Deadline: 22 September, 2021
Location: Maiduguri, Nigeria
The Norwegian Refugee Council (NRC) is seeking to fill the role of Complaints and Feedback Mechanism Coordinator.
NRC provides assistance, protection and durable solutions to refugees and internally displaced persons worldwide.
Responsibilities
- Implement NRC’s systems and procedures at country level
- Ensure adherence to NRC policies, handbooks, guidelines and donor requirements
- Prepare and submit reports and analysis
- Ensure proper filing of all relevant documents using existing systems
- Coordinate with relevant partners
- Design and support dissemination of relevant information to beneficiaries
- Actively promote Prevention of Sexual Exploitation and Abuse (PSEA) standards and principles within NRC Nigeria and amongst beneficiaries served
- Coordinate the operationalisation of NRC Nigeria CFM system and develop/build upon existing standard operating procedures (SOPs) for CFM within the country office
- Serve as primary contact for all CFM-related issues within the office and with head office
- Communicate and disseminate NRC CFM standards and guidelines within NRC and conduct training, capacity building and mentoring for all staff involved
- Triage all complaints received by NRC, transfer to relevant parts of NRC Nigeria, and ensure that complaints are responded to in a timely manner by the country office
- Coordinate processing and provision of response, specifically in relation to confidential complaints mechanisms
- Ensure proper response is generated in a reasonable time
- With the support of the monitoring and evaluation manager, manage data analysis and information presentation related to CFM
- Produce/oversee production of regular internal (and external) reports on complaint trends, response procedures, and relevant issues
- Work with human resources to ensure that NRC Nigeria has in place procedures that ensure response to sensitive complaints received
- Hold trainings and refresher sessions for CFM and programme staff
- Support programme staff in identifying and addressing all complaints and feedback-related needs and formalise feedback loops within programmes
- Support the development and harmonisation of SoPs at country level
- Provide support to programme managers in reviewing information across projects
Requirements
- Four years, minimum, of experience in an international NGO, preferably in an emergency or post-conflict setting, beneficiary reception and/or counselling, CFM, or a related area
- Experience in handling sensitive feedback
- Ability to present data and convey information clearly and concisely and identifying trends
- Experience in facilitating the capacity building efforts of diverse colleagues, including local partner agencies
- Demonstrated ability to transfer knowledge to diverse audiences through training, mentoring and other formal and non-formal methods
- Fluency in English (speaking, reading, writing) and local languages will be a plus
- Competence in using Microsoft Office applications
To apply and for more information, click here.
Photo source: NRC
