- Role and responsibilities
The purpose of the Complaints Feedback Mechanism Assistant (CFM) is to support and contribute to the NRC Complaints and Feedback Mechanism (CFM). The Assistant will handle complaints and feedback from all stakeholders of NRC projects through NRC CFM central helpline and perform data entry of all the cases received into online CFM database, including data cleaning and analysis. Communicate rapidly the received cases with the Programme team for management and follow up, while sending a confirmation message to beneficiaries and stakeholders received resolved cases from the field and log into the database and close the feedback loop by providing response to the complainant/informant. Inform immediately the CD or RO in case of a sensitive case.
Generic responsibilities
- 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.
Specific responsibilities
- 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.
- Competencies
Competencies are important for the employee and the organisation to deliver desired results. They are relevant for all staff and are divided into the following two categories:
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.
Context related skills: knowledge and experience (shall be adapted to the specific position):
- 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.
2. Behavioural competencies
These personal qualities influence how successful people are in their job. NRC’s Competency Framework states 12 behavioural competencies and the following are essential for this position:
- Planning and delivering results
- Working with people
- Communicating with impact and respect
- Analysing
- Handling insecure environments
We offer:
- 12 months work contract renewable depending on the availability of funds
- Workplace: Yaounde with 25% travel to the field.
- Salary/Benefits: Grade 4 step 1 of the NRC Cameroon salary scale
- Desired start date: April 2023 The Norwegian Refugee Council (NRC) is an independent humanitarian organisation helping people forced to flee. We work in crises across more than 31 countries, providing emergencies and long-term assistance to millions of people every year. We stand up for people forced to flee, advocating their rights. NORCAP, our global provider of expertise, helps improve international and local ability to prevent, prepare for, respond to and recover from crises. NRC also runs the Internal Displacement Monitoring Centre in Geneva, a global leader in reporting on and advocating for people displaced within their own country. Employment with NRC may lead to employment in or deployment to Regions, Countries, Areas or Offices that may be host to considerable health, safety and security risks. NRC takes this very seriously and we have procedures in place to reduce known risks, but will never be able to take away all risks. NRC is an equal opportunities employer and aims to have staffing diversity in terms of age, gender, ethnicity, nationality and physical ability.