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:
The Feedback Officer will play a crucial role in ensuring accountability within the projects implemented by CRS in Benue and Plateau states, Nigeria. This position involves being the primary support person for accountability, building capacity, and monitoring performance against established standards. The officer will serve as the first point of contact for complaints from project participants, communities, and stakeholders, ensuring that their concerns are addressed with integrity and confidentiality. The role 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. The Feedback Officer will also be responsible for developing awareness materials, facilitating training sessions, and maintaining records of accountability activities, thereby promoting a culture of accountability within the organization.

Duties and Responsibilities:
The Feedback Officer will have a wide range of responsibilities including ensuring that all project participants are informed about CRS’ Feedback Complaints and Response Mechanism (FCRM) and accountability policies. They will develop informational materials that are accessible to all participants, including those with low literacy levels. The officer will coordinate awareness sessions, maintain records of these activities, and strengthen the FCRM to ensure beneficiaries can make confidential complaints. They will monitor complaints and response processes, analyze trends to improve programming, and prepare monthly reports on feedback received. Additionally, the officer will manage a toll-free hotline for feedback, facilitate communication among project teams and community members, and ensure the involvement of community leaders in project activities. They will also review and refine accountability practices periodically and build the capacity of project staff and partners on accountability standards.

Required Qualifications:
Candidates must possess strong observation, active listening, and analytical skills, with the ability to make sound judgments. Good interpersonal skills are essential for effective interaction with diverse groups. The ideal candidate should be proactive, results-oriented, and service-oriented, with a strong commitment to maintaining confidentiality. Preferred qualifications include experience in participatory action planning, community engagement, and monitoring projects. Proficiency in MS Windows and MS Office applications is required, and familiarity with data analysis tools like Power BI is an added advantage.

Educational Background:
A Bachelor’s Degree in Sociology, Social Work, Law, Psychology, Social Sciences, or related fields is required. While experience may substitute for some educational requirements, candidates should ideally have a solid educational foundation relevant to the role.

Experience:
A minimum of 3 years of work experience in project support is required, with a preference for candidates who have experience in accountability roles within NGOs. Additional education may substitute for some experience, but candidates should demonstrate a strong background in community engagement and project monitoring.

Languages:
Fluency in English is mandatory, along with proficiency in Hausa and Idoma/Tiv languages. Knowledge of Pidgin English is considered an added advantage, as it may facilitate better communication with local communities.

Additional Notes:
The position involves travel of up to 50% to field locations in Benue and Plateau states. The role is full-time and may involve working closely with various stakeholders, including community members and partner staff. CRS emphasizes its commitment to safeguarding and expects all staff to adhere to its safeguarding policies and procedures. The organization prioritizes candidates who are citizens or permanent residents of Nigeria, reflecting its commitment to local hiring practices.