Apply as Complaints and Feedbacks Mechanisms Coordinator at the Norwegian Refugee Council (NRC) Full Time

Job Title: Complaints and Feedbacks Mechanisms Coordinator, Nigeria (Re-Advertised)

Job Identification: 511
Location: Maiduguri, Borno
Job Category: Analysis and Assessment
Job Schedule: Full time

Job Description
Generic 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 beneficiary (host communities, displaced people, and other relevant targets and partners)
• Actively promote anti-corruption, PSEA (Prevention of Sexual Exploitation and Abuse) standards & principles within NRC Nigeria and amongst beneficiaries served

Specific Responsibilities:

• 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;
• Communicate and disseminate NRC CFM standards and guidelines within NRC and conduct capacity building and mentoring of all staff involved;
• Manage the Country Office accountability pathways and set up customised mechanisms including hotline;
• Triage all complaints/feedbacks received by NRC, transfer to relevant parts of NRC Nigeria, and ensure that complaints/feedbacks are responded to in a timely manner by the Country Office;
• Coordinate processing and provision of response, specifically in relation to confidential complaints/feedbacks mechanisms;
• Ensure proper response is generated in reasonable time (according to NRC standards);
• With the support of the M&E manager, ensure effective data analysis/visualisation, information and knowledge management related to AAP/CFM;
• Produce/oversee production of regular internal (and external) reports on complaint trends, response procedures, and relevant issues;
• Work with HR Manager and protection Manager to ensure that NRC Nigeria has in place procedures to ensure response to sensitive complaints/feedbacks received (Code of Conduct and Protection from Sexual Exploitation, Sexual Abuse (PSEA));
• Formulate, implement, monitor and evaluate a customised capacity development response for program staff, area managers to ensure they have the capacity and skills to deal with complaints at the field level;
• Support programme staff in identifying and addressing all complaints and feedback related needs and formalising feedback loops within programmes;
• Support the development and harmonisation of SoPs at country level;
• Provide support to programme managers, area managers in reviewing information across projects, to ensure that feedbacks and complaints are taken into account in programme management decisions.

Requirement

• Degree Level: University, Advanced.

Application Closing Date
12:30 PM; 20th February, 2021.