Complaint & Feedback Response Mechanism

General job description:

• Under the guidance and supervision of the Ethics and Compliance officer, the Complaint Feedback Response Mechanism Assistant (CFRMA) oversees and ensures 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 contributes to also improving the quality of Tdh programming through the accurate registration and timely follow-up of any feedback 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.
• The position holder will report to the Ethics and Compliance officer of the delegation. The position will support the mainstreaming standards for accountability towards the affected population within all Tdh projects.

The main tasks of this function are:

• 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 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 establishing internal systems, processes, and links with existing child safeguarding policy processes, to receive and act on all complaints and feedback including sensitive complaints, especially on child protection issues, staff misconduct, corruption, and fraud.
• 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.
• 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 2 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 that sensitive feedback and complaints are channeled through the right process immediately. (Feedback & Complaints especially on child protection issues, staff misconduct, corruption, and fraud)
• 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.
• Support the compliance department in carrying out spot checks in Field Locations
• Support the compliance department in the facilitation of trainings at project field location.
• Competencies: This position requires personal, social and leadership competencies (PSLC) and technical and methodological competencies (TMC), and managerial and strategic competencies (MSC)

In particular:

• None compromising on quality standards, Ability to work independently, as well as to provide support and advice
• Discipline, precision, transparency, and intellectual honesty
• Advocate on human rights, and motivated to improve living standards of affected populations.
• Organized and methodical in approaching work processes, Detail oriented, inquiring attitude
• Desire towards field work, and directly talking to affected communities

Evidence driven

• Ability to communicate clearly and constructively on negative and positive points
• Team spirit: ability to work closely with project teams and support team.

Analytical skills

• Results-oriented focus and problem-solving abilities
• Ability to learn from positive and negative experiences and capitalize on errors, Sound personal organisational skills, including time management, ability to meet deadlines, multi-tasking, prioritisation of tasks, and working under pressure.
• Cross cultural awareness and sensitivity.
• Tolerance and acceptance of diversity.
• Flexibility and strong adaptation skills.

Other professional skills required:

• Minimum 1-2 years' experience in similar position with another NGOs is preferred
• Knowledge of Gender & Diversity, Inclusion, child-friendly methods
• Knowledge of quality and accountability standards in the development and humanitarian sector
• Very good writing skills. Proficiency in English and Hausa language.
• Ability to relate to affected individuals and populations in a humble manner, listen and act on issues maintaining discretion.
• Ability to communicate effectively, present oneself professionally with internal & external stakeholders, write well and express technical issues in a sensitive manner.
• Community mobilization and participatory methods.
• Familiar with research methods, and stronger in quality approaches.
• Demonstrating highest level of integrity and passion for working for the rights of affected populations.
• Good communication, negotiation and conflict resolution skills, flexible world view and emotional maturity.
• Ability to work independently with little direction from others, as necessary.
• Ability to write basic reports with required graphics to highlight concerns.
• Familiar with child protection policy

Deliverables.

• Monthly CFRM update report
• High-quality onsite monitoring reports after each onsite monitoring visit.
• Monthly conversations with programme teams for capacity-building needs on CFRM processes. Monthly FGDs and Klls with beneficiaries and presentation of findings to the MEAL team
• Monthly reporting to the MEAL Department, on the overall situation of the CFRM, lessons learned and opportunities for improvement
• Development of training and awareness-raising materials for programme teams and beneficiaries as needed
• Proper management and follow-up on beneficiary complaints together with MEAL uni safeguarding unit, programme teams and coordination.

Others

• Undertakes all other duties that may be determined by the MEAL Manager that are compatible with the job.
• Maintain and ensure a culture of strict confidentiality regarding Tdh activities, beneficiaries, staff-related issues and those with third parties.

Security and Compliance:

• Ensure adherence to Tdh Security Regulations and promptly report any incidents or risks.
• Fully comply with Tdh’s Global Code of Conduct, including safeguarding policies, anti-fraud/corruption policies, and those related to the prevention of financing criminal activities. Systematically report any breaches through the whistle-blowing framework.
• Promote awareness within the Orgnization regarding abuse, violence, and related rights, respecting the rights and dignity of children, community members, and staff.
• Commit to Tdh’s risk-management policies, including the Child Safeguarding Policy, Policy on Protection against Sexual Exploitation, Directive on Staff Misconduct, Safety and Security Policy, and Anti-Fraud/Corruption policies.
• Develop a culture of open and informed leadership to reduce the risk of abuse and harm in our work with children and communities.