Complaints & Feedback Officer at Plan International

Plan International is an independent development and humanitarian non-profit organisation that advances children’s rights and equality for girls. We support children’s rights from birth until they reach adulthood, and enable children to prepare for - and respond to - crises and adversity. We believe in the power and potential of every child, but know this is often suppressed by poverty, violence, exclusion and discrimination.

We are recruiting to fill the position below:

Job Title: Complaints & Feedback Officer

Location: Maiduguri, Borno

Role Purpose

• To be responsible for working with programme staffs and beneficiaries to develop structure and methods for managing the complaints and feedback in the field as well as maintaining the integrity of information received.
• This role will also involve management of Plan International CRM database by ensuring proper documentation and aggregation of CRM data including complaints received, investigated and responded to as well as providing detailed summaries of complaints and feedbacks to the programme teams during monthly and quarterly meetings/reports.

Dimensions of the Role

• Communicates widely within Plan International Nigeria across Plan International and with implementing partners.
• The post holder, with support from the M&E coordinator will ensure the collection of quality complaint and feedback across the response.  
• The post holder will interface and support programme team members, support programme coordination and policy engagement. The role requires strong facilitation and organizational skills along with the ability to analyze and communicate complex CRM system.
• Follow up on complaints received with concerned project team.
• Participate in the set up and implementation of accountability system for the response.
• Take lead in awareness about complaints and feedback to communities of intervention.
• Ensure that development of Information, Education and Communication materials on complaints and feedback are context specific, age appropriate and gender transformative.
• Take lead in regular collection of complaints and feedback, categorization and recording.

Accountabilities
Project Management:

• Provide guidance and technical support on complaints and feedback management to the humanitarian response, at all phases of projects cycle.
• Develop activity implementation plan for complaints and feedback and other M/E related activities with support from M/E Coordinator.
• Lead/organize regular monitoring visits and if required project action plans revisions and modifications.
• Ensure compliance with Core Humanitarian Standards on Quality and Accountability.
• Working with M&E Coordinator, ensure adequate data capturing of project participants.

Technical Expertise, Skills and Knowledge

• Bachelor's Degree in Management, Social Research, and Development Studies or a related field or comparable addition to 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.
• Experience in implementation of accountability and complaints reporting mechanisms in Nigeria.
• Experience in developing and/or managing complaints reporting mechanisms for food and cash transfer programs.
• Understand key concepts and commitments regarding accountability to affected populations (AAP), including Strong understanding of HAP, Do No Harm and other relevant global standards.
• Ethical, focused on treating complainants/ community fairly and culturally sensitive.
• Innovative and solutions-oriented.
• Building collaborative relationships with beneficiaries and the community.
• Proven interest & commitment to humanitarian and development principles and demonstrable understanding of conflict/post conflict development contexts.
• Sound analytical, conceptual and strategic thinking skills.
• Excellent communication skills and experience in report writing.
• Proficiency in English, Hausa and Kanuri languages both spoken and written.
• Understanding of monitoring processes, learning, adaptation and evaluation
• Qualified female candidates are strongly encouraged to apply.

Application Closing Date
13th February, 2022.