Complaint and Feedback Mechanism Officer at Taimako Community Development Initiative

Taimako Community Development Initiative (TCDI) is one of the frontline National Non-governmental organizations working in Bauchi, Borno and Yobe States with over a decade experience in providing humanitarian and development services in the North East Nigeria. It has partnered with numerous government agencies, National and International NGOs as well as UN Agencies in the design, planning, implementation, and supervision of programmes and activities aimed at improving the lives of rural and urban communities.

The organization has footprints across the focal states and has been engaging with communities through its network of field workers and volunteers. TCDI was established in 2008 and registered with the Federal Government of Nigeria under the Corporate Affairs Commission (C.A.C.), Abuja on 23rd May 2014 with registration number IT/69569 and other regulatory bodies in the focal states.

We are recruiting to fill the position below:

Job Title: Complaint and Feedback Mechanism Officer

Location: Damaturu, Yobe
Employment Type: Full-time

Job Responsibilities

• Developing clear procedures, channels, and formats for submitting feedback or complaints, such as hotlines, suggestion boxes, complaint forms, or community meetings.
• Establish mechanisms for recording, tracking, and responding to complaints in a systematic and timely manner to ensure accountability and transparency in the resolution process.
• Ensure confidentiality and sensitivity in handling complaints
• Uphold the principles of confidentiality and sensitivity when handling complaints to protect the privacy and dignity of complainants.
• Establish safeguards and protocols to maintain the confidentiality of complainants identities and sensitive information throughout the complaint-handling process.
• Ensure that all staff members involved in handling complaints receive training on confidentiality protocols and adhere to ethical standards of conduct.
• Document and analyze feedback to inform project improvements.
• Document all feedback and complaints received, including details of the issue raised, the identity of the complainant (if disclosed), the date of submission, and the actions taken in response.
• Analyze feedback data to identify recurring themes, trends, and areas for improvement in project implementation or service delivery.
• Provide support and guidance to project staff on addressing complaints
• Offer guidance, training, and technical support to project staff members involved in receiving, investigating, and resolving complaints from beneficiaries.
• Develop and disseminate information about the feedback mechanism to beneficiaries.
• Ensuring that beneficiaries understand how to access the feedback mechanism, what types of issues they can raise, and what to expect in terms of response times and follow-up actions.

Requirements

• A Bachelor's Degree in a relevant field such as social sciences, international relations, development studies, or a related discipline is often required. Some positions may prefer candidates with a master's degree, especially for more senior roles.
• Strong written and verbal communication skills are essential for effectively interacting with stakeholders, documenting complaints, and providing feedback.
• Ability to assess complex situations, identify root causes of complaints, and propose solutions or improvements is crucial for success in this role.
• At least 1 year experience in relevant field.
• Fluency in English, additional fluency in Hausa and Kanuri an advantage.

Application Closing Date
24th April, 2024.