Complaints and Feedback Mechanism Technical Assistant Nigeria Monguno

These strategic locations have allowed NRC greater reach from the north and south parts of the North-East and North Central region and allowed NRC to contribute to bridging the gap between humanitarian aid and development cooperation, including by focusing on equitable access to basic services and strengthening the rights of displaced people and returnees. In addition to the Country Office and the above-mentioned Area Offices, NRC has sub-office structures in Monguno, Biu, Mubi, Pulka and Gwoza.

We are looking for people who are passionate about helping refugees and people forced to flee. 

If you are those people, the Norwegian Refugee Council in Nigeria is looking for an enthusiastic and passionate Complaints and Feedback Mechanism Technical Assistant to join our team in Monguno, Borno State. You will assist in assessing and implementing accountability mechanisms at field office level especially in locations where NRC Nigeria is supporting beneficiaries. The Complaints and Feedback Mechanism Technical Assistant will be responsible for the day-to-day implementation of the Complaints and beneficiary feedbacks mechanisms strategy for the NRC field office. 

Generic responsibilities 

•  Assist in implementing NRC’s systems and procedures at country level.
• Prepare and submit reports and analysis. 
• Assist proper documentation using existing systems.
• Support dissemination of relevant information to project participants, host communities, and relevant partners
• Actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards & principles within NRC and amongst beneficiaries served by NRC.
• Assist with the implementation of the support function portfolio according to plan of action.
• Prepare and develop status reports as required by management
• Ensure proper filing of documents 
• Promote and share ideas for improvement of the support function.
• Adhere to NRC policies, tools, handbooks and guidelines.

  Specific responsibilities 

  • Manage (receive, respond, return) all calls, messages on the CFM toll-free line and WhatsApp for business platforms in line with the Operating Procedures (SOPs) for CFM within the Nigeria country office.
  • Conduct routine CFM activities (community engagement meetings, participation meetings and information sharing) across all programme locations.
  • Facilitate CFM trainings and refreshers to both new staff and programme staff.
  • Conduct capacity building sessions at community level to CFM focal in programme locations.
  • Support in retrieving and documenting complaints and feedback from other CFM channels (suggestion boxes).
  • Assist in raising awareness and sharing CFM and project activity information with the communities.
  • Assist in conducting community engagement meetings in the communities.
  • Serve as primary contact for all CFM related issues coming via the electronic channels except for the CFM email.
  • Triage all complaints received via electronic channels to the CFM Coordinator and officers.
  • Ensure that complaints and feedback received via electronic channels are responded to in a timely manner. 
  • Document all complaints and feedback received via the electronic channels.
  • Referral and follow up of all complaints and feedback received via electronic channels that requires referrals.
  • Assist the processing and provision of response, specifically in relation to confidentiality via the Toll-free line and WhatsApp for business channel.
  • Ensure proper response is generated in reasonable time for complaints received via toll-free line and WhatsApp for business.
  • Work with HR and protection colleagues to ensure that NRC has in place procedures to ensure response to sensitive complaints received (Code of Conduct and SEA)
  • Assist in facilitating trainings and refresher sessions for CFM and program staff to ensure they have the capacity and skills to deal with complaints at the field level.
  • Produce/oversee production of regular internal reports on complaint trends and statistics of complaints and feedback received via the toll-free line and WhatsApp for business.
  • Assist programme staff in identifying and addressing all complaints and feedback related needs and formalising feedback loops within programmes.

    Please download Job Description for further details.

    Generic responsibilities 

  •  Assist in implementing NRC’s systems and procedures at country level.
• Prepare and submit reports and analysis. 

Specific responsibilities 

What’s in it for you? 

Join a work culture that empowers every employee to share ideas and take responsibility: 

At NRC we think creatively. We encourage ideas and give responsibility to all employees at all levels, to help solve the complex issues that we face. You will have many opportunities to be heard and take the initiative. 

Learn on the job: NRC's collaborative working style favours the exchange of good practice and lessons learnt. At NRC, employees learn on the job and are encouraged to look for opportunities to develop new competencies. NRC managers prioritise the quality work and the competency development of their staff. This entails giving newcomers a good start, following up, training and mentoring employees to allow them to perform well in their current job, and offering learning and development programmes. 

Additional Information: 

 Duty Stations: Monguno, Borno State. 

Duration of contract: 10 months (Renewable).

Grade Level:  Grade 4 in NRC's grading structure. 

Reporting line: Field Coordinator with dotted line to CFM Coordinator

Travel:  20%

This position is open to Nigeria Nationals only. We invite applications from all qualified and interested candidates. Candidates are encouraged to apply early, as applications may be screened prior to the vacancy deadline. Female candidates are strongly advised to apply.  The Norwegian Refugee Council (NRC) is an independent humanitarian organisation helping people forced to flee. We work in crises across more than 31 countries, providing emergencies and long-term assistance to millions of people every year. We stand up for people forced to flee, advocating their rights. NORCAP, our global provider of expertise, helps improve international and local ability to prevent, prepare for, respond to and recover from crises. NRC also runs the Internal Displacement Monitoring Centre in Geneva, a global leader in reporting on and advocating for people displaced within their own country. Employment with NRC may lead to employment in or deployment to Regions, Countries, Areas or Offices that may be host to considerable health, safety and security risks. NRC takes this very seriously and we have procedures in place to reduce known risks, but will never be able to take away all risks. NRC is an equal opportunities employer and aims to have staffing diversity in terms of age, gender, ethnicity, nationality and physical ability.

The Norwegian Refugee Council (NRC) Geneva leads NRC’s representation with the IASC and UN agencies, and coordinates donor engagement with the UN and Swiss donors. NRC strives to assist and protect vulnerable and displaced people during crises, especially in situations of conflict. Established in 1946, NRC is an independent, humanitarian, non-profit, non-governmental organisation working in around 31 countries with approximately 14’000 staff. NRC employs a rights based approach, challenging those with responsibility to uphold the rights of displaced people set out within national and International Laws. NRC endeavors to secure the acceptance of local stakeholders for activities and is committed to the principles of humanity, neutrality, independence and impartiality.

NRC seeks to engage with all relevant actors in order to promote the full respect for the rights of displaced and vulnerable people; secure and maintain access for humanitarian operations and promote the achievement of durable solutions. NRC Geneva, with the Internal Displacement Monitoring Center (IDMC), are NRC’s primary presence in Geneva.