Project Officer – Feedback at Catholic Relief Services (CRS) Full Time

Job Title: Project Officer – Feedback

Job ID: 2200004E
Location: Maiduguri, Borno
Job Type: Full-time
Shift: Standard
Schedule: Regular
Job Level: Day Job
Travel: Yes, 50 % of the Time
Job: Program Management
Employee Status: Individual Contributor

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.
• 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.
• Assist in technical troubleshooting required for hotline system.
• 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.
• Lead documentation process for incoming and outgoing calls/SMS through hotline and directly support formalities required for billing process.
• Regularly follow-up with programs on the actioning and resolution of feedback and complaints and ensure that the feedback loop is closed.
• Assist Program management in communications with complainant/feedback providers on follow-up, further inquiries, and responses in the relevant local languages.
• Analyze and submit timely feedback monthly records.
• Analyze and submit weekly hotline billing to Program Managers.
• Strictly adhere to the standard operating procedures for handling sensitive and non-sensitive feedback and complaints.

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.

Basic Qualifications
Education and Experience:

• Bachelor’s Degree 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).

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.
• He/She should be able to review and highlight opportunities for Protection, safeguarding and Gender mainstreaming in the proposed sector activities; And follow up to ensure, the team integrates the protection principles during activity design and implementation

Required Languages:

• English, Hausa, Fulfilde, and language proficiency in Kanuri strongly required.

Travel:

• Must be willing and able to travel up to 60% of the time to field locations throughout the work week.

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.

Application Closing Date
1st March, 2022.

Note

• Nigerian Nationals Only.
• All positions requiring residence or frequent travel outside their home country must undergo and clear a pre-employment medical examination.
• Qualified women are strongly advised to apply.
• Our Catholic identity is at the heart of our mission and operations. Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need.
• Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.
• CRS’ talent acquisition procedures reflect our commitment to safeguarding the rights and dignity of all people – especially children and vulnerable adults – to live free from abuse and harm.
• CRS is an Equal Opportunity Employer