Complaints Response Mechanism (CRM) Officer

Cooperazione Internazionale (COOPI)
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Job Description

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.

We are recruiting to fill the position below:

Job Title: Complaints Response Mechanism (CRM) Officer

Location: Yobe

Scope of the Vacancy

  • 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)

    Job Requirements
    Minimum years of experience


    Other Requirements

    Minimum Requirements

    • 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

    • 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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    Job Summary
    June 29, 2017
    Offer Type
    Minimum of 1years
    Salary Range
    N0.00 - N0.00K
    November 30, 1899
    NGO / Community Services
    NGO / International Agencies
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