Job Title : Complaint Feedback & Protection Assistant
Locations : Yunusari, Yusufari and Nguru - Yobe
Position Type : Regular
Supervisor : Complaint Feedback & Protection Officer
This position will mainly assist in strengthening the accountability system in the organization especially the distribution activities going on in the Northeast including managing day to day accountability feedback that includes handling of complaints and compliments as received from a range of stakeholders such as program participants;
he / she will also support the other CARE cash based intervention projects.
Responsibilities and Tasks
Ensure complaints are recorded carefully during CARE activities and submitted on time.
Provide training to community volunteers on best practices during program implementation.
Provide support to maintain high quality program inputs and outputs in the Protection / GBV in program implementation
Provide support to new program development, including assistance in conducting assessments, etc.
Assist program Officer to ensure that all programs are gender-sensitive
Collect data and figures from field team and compile and submit monthly quarterly and annual reports of ongoing projects.
Supervise GBV and protection related field activities (Current & future) under the directions of Gender & Protection Manager.
Assign tasks & duties to Protection / GBV field staff regarding monthly work plans.
Manage and assist in implementation of work plans for GBV and protection related activities in coordination with the Gender and protection Officer.
Ensure proper documentation of Protection / GBV activities.
Prepare reports on GBV / Protection activities.
Attend any meeting / training / workshop / conference as suggested by the Supervisor / manager.
Contribute practically and by bringing new ideas for improvement of service delivery at field.
Contacting program participants and stakeholders to collect feedback on project activities.
Help with field data entry and management of database on complaints response mechanism.
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 management.
Communicate and disseminate complaints handling procedures, policies and tools as appropriate to program participants, project staff and other stakeholders.
Ensure compliance to all CARE and donor policies as well as program procedures and guidelines.
Perform other duties as will be assigned.
Qualifications / Education
Degree / Diploma in Social Sciences or Humanities
Proven interest & commitment to humanitarian and development principles and a demonstrable understanding of conflict / post conflict development contexts.
Post graduate degree in a related field.
Experience : Required :
At least 1-2 years’ experience in Nutrition, Biology, Public Health, Nursing or food aid support.
A good experience in supervision is required.
Experience with survey methodologies, nutrition assessment and relevant data analysis
Previous experience working with an INGO or a Development organization.
Experience in data collection, collation, analysis, and report writing
Ability to plan and organize work and write clear and concise reports and communicate effectively (both in writing and verbally)
Commitment to CARE’s Core Values of Transformation, Integrity, Diversity, Excellence and Equality
Proven ability to prioritize tasks and meet deadlines
Stable, moral, reliable and robust character and a good team-player
Excellent communication skills
Proven commitment to accountability practices
Excellent Microsoft Office & statistical soft wares skills
Good knowledge of the intervention area / s and local context
Previous humanitarian programming experience
Knowledge of the local language (Hausa, Kanuri)
Strong level of autonomy to provide independent follow through on processing issues and concerns
Excellent planning, organizational and time management skills
Strong team player
Strong problem solving, analytical, operational, and coordinating abilities
Good interpersonal, oral and written communication and presentation skills
Strong customer service focus and ability to work well with people from various backgrounds and cultures at all levels in organization.