Complaints and Feedback Mechanism Technical Assistant – Yaoundé
NRC Cameroun - Norvegian Refugee Council
Yaoundé, Centre, Cameroon
·04 Mar. 2023
·Temporaire / CDD
·Humanitaire
·Autres
- Adherence to NRC policies, guidance, and procedures
- Support programme staff in planning for and executing CFM, including, data collection methodology and tools and data management.
- Adequately communicate and share general information about NRC’s operation in Cameroon.
- Implement activities in accordance with CFM procedures and the supervisor's guidelines
- Responsible to fulfil requirements of Humanitarian Accountability Partnership (HAP) standards especially regarding information sharing, beneficiaries’ participation, complaints, and response mechanism
- Use initiative in day-to-day problem solving in line with agreed procedures, priorities, and standards for the area of work
- Handle sensitive and non-sensitive complaints and feedback calls, and actively promote accountability and PSEA (Prevention of Sexual Exploitation and Abuse) standards and principles.
- Provide support to the review and development of CFM systems and tools, in collaboration with M&E Coordinator and program teams.
- Translation of the CFM communication materials in collaboration with the Communication Coordinator and other tools as per need.
- Responsible for receiving and responding to the beneficiaries’ cases (complaints and feedback) from all NRC projects interventions through CFM central helpline channel.
- Communicate and disseminate complaints handling procedures, policies, and tools as appropriate to project participants and other stakeholders.
- Ensure key information reaches projects participants using several methods (leaflets, orientation, and help desk)
- Receive and respond to beneficiary feedback and complaints and guide beneficiaries seeking help through hotline and in person channels of complaints and feedback mechanisms.
- Log and create cases in the online database, along with key beneficiary identification data, and data relating to the nature of the call.
- Confirm the cases and share the cases unique reference number, to external stakeholders, beneficiaries who reported any case through any channel of the CFM channels.
- Convey the response or result of the cases to external stakeholders, beneficiaries once relevant team provides their response to referred case.
- Support field M&E teams to establish a help desk/information table during distributions to the community members to answer beneficiary comments/questions.
- Respond to pending issues, provide support as needed, and communicate progress back to beneficiaries.
- Develop knowledge of NRC’s core competency in order to most effectively attend to callers.
- Maintain the helpline database, compiling, revising and cleaning of entered data.
- Perform any other task given by supervisor.
- Share regular reports of received calls with program Focal Points in the areas, and perform follow-up as needed to ensure proper handling of cases.
- Update the Program’s FAQs document as needed to ensure up-to-date information is given to users.
1. Professional competencies
These skills, knowledge and experience are important for effective performance.Generic professional competencies for this position:
- Bachelor’s degree in monitoring and evaluation, social studies, development studies, Modern Literature) with an active professional experience in monitoring and evaluation, CFM or call center, preferably under emergency or post-conflict setting.
- Knowledge and experience community communication, sensitization, handling beneficiary complaints and feedback through hotline.
- Previous experience from working in complex and volatile context
- Oral and written English, French communication skills.
- Oral skills in Fulfulde and pidgin English will be a major asset
- Analytic and computer skills, including MS Office (Word, Excel, Outlook, PowerPoint, Access)
- Understanding of data and information needs for program management and decision making
- Knowledge of humanitarian principles.
- Good communication and interpersonal skills
- Strong organisational and team working skills
- Good cultural awareness and sensitivity
- Highly approachable, trustworthy, and confidential
- Knowledge of the NGO operations and the dynamics of the humanitarian sector is a plus
- Knowledge of the humanitarian, social, cultural, economic and legal context of Cameroon.
- Knowledge of Education, Food Security and Livelihoods, Civil Documentation, Housing, Land and Property, Shelter, WASH and Protection programmes would be an asset.