COOPI in NigeriaCOOPI started its operations in North-East Nigeria in July 2014 to carry out a rapid evaluation of the most relevant constraints suffered by the Internally Displaced People (IDPs) displaced by the food crisis and the Boko Haram insurgency in the Lake Chad Basin.The COOPI Nigeria Field Office is located in Potiskum, Yobe State, in order to cover five LGAs in Yobe State and to provide direct assistance to the IDPs and their hosting communities, through a multi-sectorial programme covering Food Security, Nutrition and Child Protection interventions. COOPI’s capacity to respond to the humanitarian situation in the country is confirmed by its experience in providing humanitarian aid in more than 24 other Countries around the World, in over 50 years of operations.Scope of the VacancyThe Complaints Response Mechanism (CRM) Officer will provide support to COOPI programs implemented towards IDPs in NE Nigeria (FSL, nutrition & child protection) in the management of the beneficiary and stakeholders complaints and feedback mechanisms. S/he will ensure that mechanisms are in place in all COOPI programmes to strengthen the quality and accountability of emergency response in regards to information sharing, beneficiaries’ participation, complaints and responseMain Duties / ResponsibilitiesUnder the direct supervision of the Project Manager, and in collaboration with the Field Coordinators, and other collaborators of the projects and of the Base, 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 COOPI
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)Minimum Requirements:
Degree/Diploma in Social Sciences
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:Essential
1-2 years CRM related work experience with an iNGO
Experience in data collection, collation, analysis, and report writing
Fluency in English
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 humour
Proven commitment to accountability practices
Excellent Microsoft Office & statistical soft wares skills (Excel, Word, Power point, SPSS, Emails, Skype, Web researchers)
Preferred
Good knowledge of the intervention area/s and local context
Previous humanitarian programming experience
Knowledge of the local language (Hausa)
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E-mail applications inclusive of:Application should be submitted specifying the job title and location in the e-mail subject:Please note that any late application or incomplete submission will not be considered and thus will be disregarded immediately. Only shortlisted applicants will be contacted.
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