Position Summary
Under the guidance and supervision of the MEAL Officer, the Complaint Feedback Response Mechanism Assis-tant (CFRMA) will oversee and ensure consistent systematic receipt, processing and response to community feedback and complaints that flow through various feedback mechanisms such as hotlines, help desk, suggestion boxes, outreach, and other activities within the scope of the Tdh Nigeria programs. The CFRMA also contributes to improving the quality of Tdh programming through the accurate registration and timely follow up of any feed-back and complaints about Tdh's activities/staff and contributes to the development of appropriate messaging and communication strategies. Thus, the CFRMA is the first point of contact for beneficiaries who need to give feedback or raise complaints. As such, he/she will need to be neutral and establish the mechanisms attitude, that based on the highest integrity which beneficiaries will trust.
Key Responsibilities
Technical Responsibilities support :
Support the MEAL department in managing the Feedback, complaints & response channels and ensure they are functional continuously and reach out to all groups within the affected population.
With the support from the MEAL department/safeguarding unit, ensure that these channels/outlets, are age, gender, disability, and ethnicity appropriate.
With the Support of the MEAL department, the accountability assistant with function as part of the establish internal systems, processes, and links with existing child safeguarding policy process, to receive and act on all complaints and feedback including sensitive complaints, especially on child protection issues, staff misconduct, corruption, and frauds
Operationalize the Learning Plan by facilitating reflection sessions with program teams to discuss findings from the M&E reports, ensuring that data-driven evidence is used to improve project implementation
Technical Support:
Support the MEAL Department, to assess communities' preferred communication means to formulate feedback / complaints with Tdh and he or she needs be proactive about these.
Support the MEAL Department, in ensuring the complaint feedback and response mechanism (CFRM) offers as many communications means as possible, while taking into account the specificities of the local context and culture, as well as the type and resources of the project, beneficiaries' specificities (specifically with children), vulnerabilities and preferences, etc.; thus, it's expect for he or she to always systematically evaluate Tdh project area for means/outlets of complaints/feedback available.
Conduct field visits throughout the project cycle, to spread awareness about the CFRM to beneficiaries and non-beneficiaries, as well as local authorities and stakeholders in Tdh's areas of implementation.
With support of the MEAL department, coordinate to develop clear CFRM IEC materials in a language and visual format that can be widely understood (including people with low levels of literacy) and children freely format.
Answer/Listen, process, and respond to feedbacks/complaints and guide beneficiaries that seek help through hotlines and other CFRMs outlets.
Ensure that up-to-date programming & other relevant information is available and shared with people in need through hotlines, helpdesk, outreach, and other information-sharing platforms.
Ensure that all complaints are channeled internally to the appropriate department, for review and keep follow-up for response within 3 weeks, with beneficiary satisfaction feedback recorded.
Follow up in a constructive and proactive manner on pending complaints with relevant persons responsible for complaint follow-up and verify that all complaints are adequately and comprehensively addressed.
Ensure a proper filling system for all the complaints and feedback received through the different CFRM.
Ensure that sensitive feedback and complaints are channeled through the right process immediately. (Feedback & Complaints especially on child protection issues, staff misconduct, corruption, and fraud)
Ensure that all CFRM systems are functional and can retain confidentiality of the people who provide feedback or complaints by regular physical verifications and by other means appropriate and approved.
Ensure that the supplies / resources are available for the different CFRM outlets to function without interruption. (Printed forms, secured suggestion boxes, mobile credit, mobile units, etc.)
With the Support of the MEAL department, ensure that staff, manning all the different CFRM outlets or program staffs involve are well trained on the operations of the systems, humanitarian standards & principles.
Be constructive and proactive to ensure that daily, weekly, and monthly CFRM reports are prepared and share with the supervisor within the month.
Also be proactive to provide regular and timely updates on progress and challenges to line manager.
With the support of the MEAL department, at relevant frequency, assess communities' feedback and satisfaction on the CFRM, and support to incorporate findings into revised approaches.
Qualifications and Experience
Diploma or Bachelor's degree in a relevant field.
1 - 2 years' experience with an NGO or humanitarian organisation.
Experience in accountability, MEAL, or community engagement is an advantage
Very good writing skills. Proficiency in English and in local language.
Core Competencies
Strong communication and interpersonal skills.
Knowledge of Accountability to Affected Populations (AAP).
Ability to work respectfully with conflict-affected communities.
Additional Requirements
Adherence to Tdh Code of Conduct, Child Safeguarding, and PSEA policies.
Compliance with Tdh administrative and security procedures.
Previous experience in Northeast Nigeria is an advantage.
This Job Description is not exhaustive and may evolve according to project needs.
Equal Opportunity Statement
Terre des hommes - Nigeria is an equal opportunity employer. Qualified applicants are considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.