INTERSOS is an independent, no-profit organization which, through its own humanitarian operators, intervenes to effectively answer the needs of people in serious crises situations, mainly in the world’s poorest regions, who are suffering, deprived of rights, dignity and essentials goods. It maintains a flexible operating structure. The head office in Italy coordinates, supports and monitors the planned activities in the countries of intervention carried out by decentralised offices. The statutory bodies of INTERSOS, are: the Members Assembly, the Council, the Society for Auditing and Certification of Accounts. Intersos, established in 1992, is recognised by the Italian Ministry for Foreign Affairs, the European Commission and the principal UN agencies; it is privileged to hold an advisory status with the United Nations Economic and Social Council (ECOSOC). OUR MISSION • To give an immediate response in humanitarian crises by bringing emergency relief to the victims of armed conflict, drought, famine, the presence of landmines or unexploded devices, and other disaster situations. • At the same time as providing primary emergency relief, to also begin working to promote a return to normal living conditions, the resumption of dialogue and the strengthening of peace, reconstruction and growth. • To stimulate, encourage and involve Italian society in helping to develop and spread the existing culture of solidarity and international justice. TRAINING INTERSOS also offers training courses aimed to provide knowledge and practical skills regarding humanitarian emergencies and assistance. INTERSOS training courses are designed for both beginners and experts in order to offer the appropriate content to the right target. For more information follow the link: http://intersos.org/trainings JOIN US INTERSOS is always looking for committed staff. Take a look to our website http://intersos.org/en/join-us Specialties Humanitarian Interventions, Protection, Education, WASH, Shelter, Health&Nutrition, Food Security
- Job Type: Full Time
- Qualification: BA/BSc/HND
- Experience: 2 – 5 years
- Location: Borno
- City: Maiduguri
- Job Field: NGO/Non-Profit
JOB PURPOSE
The role-holder guarantee the implementation of the Mission’s Complaint Feedback and Response Mechanism (CFRM) and of other activities related to Accountability to Affected Populations, in close collaboration with programmes teams and according to INTERSOS’ guidelines.
JOB RESPONSIBILITIES
- Contribute to design the Mission’s CFRM SoP, in line with the global standards and adapted to the context of operation
- Implement the different mechanisms for CFR as determined by the related SoP and ensure they are available in all field locations. Suggest evidence-based improvement on the tools to the MEAL Manager
- Train field staffs on the core pillars of AAP, namely Information Sharing, Community Participation and Feedback and Complaint Management
- Travel to field locations to ensure proper implementation of CFR mechanisms, and that project implementation respects AAP core principles
- Guarantee smooth communication with stakeholders respecting context and local culture and suggest communication improvement to MEAL Manager
- In collaboration with the MEAL Manager prepare accountability visibility materials
- Support the Accountability Assistants in the resolution of non-sensitive complaints
- In collaboration with Accountability Assistant inform immediately the MEAL Manager in case of sensitive complaints received as per INTERSOS SOP
- Record feedback and complaints collected in the field in the dedicated template as per INTERSOS SOPs. Ensure that data resulting from the feedback are properly archived, regularly analysed and followed up
- Review feedback and complaints DB on a weekly basis and raise any concerns to the MEAL Manager. Is responsible to check on a weekly basis the complaints received on the complaints email address and in the boxes
- Collaborate to the improvement of feedback and complaints DB and dashboards
- Ensure that complaints are addressed, and that an appropriate and timely response is given to the complainant as per INTERSOS SOP
- Support MEAL staffs in implementing accountability exercises throughout the project life cycle, in line with the MEAL & Accountability Plans, and analyse the related data collected
- Contribute to develop training materials for Complaints Responses Mechanism. In collaboration with MEAL Officer and MEAL Manager organise and conduct trainings and workshops to coach project staffs on CFRM
- Perform other duties as delegated.
POSITION REQUIREMENTS
Educational Requirement
- Minimum Degree in Statistics, Information management, Social Science, Demography, Social studies or any related field
Professional Experience
- Minimum 2-5 year’s relevant work experience in MEAL and accountability
Professional Requirements
- Previous experience in monitoring, evaluation, accountability and learning of with I/NGOs in developing or humanitarian context
- Knowledge of Accountability to Affected Population and monitoring and evaluation in the humanitarian context
- Data collection and analysis
- Knowledge of I/NGO and Humanitarian industry
- Computer literacy (MS Excel, MS Word)
- Good organizational skills Ability and willingness to travel between across locations of implementation within LGA and states
- Good management of stress and willing to work in a volatile context.
- Essential computer literacy (word, excel and internet) Teamwork, commitment, cooperation, and behavioural flexibility
Personal Requirements
- Teamwork and cooperation
- Service orientation
- Planning and organizational skills
- Flexibility
- Confidentiality
- Ability to work under pressure
- Commitment to INTERSOS principles
Work within the framework of IINTERSOS Nigeria’s core values.
