Complaint Response Mechanism (CRM) Assistant at Save the Children Nigeria

Save the Children is a leading international organization helping children in need around the world. First established in the UK in 1919, separate national organizations have been set up in more than twenty-eight countries, sharing the aim of improving the lives of children through education, health care and economic opportunities, as well as emergency aid in cases of natural disasters, war and conflict.In Nigeria, Save the Children has been working since 2001. The early focus was on getting children actively involved in shaping the decisions that affect their lives. Today, Save the Children is working in seven federal states - Zamfara, Yobe, Jigawa, Katsina, Kano, Bauchi and Kaduna - focusing on providing basic healthcare and protecting children.We are recruiting to fill the position below:Job Title: Complaint Response Mechanism (CRM) AssistantLocation: BornoJob Type: Full TimeRoleTo manage the CRM database ensuring proper documentation and aggregation of CRM data including complaints received, investigated and responded to as well as provide detailed summaries of complaints issues and feedback to NJR program manager.Main ResponsibilitiesThe post holder will receive a context specific ToR for each deployment, which will draw upon the responsibilities outlined below:Programme Support (typically will be at field level):Aggregate all CRM data  on the NJR into a central data baseProvide detailed summaries of complaints issues for operational meetings and forums.Identify complaint and other feedback trends which indicate where the NJR can improve.Provide ad hoc reports as requested concerning complaints and other Beneficiary feedback.Receive, investigate and respond to beneficiary complaints under the direction and supervision of NJR PMNegotiate suitable resolutions to complaints with beneficiary under the direction of the NJR PMSupport on-going monitoring and evaluation (M&E) of projects in reporting routine monitoring data against performance monitoring plans and frameworksWork with field teams to collect information on potential case studies and success storiesWith support from the Monitoring & Evaluation team support the M & E plan implementation within the NJR project, ensuring this links to reporting requirements, and capacity build technical field staff in carrying out the work.With support from the Accountability Lead ensure accountability is enforced in all project activities as well as ensuring that feedback from children and their families is considered in project design/implementationWork closely with partners and their staff to ensure project activities are implemented in time and within the stipulated quality.To ensure that the minimum standards of humanitarian relief are maintained in accordance with the Sphere Charter and Red Cross Code of Conduct.Capacity Building:Identify learning and training opportunities for partner staff and communicate this to the manager Representation & Advocacy & Organisational Learning:Ensure that Save the Children's work is coordinated with efforts of other agencies and Government, and support Interagency Coordination forums, advocating for the specific needs of children. This may involve supporting coordination working groups within the IDP camps and host communities or target project sites.Contribute to communications and media work as required through correction of data and information and sharing with the project headsGeneral:Comply with Save the Children policies and practice with respect to child protection, code of conduct, health and safety, equal opportunities and other relevant policies and procedures.Core BehavioursUnderstanding humanitarian contexts and application of humanitarian principles:Ensures that programme goals and activities uphold the principles of the key national and international humanitarian frameworks, codes and commitmentsIntegrates beneficiary accountability principles into the approachParticipates in disaster coordination mechanisms and interagency cooperationAchieving results effectively:Ensures efficient and transparent use of resources in accordance with internal controlsEstablishes staff engagement mechanisms.Addresses difficult situations and makes tough decisions confidently and calmlyConsiders the wider impact of decisions to be made in the short and long-term.Continuously provides feedback and updates to achieve improved resultsCoordinates with stakeholders to avoid duplication and maximise resourcesDocuments lessons learned and applies them to future projectsMaintaining and developing collaborative relationships:Actively listens to different perspectives and experiences of stakeholdersActively participates in networks to access and contribute to good practiceEstablishes and maintains clear communication and dialogue with disaster and conflict affected people and other stakeholdersEstablishes clear objectives with teams and individuals and monitors progress and performanceOperating safely and securely:Identifies and communicates risk and threats and minimises these for oneself and the agencyTakes measures to do no harm and to minimise risks for partners and the communitiesReduces vulnerability by complying with safety and security protocols set by the organisationDemonstrates an understanding of wider UN/NGO security coordination and how the organisation can benefit from, and contribute to, those mechanismsManaging yourself in a pressured and changing environment:Helps team members to practise stress management through prioritisation of workloads and modelling of appropriate self careRemains effective and retains perspective in the face of difficult or demanding situationsDemonstrates personal integrity by using one’s position responsibly and fairlyMaintains ethical and professional behaviour in accordance with relevant codes of conductPlans, prioritises and performs tasks well under pressureTakes responsibility for own work and for the impact of own actionsLeadership: Action; Thinking; Self; Inspiring; Developing Others:Builds own awareness of the bigger global picture by using a broad range of sources to gather dataDemonstrates managerial courage by confronting difficult situations and seeking resolution, and stating willingness to champion ideasDemonstrates approachability and trust by listening carefully to others and valuing their contribution, and making others feel comfortable by being open and honest about their thoughts and feelingsDemonstrates self-development and management by taking responsibility for own development, and actively seeking out feedback to better understand their own strengths and weaknessesMakes positive statements about workEffectively influences others by understanding their interests and showing how they will be met by own preferred solutionGives constructive feedback to enhance capabilities and responsibilities to another for the purpose of his/her development 

Apply at https://ngcareers.com/job/2018-05/complaint-response-mechanism-crm-assistant-at-save-the-children-nigeria-866/