CFM Assistant at Salient Humanitarian Organization (SHO)

Task and Responsibilities

• Supports the collection of information/data about all needs and concerns of the targeted population.
• Supports in ensuring all committee and messages related to project are gender / protection sensitive.
• Supports in ensuring complaints are properly managed (either individual or group); recorded, treated and appropriate feedback is accorded to the complainant maintaining strict protocols for confidentiality and consent.
• Ensure CFM database is forwarded to the Protection officer on monthly basis and important complaints from complaint desks reported immediately
• Refer program-specific complaints to Protection Officer for follow-up.
• Build staff awareness and commitment to a complaints mechanism, ensuring that all SOPs and SHO core policies are respected.
• Conduct routine functions for gathering community feedback, making sure that all SOPs and SHO core policies are adhered to.
• Keeping accurate records and a filing system for all complaints, resolved or unresolved, including communication.
• Establishes and manages the complaint and feedback mechanism for the WFP project
• Provides constant feedback to supervisor on progress, lesson learnt, achievements and gaps, issues and problems.
• Support to ensure complaints are closed within the appropriate timeframe including those reported from the SHO toll free line.
• Supports in contributing to the establishment and maintenance of a referral pathway, respectful of the confidentiality principle and international SOPs.
• Send comprehensive internal reports to the relevant program focal point. Depending on the severity of the complaint, the reports will either be submitted weekly or daily. If necessary, the reports would also include monthly recommendations for the project coordinator.
• Acts as focal point for the identification and referral of extremely vulnerable Individuals and People with Specific protection Needs for adequate assistance according to SHO pre-defined criteria.
• Follow-up and receive weekly feedback, and case status progress related to the internal cases referred to the projects. Ensure all documents and actions taken are documented, and feedback is given back to the beneficiary
• Liaise with local authorities and community leaders to support the resolution of complaints
• Perform other duties and responsibilities as required that may be assigned from time by supervisors

Essential Knowledge and Skills

• Bachelor's Degree in Management, Social Research, Development Studies or a related field or comparable addition to experience.
• Experience in implementation of accountability and complaints reporting mechanisms in Nigeria.
• Understanding local dialects English, Kanuri, Shuwa and Hausa.
• Experience in developing and/or managing complaints reporting mechanisms for food and cash transfer programs

Preferred Experience:

• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Minimum of 2 years proven experience in accountability especially feedback mechanisms concepts and international humanitarian quality standards.
• Previous experience of working with NGOs
• Understand key concepts and commitments regarding accountability to affected populations (AAP), including Strong understanding of HAP, Do No Harm and other relevant global standards
• Proficiency in English, Hausa and Kanuri languages both spoken and written
• Excellent communication skills and experience in report writing.
• Proven interest & commitment to humanitarian and development principles and demonstrable understanding of conflict/post conflict development contexts
• Understanding of monitoring processes, learning, adaptation and evaluation
• Sound analytical, conceptual and strategic thinking skills
• Ethical, focused on treating complainants/ community fairly and culturally sensitive.
• Innovative and solutions-oriented.
• Previous experience with GFD, BSFP and Cash Programming for Protection.

Brief Condition

• Salient reserves the right to close the application before deadline, if the required number of candidates is attained.
• Candidates will be responsible for his/her own travel, accommodation and feeding during the recruitment process;