The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Background

The IRC has been present in Nigeria since 2012 when the organization responded to flooding in Kogi state. In February 2014 the IRC moved into Adamawa State in NE Nigeria to provide humanitarian interventions through a multi-sectoral, integrated approach for conflict-affected populations. IRC Nigeria now operates a country office in Abuja and field offices in Mubi and Yola of Adamawa State, Maiduguri and Monguno of Borno State, and Damaturu of Yobe State. Currently, IRC Nigeria implements programs for primary health care, nutrition, environmental health, women’s protection and empowerment, protection, child protection, education, food security & livelihoods.

Job Overview/Summary

The IRC is guided by three core principles/standards (the IRC Way); Service, Integrity and Accountability. Also, the organization is guided by the principles of the Core Humanitarian standards (CHS) as well as the Humanitarian Accountability Partnership (HAP). To uphold and ensure commitment to these principles in all its projects, IRC Nigeria operates a Community Accountability Feedback Mechanism. One of the mechanisms is to collect community feedback through toll free telephone system. Thus, the IRC would like to hire an experienced person for this job.

The purpose of the Client responsiveness assistance, in general, is to receive feedback and complaints coming from the communities where IRC is working regarding the services the organization is rendering through the various Accountability Feedback Mechanisms. The position holder will closely work with the program team especially in liaising between the community and the organization in terms of information flow from one to the other and vice versa. S/he will collect feedback coming from the community through the toll-free system as well as other feedback mechanisms and pass onto the respective sector team following the organization’s feedback mechanism information flow system or depending on the category level of the feedback, respond to the person who reported the complaint.

Key Responsibilities

Community Feedback and Accountability Mechanisms

  • Answer tool free calls, record the complaints/feedback applying the template/s prepared for the purpose.
  • Ensure confidentiality of all information received is upheld and respected.
  • Regularly update herself/himself with IRC projects to understand the areas of thematic and geographic areas of operation.
  • Understand well and brief staff and others on IRC Nigeria Community Accountability Mechanisms.
  • Regularly update herself/himself with the new policies and procedures of IRC particularly in relation to accountability.
  • Understanding of Humanitarian Accountability Partnership (HAP), Core Humanitarian Standards and other relevant global standards.
  • Respond to those like information requests or answer questions if it is within her/his mandate specified in the IRC Nigeria Community Accountability Mechanism document.
  • Summarize the information and report to the concerned body as stated in the Community Accountability Mechanism document.
  • Whenever needed and got approval from her/his supervisor, share relevant information that can be used in the new project’s designs.
  • Whenever needed, clarify the questions reported to the Complain/Feedback Analysis Committee.
  • Excellent communication skills and experience in report writing.
  • Make preliminary analysis and share the summary to the respective sector concerned staff (following the Community Accountability Mechanism);
  • Participate in lesson sharing meetings/bazars/workshops; and
  • Systematically and securely document the reports.

Hotline and Feedback Mechanism Management

  • Make sure the monthly subscription is paid on time so that the system is always up and running.
  • Maintain the telephone apparatus and make sure the batteries are always charged full.
  • Report any technical problems to her/his supervisor on time and follow up on its maintenance.
  • Design a strategy and regularly check whether all the target communities have access to the hotline service and other Feedback Mechanisms.
  • Managing suggestion boxes installed for feedback collection.
  • Devising and implementing ways of effectively communicating the Accountability Mechanisms to all project stakeholders

Capacity building and supervision:

  • Train project staff, and partners’ staff on project deliverables, especially the project result areas and indicators.
  • Support program colleagues to better understand project indicators and reporting
  • Train Research Assistants/Enumerators for field data collection.

Perform other duties assigned by the supervisor.

Perform other task-related assignments proposed by his/her supervisor/s

Job Requirements

  • Education: Minimum of a Diploma in Communication or related field.
  • Work Experience: At least one year’s handling complaint response mechanisms; experience in development work and communication is an advantage.
  • Skills & Competencies:
  • Strong data collection, analysis, and report writing skills.
  • Excellent computer skills (MS Word, Excel) and proficiency in Microsoft Outlook.
  • Good presentation and interpersonal skills; strong team player able to work with diverse groups.
  • Ability to maintain confidentiality and commitment to IRC values, grievance reporting mechanisms, and humanitarian principles.
  • Passion for humanitarian work.

Key Working Relationships

Position Reports to: Client Responsiveness and Accountability Mechanism Officer

Position directly Supervises:

Languages:  English, Hausa, Fulfulde, and Kanuri are preferred.

Computer/Other Tech Requirements: Professional competency in Microsoft Office, Particularly Word, Excel, Outlook, & PowerPoint. 

Ability to Travel: 40% of the time will be required to be spent on the field.

PROFESSIONAL STANDARDS

All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.

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