Cooperazione Internazionale (COOPI) is recruiting for fulltime Complaints Response Mechanism (CRM) Officer.
Cooperazione Internazionale (COOPI) is an Italian humanitarian non-governmental organization founded in Milan in 1965. COOPI aims to help the world’s poorest to improve their access to healthcare, food, and financial security, and to overcome their special vulnerability to wars, civil conflicts and natural disasters. With more than 3,900 humanitarian workers employed, and an average of 180 projects per year across 25 countries throughout Africa, Latin America and the Middle East, COOPI is the biggest Italian NGO.
The Complaints Response Mechanism (CRM) Officer will provide support to COOPI programs implemented towards IDPs in NE Nigeria (FSL, nutrition & child protection) in the management of the beneficiary and stakeholders complaints and feedback mechanisms.
S/he will ensure that mechanisms are in place in all COOPI programmes to strengthen the quality and accountability of emergency response in regards to information sharing, beneficiaries’ participation, complaints and response
Main Duties / Responsibilities Under the direct supervision of the Project Manager, and in collaboration with the Field Coordinators, and other collaborators of the projects and of the Base, he/she will:
Ensure operationalization of established feedback/accountability mechanism.
Management of the hotline system for feedback mechanism
Reporting and referrals of cases reported through the CRM
Timely feedback to program teams in the field on complaints and concerns raised by communities on project activities.
Maintenance of an effective record and filing system for all complaints solved and pending issues including correspondences and other related documents for quick and easy reference.
Send recommendations and practical procedures for reviewing and resolving complaints to the Project Manager
Communicate and disseminate complaints handling procedures, policies and tools as appropriate to beneficiaries, project staff and other stakeholders.
Ensure accurate recording of all the data related to the callers in the hotline data base
Address the queries of callers based on setup hotline while respecting ethical and professional standards
Analyze data and submit internal and accurate reports to the concerned programs/projects on weekly basis
Accurately refer cases promptly internally within the departments of the COOPI
Communicate complaints handling procedures, policies and tools to beneficiaries, project staff and other stakeholders
Conduct regular spot-checks of BNF awareness on the CRM procedures
Follow-up and receive weekly feedback, and case status progress related to the internal cases referred to the programs/projects.
Profile of the Candidate (Education, Training, Competences, Skills)
Min Required Experience:
Degree/Diploma in Social Sciences
Previous experience working in humanitarian projects
Proven interest & commitment to humanitarian and development principles and a demonstrable understanding of conflict/post conflict development contexts.
Desired Competencies / Skills Essential:
1-2 years CRM related work experience with an iNGO
Experience in data collection, collation, analysis, and report writing
Fluency in English
Ability to plan and organize work and write clear and concise reports and communicate effectively (both in writing and verbally)
Proven ability to prioritize tasks and meet deadlines
Stable, moral, reliable and robust character and a good team-player
Excellent communication skills, calm, with a good sense of humour
Proven commitment to accountability practices
Excellent Microsoft Office & statistical soft wares skills (Excel, Word, Power point, SPSS, Emails, Skype, Web researchers)
Good knowledge of the intervention area/s and local context
Previous humanitarian programming experience
Knowledge of the local language (Hausa)
How to Apply Interested and qualified candidates should send their CV's (max 3 pages), Cover Letter (max 1 page) and minimum three qualified reference contacts specifying in the e-mail subject: “Application for CRM Officer in Yobe”.
Any late application or incomplete submission will not be considered and thus will be disregarded immediately.
Only shortlisted applicants will be contacted.
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