Project Feedback Officer

Job Posting Organization:
Catholic Relief Services (CRS) is the official international humanitarian agency of the Catholic community in the United States. Established to assist the poor and vulnerable overseas, CRS operates in more than 100 countries, providing relief and development services without regard to race, religion, or nationality. The organization focuses on various sectors including emergency response, health, agriculture, education, microfinance, and peacebuilding. CRS is committed to safeguarding children and vulnerable adults from abuse and exploitation, and it welcomes individuals from diverse faiths and secular traditions who share its values and commitment to serving those in need.

Job Overview:
As a Project Feedback Officer, you will play a crucial role in ensuring accountability within the projects implemented by CRS in Benue and Plateau states. Your primary responsibility will be to serve as the first point of contact for project participants, communities, and stakeholders regarding complaints related to CRS projects. You will be tasked with building capacity and monitoring performance against accountability standards, ensuring that the communities served can trust the mechanisms in place. Your role will involve developing awareness materials, facilitating sessions to promote accountability, and maintaining records of activities. You will also be responsible for managing the Feedback Complaints and Response Mechanism (FCRM), ensuring that beneficiaries can confidentially voice their complaints and receive timely responses. This position requires strong community relations skills to ensure that local partners and communities benefit from CRS projects and that best practices are consistently applied to improve project impact.

Duties and Responsibilities:

• Ensure all project participants are informed about CRS’ Feedback Complaints and Response Mechanism (FCRM) Standard Operating Procedures (SOP) and accountability policies.
• Develop and distribute Accountability Information, Education, and Communication (IEC) materials that are accessible to all program participants, including those with low literacy levels.
• Facilitate awareness sessions on accountability in collaboration with the Project Manager.
• Maintain detailed records of awareness activities, including participant numbers and visual evidence, and report to the CP Accountability Officer.
• Strengthen the FCRM to ensure beneficiaries can safely and confidentially submit complaints.
• Design an accessible FCRM in consultation with project participants and partners.
• Create standard talking points and FAQs in collaboration with the coordinator" style="border-bottom: 1px dotted #007bff !important;">MEAL Coordinator and Project Manager.
• Monitor complaints and responses, developing a tracking mechanism for follow-up.
• Analyze complaint patterns with the Project Manager to enhance CRS programming. 1
• Prepare monthly reports summarizing feedback learnings from various locations. 1
• Ensure timely recording and response to feedback in accordance with CRS Nigeria’s FCRM SOP. 1
• Communicate complaints handling procedures to all stakeholders. 1
• Collaborate with project accountability focal points to meet donor and government information needs. 1
• Manage the toll-free hotline for feedback and ensure effective responses. 1
• Facilitate communication and information sharing among project teams and community members. 1
• Involve community leaders and representatives in project implementation and improvement. 1
• Periodically review accountability practices and support adaptive management. 1
• Build capacity among project staff and partners on accountability standards. 1
• Develop and facilitate training modules for all relevant personnel. 2
• Support the MEAL coordinator in ensuring compliance with CRS MEAL Policies and Procedures.

Required Qualifications:

• Fluency in English, Hausa, and Idoma/Tiv languages is required; knowledge of Pidgin is an advantage.
• Strong observation, active listening, and analytical skills.
• Excellent interpersonal skills with the ability to engage effectively with diverse groups.
• Proactive, results-oriented, and service-oriented mindset.
• Ability to maintain confidentiality and privacy in handling complaints.

Educational Background:
A Bachelor’s Degree in Sociology, Social Work, Law, Psychology, Social Sciences, or related fields is required. Additional education may substitute for some experience.

Experience:
A minimum of 3 years of work experience in project support is required, preferably in the field of accountability within an NGO context. Experience in participatory action planning and community engagement is also preferred. Familiarity with project monitoring and data collection is advantageous.

Languages:
Fluency in English, Hausa, and Idoma/Tiv languages is mandatory. Knowledge of Pidgin language is considered an added advantage.

Additional Notes:
The position may require travel up to 50% to field locations in Benue and Plateau states. The role is full-time and may involve working with both national and international candidates. CRS prioritizes candidates who are citizens or permanent residents of the countries where CRS operates. The organization is committed to safeguarding and protecting the rights and dignity of all individuals, especially children and vulnerable adults.