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The International Rescue Committee (IRC) is a global humanitarian aid, relief and development nongovernmental organization. Founded in 1933 at the request of Albert Einstein, the IRC offers emergency aid and long-term assistance to refugees and those displaced by war, persecution or natural disaster. The IRC is currently working in over 40 countries and 22 U...
Sector: Monitoring & Evaluation
Employment Category: Regular
Employment Type: Full-Time
Open to Expatriates: No
Location: Maiduguri, Nigeria
Job Overview/Summary:
The IRC is guided by three core principles/standards (the IRC Way); Service, Integrity and Accountability. Also, the organization is guided by the principles of the Core Humanitarian standards (CHS) as well as the Humanitarian Accountability Partnership (HAP).To uphold and ensure commitment to these principles in all its projects, IRC Nigeria operates a Community Accountability Feedback Mechanism. One of the mechanism is to collect community’s feedback through toll free telephone system. Thus the IRC would like to hire an experienced person for this job.
The purpose of the Client responsiveness assistance, in general, is to receive feedback and complaints coming from the communities where IRC is working regarding the services the organization is rendering through the various Accountability Feedback Mechanisms. The position holder will closely work with the program team specially in liaising between the community and the organization in terms of information flow from one to the other and vise-versa. S/he will collect feedback coming from the community through the toll free system as well as other feedback mechanisms and pass onto the respective sector team following the organization’s feedback mechanism information flow system or depending the category level of the feedback, respond to the person who reported the complaint.
Major Responsibilities:
A. Collect feedback from communities and report to the concerned body
B. Managing/Maintain the hotline services and other Accountability Mechanisms
C. Perform other duties assigned by the supervisor (----% of time)
Key Working Relationships:
Internal:
External:
Qualifications
Education: A minimum of Diploma in communication or any sector or sub-sector related field
Work Experience: At least one year experience working in handling complaint response mechanism preferred
Demonstrated Skills and Competencies:
Language Skills: Must be able to communicate and write in English, Hausa and Kanuri is a MUST.
The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.
IRC et les employés de IRC doivent adhérer aux valeurs et principes contenus dans le IRC WAY (normes de conduite professionnelle). Ce sont l’Intégrité, le Service, et la Responsabilité. En conformité avec ces valeurs, IRC opère et fait respecter les politiques sur la protection des bénéficiaires contre l’exploitation et les abus, la protection de l’enfant, le harcèlement sur les lieux de travail, l’intégrité financière, et les représailles.
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