Plan International is an independent development and humanitarian non-profit organisation that advances children’s rights and equality for girls. We support children’s rights from birth until they reach adulthood, and enable children to prepare for – and respond to – crises and adversity. We believe in the power and potential of every child, but know this is often suppressed by poverty, violence, exclusion and discrimination.

We are recruiting to fill the position below:

Job Title: Complaint and Response Mechanism Assistant

Location: Gwoza, Borno

Role Purpose

• To be responsible for set up and management of help desk during distribution and other channels feasible in area of project implementation, records feedback/complaints into CRM database by ensuring proper documentation and aggregation of CRM data including complaints received, investigated and responded to as well as providing detailed summaries of complaints issues to feedback to program team during monthly and quarterly meetings/reports.

Dimensions of the Role:

• The CRM Assistant will work as part of emergency response unit in Gwoza in documentation, categorization and reporting feedback/complaints.

Accountabilities:

• Receive feedback/complaints from project participants and community members
• Provide adequate response and referrals to complainants and feedback providers
• Support the implementation of a Child friendly feedback mechanism in the community of intervention
• Ensure timely entry of complaints into the child friendly feedback complaint database and keep it updated
• Provide detailed summaries of complaints and feedback received
• Follow up on unresolved complaints with concerned team members and ensures
• Negotiate suitable resolutions to complaints with feedback providers under the direction of supervisor.

Technical Expertise, Skills and Knowledge
Essential:

• Bachelor’s Degree or equivalent preferably in Social Sciences, Development Studies, Nutrition, Agriculture or other relevant discipline and evidence of NYSC discharge certificate.

Desirable:

• Managing UNWFP-funded projects is preferable.
• Experience in working “In-kind Distributions” projects is preferable.
• Strong communication skills: oral, written and presentation skills.
• Strong leadership, team building, conflict resolution and ability to deliver PLAN’s strategic objectives.
• Extremely flexible, and have the ability to cope with stressful situations
• Facilitate the development and scheduling of volunteer outreach activities.

Skills & Knowledge:

• At least 1 year practical work experience in similar role.
• Team player
• Ability to communicate in English, Hausa, and Key Gwoza language
• Basic programmatic and administrative skills
• Communicates clearly and effectively
• Possesses good report writing skills
• Passion for learning and development.
• Good computer literacy skills.
• Ability to work with good initiative and meeting deadlines
• Ability and willingness to stay at the deep field level.

Application Closing Date
18th February, 2022.