CFM Assistants At Salient Humanitarian Organization (SHO)

BACKGROUND
Company Background:
Salient Humanitarian Organization (SHO) is an independent humanitarian organization that assists the
victims of natural disasters, armed conflicts and exclusion. Its activities are based on the principles
of solidarity, justice, human dignity, equality of rights and opportunities, respect for diversity and
coexistence, paying special attention to the most vulnerable people.

Terms of reference
Job title: CFM Assistants
Location: Borno State (Dikwa, Kaga, Kala-balge, Monguno & Ngala LGAs)
Reporting to: Protection Officer

General context of the Job/Project

• The CFM Assistant is in charge of ensuring that Community-Based Feedback and Response
  Mechanisms (CBFRM) are in place in all SHO program sites in order to strengthen the quality
  and accountability to affected populations, as well as upholding the organization’s commitment
  to Humanitarian Accountability Partnership (HAP) standards, particularly in terms of
  information sharing, beneficiary participation, complaints, and response mechanisms.
• The Protection Officer will technically supervise and assist the CFM Assistant.
• The CFM assistant is also responsible for the provision of support to Food Security project to
  strengthen general food distribution, livelihood and nutrition related programme for vulnerable
  children and pregnant and lactating women, and Cash Based Transfers activities in the field in
  accordance with SHO principles and ensures field activities are executed in an efficient
  manner.

Task and Responsibilities

• Supports the collection of information/data about all needs and concerns of the targeted
  population.
• Supports in ensuring all committee and messages related to project are gender / protection
  sensitive.
• Supports in ensuring complaints are properly managed (either individual or group); recorded,
  treated and appropriate feedback is accorded to the complainant maintaining strict protocols
  for confidentiality and consent.
• Ensure CFM database is forwarded to the Protection officer on monthly basis and important
  complaints from complaint desks reported immediately
• Refer program-specific complaints to Protection Officer for follow-up.
• Build staff awareness and commitment to a complaints mechanism, ensuring that all SOPs and
  SHO core policies are respected.
• Conduct routine functions for gathering community feedback, making sure that all SOPs and
  SHO core policies are adhered to.
• Keeping accurate records and a filing system for all complaints, resolved or unresolved,
  including communication.
• Establishes and manages the complaint and feedback mechanism for the WFP project
• Provides constant feedback to supervisor on progress, lesson learnt, achievements and gaps,
  issues and problems.
• Support to ensure complaints are closed within the appropriate timeframe including those
  reported from the SHO toll free line.
• Supports in contributing to the establishment and maintenance of a referral pathway,
  respectful of the confidentiality principle and international SOPs.
• Send comprehensive internal reports to the relevant program focal point. Depending on the
  severity of the complaint, the reports will either be submitted weekly or daily. If necessary,
  the reports would also include monthly recommendations for the project coordinator.
• Acts as focal point for the identification and referral of extremely vulnerable Individuals and
  People with Specific protection Needs for adequate assistance according to SHO pre-defined
  criteria.
• Follow-up and receive weekly feedback, and case status progress related to the internal cases
  referred to the projects. Ensure all documents and actions taken are documented, and
  feedback is given back to the beneficiary
• Liaise with local authorities and community leaders to support the resolution of complaints
• Perform other duties and responsibilities as required that may be assigned from time by
  supervisors

Essential knowledge and skills:

• Bachelor’s degree in Management, Social Research, Development Studies or a related field or
  comparable addition to experience.
• Experience in implementation of accountability and complaints reporting mechanisms in
  Nigeria.
• Understanding local dialects English, Kanuri, Shuwa and Hausa.
• Experience in developing and/or managing complaints reporting mechanisms for food and cash
  transfer programs

Preferred experience:

• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Minimum of 2 years proven experience in accountability especially feedback mechanisms
  concepts and international humanitarian quality standards.
• Previous experience of working with NGOs
• Understand key concepts and commitments regarding accountability to affected populations
  (AAP), including Strong understanding of HAP, Do No Harm and other relevant global
  standards
• Proficiency in English, Hausa and Kanuri languages both spoken and written
• Excellent communication skills and experience in report writing.
• Proven interest & commitment to humanitarian and development principles and demonstrable
  understanding of conflict/post conflict development contexts
• Understanding of monitoring processes, learning, adaptation and evaluation
• Sound analytical, conceptual and strategic thinking skills
• Ethical, focused on treating complainants/ community fairly and culturally sensitive.
• Innovative and solutions-oriented.
• Previous experience with GFD, BSFP and Cash Programming for Protection.

1. Brief Condition

• Salient reserves the right to close the application before deadline, if the required number of
  candidates is attained.
• Candidates will be responsible for his/her own travel, accommodation and feeding during the
  recruitment process;

How to Apply

Interested candidates for both Internal and External should complete this Form and attach CV
with the following format “Surname-Position you applied for-Location”

CLICK FORM TO APPLY
Note

• Only Short-listed candidates will be contacted
• SHO is an Equal Opportunity Employer. SHO considers all applicants on the basis of merit
  without prejudice to race, sexual orientation, religion, disability, age, color, national origin,
  marital status, or veteran status.

Deadline is 11th May, 2023