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Position Title: Complaints and Feedback Mechanism Officer
Location: Yola
Country: Nigeria
Deadline Date:

Job Details

Job Posting Organization:
The Norwegian Refugee Council (NRC) has been operational in Nigeria since 2015, focusing on assisting communities affected by displacement. The organization aims to meet Basic Needs, improve livelihoods, and enhance resilience through six core competencies: water, sanitation, and hygiene (WASH), Shelter, Education, Information-Counselling and Legal Assistance (ICLA), Livelihoods and Food Security (LFS), Camp Management, and Protection. With a workforce of 370 staff, NRC operates in key locations such as Maiduguri, Yola, and Jos, allowing for effective responses to the needs of those affected by conflict across North-East and North Central Nigeria. NRC's strategic presence in these regions enables it to bridge the gap between humanitarian aid and development cooperation, focusing on equitable Access to Services and strengthening the rights of displaced individuals and returnees. The organization also has sub-offices in Dikwa, Monguno, Biu, Mubi, Pulka, and Gwoza, enhancing its outreach and impact in the region.

Job Overview:
The Complaints and Feedback Mechanism Officer is tasked with assessing and implementing accountability mechanisms at the area office level, particularly in locations where NRC supports beneficiaries. This role involves close collaboration with the CFM Coordinator and the M&E Coordinator to ensure effective implementation of the Complaints and Beneficiary Feedback Mechanisms strategy. The officer will engage in community meetings, facilitate training sessions, and conduct capacity-building activities to enhance the understanding and effectiveness of the complaints and feedback processes. The position is crucial for ensuring that beneficiaries have a voice and that their feedback is integrated into NRC's programming and operations.

Duties and Responsibilities:
The selected candidate will be responsible for a variety of tasks, including:

• Conducting Data Collection on accountability mechanisms and performing situation analyses.
• Organizing and conducting routine CFM activities such as Community Engagement meetings and information-sharing sessions across all program locations.
• Facilitating CFM training sessions for both new and existing staff.
• Conducting capacity-building sessions at the community level for CFM focal points.
• Organizing lessons learned and CFM review meetings with the Area Manager and program staff to discuss trends and adaptations.
• Assessing existing community capacities and mechanisms to enhance NRC’s information-sharing processes and feedback systems.
• Assisting in the implementation of action points from the country CFM assessment.
• Collaborating with the Area Office M&E Coordinator, CFM Coordinator, and program staff to capture and store complaints and feedback for effective knowledge management.
• Monitoring and compiling CFM reports according to NRC standards using a consolidated database. 1
• Supporting the CFM Coordinator in producing customized dashboards for reporting purposes. 1
• Providing timely reports to the CFM Coordinator, M&E Coordinator, Area Program Manager, and Area Manager.

Required Qualifications:
Candidates should possess the following qualifications:

• A minimum of 1-2 years of experience working in a humanitarian or recovery context, particularly in accountability roles.
• Documented experience with data collection and Analysis tools, including proficiency in Excel, Kobo, CSPro, or ODK. Familiarity with Photovoice and H frame methodologies is considered an asset.
• Proven track record of achieving results related to the responsibilities of the position.
• Strong command of English, with additional languages being an advantage.

Educational Background:
While specific educational requirements are not detailed, candidates are typically expected to have a relevant degree or equivalent experience in a related field, particularly in humanitarian work, social sciences, or Community Development.

Experience:
The position requires at least 1-2 years of relevant experience in a humanitarian or recovery context, specifically focusing on accountability mechanisms. Candidates should have documented experience in data collection and analysis, showcasing their ability to handle the responsibilities outlined in the job description effectively.

Languages:
A good command of English is mandatory for this position. Knowledge of additional languages is considered an asset, enhancing communication with diverse communities and stakeholders.

Additional Notes:
The position is based in Yola, Nigeria, and is likely to be a full-time role. The Norwegian Refugee Council is committed to recruiting individuals who are passionate about helping refugees and displaced persons. The organization may offer competitive compensation and benefits, although specific details regarding salary and contract duration are not provided in the job description.