Plan International recruits 01 Complaint and Feedback Mechanism Assistant
Pulka, Gwoza, Borno State, Nigeria
Humanitaire (ONG, Associations, …), Projet/programme de développement
Complaint and Feedback Mechanism Assistant
Location: Pulka and Gwoza, Nigeria
Company: Plan International
Plan International is an independent development and humanitarian non-profit organisation that advances children’s rights and equality for girls. We support children’s rights from birth until they reach adulthood, and enable children to prepare for – and respond to – crises and adversity. We believe in the power and potential of every child, but know this is often suppressed by poverty, violence, exclusion and discrimination.
Working together with children, young people, supporters and partners, we strive for a just world, tackling the root causes of the challenges girls and vulnerable children face. We have been building powerful partnerships for children for over 80 years and are now active in more than 70 countries, driving changes in practice and policy at local, national and global levels using our reach, experience and knowledge. Plan International is registered in Nigeria with the Corporate Affairs Commission.
Deadline for application submission: 30th March, 2021.
Location: Pulka and Gwoza, Borno State
Role Purpose To be responsible for set up and management of help desk during distribution and other channels feasible in area of project implementation, records feedback/complaints into CRM database by ensuring proper documentation and aggregation of CRM data including complaints received, investigated and responded to as well as providing detailed summaries of complaints issues to feedback to program team during monthly and quarterly meetings/reports.
DIMENSION OF THE ROLE
The CRM Assistant will work as part of emergency response unit in Pulka in documentation, categorization and reporting feedback/complaints.
ACCOUNTABILITIES Receive feedback/complaints from project participants and community members
Provide adequate response and referrals to complainants and feedback providersSupport the implementation of a Child friendly feedback mechanism in the community of interventionEnsure timely entry of complaints into the child friendly feedback complaint database and keep it updatedProvide detailed summaries of complaints and feedback receivedFollow up on unresolved complaints with concerned team members and ensures Negotiate suitable resolutions to complaints with feedback providers under the direction of supervisor HUMAN RESOURCE DEVELOPMENT Supports the orientation, on-going development/training and builds capacity of field level and community-based staff to ensure a high level of expertise in line with organisational requirements
LEARNING AND KNOWLEDGE MANAGEMENT Shares information within the project team about key findings and lessons learnt in a
systematic timely manner.
More specifically shares information within the project team about pre/post distribution monitoring, findings and lessons learnt in a systematic timely manner. KEY RELATIONSHIPS
Internal Livelihood and GFD Team
Pulka field staff team
External Liaises with community members ranging from women, men, girls and boys.
TECHNICAL EXPERTISE, SKILLS AND KNOWLEDGE
Qualifications and ExperienceEssential A BSc or HND in social science courses.
At least 1year practical work experience in similar role Team playerAbility to communicate in English, Hausa, and Key Pulka languageBasic programmatic and administrative skillsCommunicates clearly and effectivelyPossesses good report writing skillsPassion for learning and development.Good computer literacy skills.Ability to work with good initiative and meeting deadlinesAbility and willingness to stay at the deep field level
Desirable Good skills in documentation and reporting.
Familiarity with child safeguarding approaches and risk mitigation.Experience/understanding of Child Rights Programming and developmentEmbrace Child-centeredness, Child protection, Community participation and partnership
Manage customer relationships and service Works collaboratively as a team player, listens actively and values contributionsSelf-management and personal accountability Behaviours: Creates strong sense of purpose and commitment within own part of the team and with stakeholders
Holds self and others to account to deliver on agreed goals and standards of behaviorDemonstrates a high degree of professionalism/integrityStrategic thinking and effective contribution to own work and Organisational development.Sound judgement and decision-making in complex situationsStrong emotional intelligence including self-awareness.Leads by example to motivate high performance of othersVery strong commitment to continuous learning
PHYSICAL ENVIRONMENT Based in Pulka, Borno State
LEVEL OF CONTACT WITH CHILDREN High contact- the job responsibilities of this position require the post holder to have medium to high contact with children. It is expected that children and the vulnerable shall be protected at all times.
Plan International Nigeria is an equal opportunity employer and does not discriminate on the basis of race, religion, gender or disabilities. Plan International Nigeria is fully committed to child protection to prevent children from all forms of abuse. Women are strongly encouraged to apply.