Hope and Rural Aid Foundation (HARAF) is a National non – profit organization functioning since 2011 but was officially registered under the corporate affairs commission (CAC) of the federal government of Nigeria in the year 2016 with registration number RN: CAC/IT/:85536. HARAF are into humanitarian and development activities with full operational presence and offices in Adamawa, Borno, Yobe with field offices in Michika and Calabar. The head office in Yola. The organization works in the Food Security and Livelihood, Protection (Child Protection/GBV), Education and Shelter/CCCM Thematic areas.
HARAF plans to implement complimentary livelihoods activities particularly to introduce livelihoods interventions to build their capacity by contributing to their basic food needs and ultimately reduce the cost of life savings interventions over time. This will also provide opportunity to utilize the otherwise idle labour, mostly from youth who are caught in humanitarian crisis through Entrepreneurship, Livelihood Intervention Skills acquisition and Financial Literacy Training at selected communities of Yola South LGA, Adamawa state.
Location: Yola, Adamawa
Employment Type: Contract
The CFM Assistant is responsible for ensuring Community Based Feedback and Response Mechanisms (CBFRM) are in place in all program sites to strengthen the quality and accountability of emergency response as well as upholding the organization’s commitment towards Humanitarian Accountability Partnership (HAP) standards especially in regards to information sharing, beneficiaries’ participation, complaints and response mechanism.
Responsibilities
- Establish and manage the complaint and feedback mechanism for the project.
- Receive complaints and feedback and respond to enquiries at the complaint desk at program sites.
- Build staff awareness and commitment to a complaint’s mechanism, ensuring that all SOPs and IMC core values are respected.
Refer program specific complaints to MEAL Officer for follow up.
- Build staff awareness and commitment to a complaints mechanism, ensuring that all SOPs and IMC core policies are respected.
- Ensure regular maintenance of complaints and feedback database/ information System and ensure information is shared on a regular basis.
- Carry out regular community feedback functions, ensuring that all SOPs and IMC core policies are respected.
- Maintenance of an effective record and filing system for all complaints solved and pending issues including correspondences.
- Lodge all feedback, complaints and response in the CFM database.
- Support to ensure complaints are closed within the appropriate timeframe including those reported from the toll-free line.
- Ensure CFM database is forwarded to the MEAL officer on monthly basis and important complaints from complaint desks and suggestion boxes reported immediately.
- Provide accurate information related to the subject beneficiary matter and other related ongoing activities.
- Ensure accurate recording of all the data related to the beneficiary.
- Submit internal, and accurate reports to the concerned program focal person. The reports will be submitted weekly, or daily according to the urgency of the complaint; include monthly recommendations, if needed, to Program Manager as received.
- Accurately refer cases internally within the departments of the AAH – with the support of the MEAL Officer- following the standard operating procedures set for the referral system
- 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.
- Manage the complaint and feedback mechanism in accordance with the country mission’s specific to AAP and CHS commitments.
- 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.
Qualifications and Experience
- Bachelor’s Degree in Management, Social Research, Development Studies or a related field or comparable addition to 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.
- Experience in implementation of accountability and complaints reporting mechanisms in Nigeria.
Experience in developing and/or managing complaints reporting mechanisms for food and cash transfer programs.
- Understand key concepts and commitments regarding accountability to affected populations (AAP), including Strong understanding of HAP, Do No Harm and other relevant global standards.
- Ethical, focused on treating complainants/ community fairly and culturally sensitive.
- Innovative and solutions-oriented.
- Building collaborative relationships with beneficiaries and the community.
- Proven interest & commitment to humanitarian and development principles and demonstrable understanding of conflict/post conflict development contexts.
- Sound analytical, conceptual and strategic thinking skills.
- Excellent communication skills and experience in report writing.
- Proficiency in English, Hausa and Kanuri languages both spoken and written. Understanding of monitoring processes, learning, adaptation and evaluation
Method of Application
Interested and qualified candidates should mail/send their CV and Cover Letters as one document to: [email protected] with the position applied for and Location as the Subject of the Mail.
Closing Date: 5th August 2022.
Note
- Females are encouraged to apply
- Only shortlisted candidates will be contacted afterwards
- HARAF does not receive applications in the office or by hand. All applications must be sent to the above stated mail before it will be considered.
- Any application sent after the closing date will not be considered!
