Taimako Community Development Initiative (Taimako-CDI/TAIMAKO-CDI) is a non-profit, non-ethnic, non-political and non-religious organization, whose major objectives is improving rural and urban communities through developmental and self-help driven programmes, initiatives and activities. The organization has functional and equipped Offices in Bauchi, Borno and Yobe States, North-East, Nigeria.
Visit our website for more details: taimakocdi.org.ng
Complaint Response Mechanism Officer
- Job Type Part Time
- Qualification OND/SSCE
- Experience 2 years
- Location Yobe
- Job Field NGO/Non–Profit
- Available Positions: 6
Job Location: Yunusari, Yobe State.
Contract/Duration: 1 year with possibilities of extension (3 months’ probation period)
POSITION SUMMARY
The Complaints Response Mechanism (CRM) Officer will provide support to TAIMAKO-CDI programs implemented in NE Nigeria (Nutrition & child protection) in the management of the beneficiary and stakeholders’ complaints and feedback mechanisms. He/She will ensure that mechanisms are in place in all TAIMAKO-CDI programmes to strengthen the quality and accountability of emergency response in regards to information sharing, beneficiaries’ participation, complaints and response.
PRIMARY RESPONSIBILITIES
Under the direct supervision of the Project Manager, and in collaboration with the Field Coordinators, and other collaborators at the projects location, he/she will:
- Ensure operationalization of established feedback/accountability mechanism.
- Management of the hotline system for feedback mechanism
- Reporting and referrals of cases reported through the CRM
- Timely feedback to program teams in the field on complaints and concerns raised by communities on project activities.
- Maintenance of an effective record and filing system for all complaints solved and pending issues including correspondences and other related documents for quick and easy reference.
- Send recommendations and practical procedures for reviewing and resolving complaints to the Project Manager
- Communicate and disseminate complaints handling procedures, policies and tools as appropriate to beneficiaries, project staff and other stakeholders.
- Ensure accurate recording of all the data related to the callers in the hotline data base
- Address the queries of callers based on setup hotline while respecting ethical and professional standards
- Analyze data and submit internal and accurate reports to the concerned programs/projects on weekly basis
- Accurately refer cases promptly internally within the departments of the TAIMAKO-CDI
- Communicate complaints handling procedures, policies and tools to beneficiaries, project staff and other stakeholders
- Conduct regular spot-checks of BNF awareness on the CRM procedures
- Follow-up and receive weekly feedback, and case status progress related to the internal cases referred to the programs/projects.
- Profile of the Candidate (Education, Training, Competences, Skills)
Required Skills & Qualifications:
- Degree/Diploma in Social Sciences or any relevant field
- Previous experience working in humanitarian projects
- Proven interest & commitment to humanitarian and development principles and a demonstrable understanding of conflict/post conflict development contexts.
- Desired Competencies / Skills
- 1-2 years CRM related work experience with an NGO
- Experience in data collection, collation, analysis, and report writing
- Fluency in English, Hausa and Kanuri Languages
- Ability to plan and organize work and write clear and concise reports and communicate effectively (both in writing and verbally)
- Proven ability to prioritize tasks and meet deadlines
- Stable, moral, reliable and robust character and a good team-player
- Excellent communication skills, calm, with a good sense of humor
- Proven commitment to accountability practices
- Excellent Microsoft Office & statistical soft wares skills (Excel, Word, Power point, SPSS, Emails, Skype, Web researchers)
- Good knowledge of the intervention area/s and local context
- Previous humanitarian programming experience
- Knowledge of the local language (Hausa)
Method of Application
Qualified applicants MUST submit the following documents to mailto:[email protected] on or before 12th January, 2021:
- A current curriculum vitae (CV) listing all their work experience and qualifications; AND
- A cover letter.
Please reference the job title on the subject line, your cover letter and resume/CV
NB: Any submission made after the deadline will not be considered
Only Shortlisted candidate will be contacted Female candidates are encouraged to apply
