systems and services within the country program, ensuring adherence to organizational, regional, and country program policies and best practices. Key responsibilities involve expanding the scope and access of feedback channels to communities, including information gathering, sharing, public engagement, capacity building, and overseeing the operational Feedback and Response mechanism framework. CARE Nigeria is seeking for a Hotline Handler who will receive feedback and complaints coming from the communities where CARE is working regarding the services the organization is rendering through the various Accountability Feedback Mechanisms. The post holder will work closely with the program team, especially in liaising between the community and the organization in terms of information flow from one to the other and vice versa. S/he will collect feedback coming from the community through the toll-free system as well as other feedback mechanisms and pass onto the respective sector team following the organization's feedback mechanism information flow system or depending on the category level of the feedback, respond to the person who reported the complaint

RESPONSIBILITIES AND TASKS:

Management of Inquiry, Feedback and Complaint:

• Register received complaints/feedback into the tracker and report minor and major cases to the specific sector managers/leads, HR base on the approved SOP.
• Establish a help desk/information table during distributions, for the community members to answer beneficiary comments/questions and prepare help desk reports after distribution. 
• Setting up and managing the Feedback Registry and other tools developed in KOBO to ensure that they are fully functional, secure and in use.
• Accurately refer cases internally within the sectors and work with project managers to make external referrals to ministry, agencies, NGO/INGO forum following the standard operating procedures set for the referral system within the states. 
• Throughout the process of intake of complaints/feedback and referrals, ensure applying protection principles for confidentiality of information and safety of beneficiaries.
• Follow-up and receive weekly feedback, and case status progress related to the internal cases referred to the projects and ensure all documents and actions taken are documented, and feedback is given back to the complainant.

Hotline Management:

• Operate and manage the complaints hotline, WhatsApp, system efficiently and ccoordinate with the relevant sector to ensure adequate and timely responses to feedback received.
• Receive and manage incoming inquiries, feedback, and complaints from project participants, stakeholders, community at large and cclassify and categorize feedback types (complaints, request for information, suggestions, compliments).
• Receiving calls from cproject participants, stakeholders, project communities daily within the working hours and ensure that the hotline is fully functional during designated hours.
• Accurately recording information in the feedback registry on a routine basis and flag any minor and major programmatic complaints and instances of breach of CARE code of conduct, allegations of child abuse or sexual exploitation and abuse among others

Data Collection, Documentation and reporting:

• Collect and document relevant information about every engagement each client interaction.
• Maintain accurate and organized records of all communications.
• Facilitate field visit and engagement in awareness raising sessions, focus group discussion and key informant interview session with project participants, community, and stakeholders etc. 
• Draft daily, weekly, monthly, and quarterly reports to project stakeholders to improve the quality of programming; flagging strengths and weaknesses, issues, concerns, and successes reported or discovered.
• Communicate and disseminate complaints handling procedures, policies, and tools as appropriate to project staff and other stakeholders.

Maintain Confidentiality and Capacity building of project stakeholders:

• Collect and document relevant information about each interaction.
• Organize capacity-building workshops specifically focusing on ethical standards related to client feedback and accountability.
• Provide practical scenarios and case studies to enhance stakeholders' understanding of ethical dilemmas and solutions.
• institute measures such as encryption, password protection, and access controls to secure databases and systems containing client information.
• Ensure Feedback Mechanism briefings and information dissemination is provided on routine basis to local field staff as well as community members.
• Support the conduct of or facilitate any required training for CARE staff and partners on Client Responsiveness

Other Responsibilities:

• Implement other activities, related to the objectives of CARE MEAL units and technical support unit, as assigned by Manager. 
• Support large or complex assessment/evaluation activities as required and ensure FAM, safeguarding questions are incorporated into evaluation protocol.

QUALIFICATION/EXPERIENCE/TECHNICAL SKILLS:

Required

• A minimum of a degree in Communication, Counseling, Psychology, Public Health, Social Science, International Relation, Or similar areas of Studies.
• At least 3 years of previous experience of working with NGOs and in handling feedback mechanism or M&E units.
• Must be able to maintain confidentiality of information and individuals.
• Good verbal and written communication skills in local languages (Hausa, Kanuri, Fulfulde,) and working knowledge of English is a must.
• A strong understanding of accountability to affected population and Client Feedback Systems establishment, International Relations, community engagement and participation is required. 
• Knowledge and experience in using database specific software, mobile data collection tools e.g. KOBO and excellent working knowledge of Microsoft Office programming (Access, Outlook, Excel, Power Point, and Word) is required.  
• Wiliness to learn, self-directed and the ability to handle multiple competing demands and commitments, and to work flexibly in a team. 
•  Creativity, curiosity and enthusiasm, and the ability to develop and test new ways of working and solutions to problems. 

Desirable:

• Work experience in the humanitarian sector - Experience in creating feedback mechanisms. These may include surveys, focus group discussions, hotlines, suggestion boxes, community meetings etc.
• Professional, motivated, open, creative, mature, responsible, flexible, and culturally sensitive
• Good report writing skills and use of info graphics. 
• Knowledge and experience in using database specific software, and integration of KBO tool to Excel working knowledge of data analysis and visualization software’s. 

Qualified Women are strongly encouraged to apply.

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JOB SUMMARY

CARE International is seeking a dedicated and vigilant Safety and Security Assistant for its operations in Ngala LGA, Borno State. Reporting directly to the Safety and Security Officer, the Safety and Security Assistant will play a crucial role in implementing safety and security measures to ensure a high level of safety and well-being for all CARE International staff in Ngala. The SSA will maintain a high level of contextual awareness of his/her operating area and strong coordination with Program and Program support teams at the field level. He/She will promote a strong Safety and Security culture at the field through continuous trainings and collaborative security assessments with all field-based staff; serve as the Safety and Security Unit (SSU) representative at field level and serve, when required as the Safety unit representative on the Field Crisis Management Team.

RESPONSIBILITIES AND TASKS:

Context understanding and Analysis:

• Analyze the parameters of the working environment by assessing the nature of the threats and CARE vulnerabilities in relation to the emergency situation. 
• Collect the necessary data and information to develop a comprehensive risk assessment. 
• Monitor political, social, economic, and military situation and identify trends relevant to security situation

Safety and Security Risk Management:

Prevention: 

• Contribute to develop a safety and security culture within the mission by addressing and helping staff to address safety and security related issues. 
• Ensure that security planning becomes an integral part of day-to-day operations and is integrated into the development of future programs. 
• Assist with the strategic and operational analysis and assessments, and with the refinement of program strategies. 
• Ensure that the Field Level Security Plans and associated documents are kept up to date and reviewed regularly. 
• Perform security risk assessments or evaluation missions to the field and regularly review safety and security procedures. 
• Ensure the CO is meeting minimum standards and complying with policies and procedures. 
• Maintain physical safety standards as established by the Safety unit for CARE office and guesthouse at Field level. 
• Organize and circulate relevant safety and security information to the staff and provide an opportunity for employees to voice Safety and/or Security-related concerns. 
• Supervise and enforce compliance safety and security standards and procedures.
• Ensure that all incoming visitors receive a security briefing and information 

Reaction: 

• Ensure that an administrative structure is put in place to effectively deal with crisis management 
• Train staff on the CO established contingency measures and ensure they know how to react

Liaison, Networking and Analysis:

• Brief, manage and liaise on daily basis with the contracted guarding services to ensure the guard force is aware of CARE standards and can effectively provide for the safety of CARE compound/staff and assets. 
• Liaise with government, Army, Police, SSS (State Security Services), Local Heads and other key external stakeholders to ensure that CARE staff can maintain regular and safe access to program areas. 
• Represent CARE International and coordinate amongst all actors (state, military, UN, NGO, etc) on all matters pertaining to safety and security.

Incident Reporting and Management:

• Train staff on the incident reporting form and procedures. 
• Ensure timely and accurate reporting of safety and security incidents. 
• During any critical incident or crises serve as the Safety and Security unit representation on the Field Level Crisis Management Team (F-CMT). 
• Ensure that all Field Level Crisis management plans are kept up to date and reviewed regularly. 
• Ensuring that staff and CARE properties have the necessary equipment (fire extinguishers, first aid; communication means such as VHF radios, Walkie-talkie, Satellite phone) and staff are trained on how to use them accordingly

Other Responsibilities:

• Other Responsibilities as Assigned
• Contribute to CARE’s resource mobilization efforts

QUALIFICATION/EXPERIENCE/TECHNICAL SKILLS:

Required:

• Minimum of B.sc, HND, NCE, OND in a field related to Humanitarian Work or Risk Management or other relevant fields
• A Minimum of 2 years of demonstrative experience in INGO/NGO field/operations with at least 1 year of field safety management experience preferably in Borno state (deep field(s)) humanitarian context 
• Competent and literate in English, verbal and written, with a sound knowledge of technical expressions
• Competent and literate in local language of the assigned location(s), verbal and written, with a sound knowledge of technical expressions. Ability to speak and understand the languages/multiple dialects in Ngala is an advantage
• Sound judgment and the ability to work effectively with others at all levels
• Strong assessment, evaluation, analysis, and planning skills
• IT literate, MS – Word, Excel, and PowerPoint
• Ability to work in fluid contexts and having the capacity for initiative and decision making with competent analytical and problem-solving skills.
• Ability to communicate clearly and sensitively with internal and external stakeholders as a representative of CARE. S/he should be able to maintain relationships, partnerships, and carryout advocacy with local policy makers
• Ability to demonstrate and imbibe a culture of integrity with a clear commitment to CARE's core values and humanitarian principles
• Awareness and sensitivity of self and others. Ability to demonstrate awareness and sensitivity to gender and diversity. 
• Experience and the ability to live and work in diverse cultural contexts in a culturally appropriate manner. 
• Ability to teach basic personal safety and security awareness
• Good assessment, evaluation, analysis skills

Competencies:

1. Approachability                               
2. Building Effective Teams
3. Customer Focus
4. Integrity and Trust
5. Drive for Results
6. Comfort around Higher management
7. Business Acumen
8. Negotiating
9. Organizational Agility

Qualified Women are strongly encouraged to apply.