Complaint & Response Mechanism Officers at Save the Children Nigeria

Save the Children is a leading international organization helping children in need around the world. First established in the UK in 1919, separate national organizations have been set up in more than twenty-eight countries, sharing the aim of improving the lives of children through education, health care and economic opportunities, as well as emergency aid in cases of natural disasters, war and conflict.

In Nigeria, Save the Children has been working since 2001. The early focus was on getting children actively involved in shaping the decisions that affect their lives. Today, Save the Children is working in seven federal states - Zamfara, Yobe, Jigawa, Katsina, Kano, Bauchi and Kaduna - focusing on providing basic healthcare and protecting children.

We are recruiting to fill the position below:

Job Title: Complaint & Response Mechanism Officer

Location: Zamfara

Role Purpose

• The post-holder is to support the State teams in the roll out of the beneficiary complaints and response mechanism (CRM) for the CDGP and lead on the implementation and reporting of the mechanism.
• This includes developing and overseeing the effective implementation of other accountability mechanism for the program.

Key Areas of Accountability
Objective 1:Strengthen and roll out a robust and locally credible CRM in collaboration with the State teams:

• Support consultations with program staff and partners on strengthening the design of a CRM mechanism and designing other required accountability tools. These discussions will also consider sharing timely and context appropriate information for tracking and responding to complaints.
• Support on development of tools and training materials for program staff
• Lead on the coordination, planning and delivery of staff training for the implementation of the CRM
• Ensure functionality of the BRG’s (Female and Male groups) in all Traditional wards and support in Trainings/ refresher Training for these BRG’s
• Ensure effective/ timely documentation and reporting of all fraud related cases
• Build the capacity of LGA staff and CVs on fraud detection and reporting

Objective 2: Collaboration & Representation:

• Support with the identification of information sharing strategies and materials for the CRM
• Support with the development of a communication plan for beneficiaries about the CRM to be piloted during community mobilization and beneficiary targeting and enrolments
• Support with the development of a communication plan for staff on the CRM
• Support the finalization of information material and strategy for sharing information on CRM with community
• Develop system of monitoring the functionality of the CRM; ensure appropriate utilization of the CRM Data base and monthly updates are done in a timely manner.
• Design and facilitate training on CRM for seconded staff, CV’s, BRG’s and Beneficiaries and also make sure appropriate sensitization is given to all stakeholders including Traditional Ward Committees, etc.

Objective 3: Lead and Coordinate on roll out of CRM with State teams:

• The Officer will take the lead to roll out the CRM in new communities working in close collaboration with programme staff.
• Ensuring staff Competencies for implementing accountability mechanisms
• Provide support by strengthening recording and reporting tools for the CRM
• Develop a Checklist of community level activities
• Coordinate the CRM Assistants at the LGA Level and oversee the utilization of all entry points of complaints/feedback including the Hotlines, BRG’s, Seconded staff/ Field assistants, TWC’s etc

Skills & Experience

Essential:
Administrative & General Skills:

• At least 3 years of experience on community related activities
• Previous experience with other local and international NGOs
• Experience in community based programmes,
• Computer literacy (MS Word, MS Excel, MS PowerPoint)
• Fluency in English and Hausa, spoken and written
• Ability to work in partnership with government and other NGO’s staff
• Good interpersonal skills
• Ability to work within a team setting
• Independence, adaptability and flexibility
• Excellent communication skills

Desirable:

• Broad understanding of rights and development issues
• Understanding of social protection

Application Closing Date
27th April, 2016.

How to Apply
Interested and qualified candidates should:
Click here to apply online