Complaints & Feedback Officer 220 views0 applications


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: Complaints & Feedback Officer

Location: Borno

Role Purpose

  • To be responsible for working with programme staffs and beneficiaries to develop structure and methods for managing the complaints and feedback in the field as well as maintaining the integrity of information received. This role will also involve management of 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 the program team during monthly and quarterly meetings/reports.

Dimension of Role

  • Communicates widely within Plan International Nigeria across Plan International and with implementing partners.
  • The post holder with support from the M&E coordinator will ensure the collection of quality complain and feedback across the response.
  • The post holder will interface and support programme team members, support programme coordination and policy engagement. The role requires strong facilitation and organisational skills along with the ability to analyse and communicate complex CRM system.

Key Roles/Responsibilities
Project Management:

  • Provide guidance and technical support to the implementing project team, in all phases of the project cycle.
  • Develop two months activity implementation plan with the project team.
  • Lead/organize regular monitor visits and if required project action plans revisions and modifications.
  • Ensure compliance with donor rules and regulations.
  • Working with M&E Coordinator, ensure adequate data capturing of project beneficiaries.

Information and Coordination:

  • Liaise and provide project updates and reports on a frequent basis and whenever required and agreed as per FAD to the line manager.
  • Organize and attend regular meetings with donor and other key stakeholders.
  • Represent Plan International Nigeria in coordination meetings (CPSS, GBVSS, etc.).

Technical Expertise, Skills and Knowledge

  • Bachelor’s degree in Management, Social Research, and Development Studies or a related field or comparable addition to experience.
  • Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
  • Minimum of 2 years proven experience in accountability especially feedback mechanisms concepts and international humanitarian quality standards.
  • Previous experience of working with NGOs.
  • Experience in implementation of accountability and complaints reporting mechanisms in Nigeria.
  • Experience in developing and/or managing complaints reporting mechanisms for food and cash transfer programs.
  • Understand key concepts and commitments regarding accountability to affected populations (AAP), including Strong understanding of HAP, Do No Harm and other relevant global standards.
  • Ethical, focused on treating complainants/ community fairly and culturally sensitive.
  • Innovative and solutions-oriented.
  • Building collaborative relationships with beneficiaries and the community.
  • Proven interest & commitment to humanitarian and development principles and demonstrable understanding of conflict/post conflict development contexts.
  • Sound analytical, conceptual and strategic thinking skills.
  • Excellent communication skills and experience in report writing.
  • Proficiency in English, Hausa and Kanuri languages both spoken and written.
  • Understanding of monitoring processes, learning, adaptation and evaluation
  • Qualified female candidates are strongly encouraged to apply.

Note: Plan International Nigeria is an equal opportunity employer and does not discriminate on the basis of race, religion, gender or disabilities. Plan International Nigeria is fully committed to child protection to prevent children from all forms of abuse. Women are strongly encouraged to apply.

More Information

  • Job City Borno
  • This job has expired!
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Plan International is an international organisation or development which works in 51 countries across Africa, the Americas, and Asia to promote the safeguarding of children.It is a nonprofit organisation and is one of the world's largest organisations based on children, it works in 58,000 communities with the help of volunteers to improve how 56 million children live. The charity also has 21 national organisations who have been given the responsibility to oversee the raising of funds and awareness in their individual countries.

The organisation puts an emphasis on communities working together in order to address the needs of children around the world. The NGO focuses on child participation, education, economic security, emergencies, health, protection, sexual health (including HIV), and water and sanitation. It provides training in disaster preparedness, response and recovery, and has worked on relief efforts in countries including Haiti, Colombia and Japan.

Plan International also sponsors the Because I Am a Girl campaign, which has published many stories focusing on the struggle of young women in the developing world.

Plan International was founded during the Spanish Civil War by British journalist John Langdon-Davies and aid worker Eric Muggeridge. When they witnessed the conflict change the lives of children, they founded ‘Foster Parents Plan for Children in Spain’, which would later change its name to Plan International. Set up in 1937, the organisation provided food, shelter and clothing to children whose lives had been destroyed by the war.

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0 USD Borno CF 3201 Abc road Fixed Term , 40 hours per week Plan International

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: Complaints & Feedback OfficerLocation: Borno
Role Purpose
  • To be responsible for working with programme staffs and beneficiaries to develop structure and methods for managing the complaints and feedback in the field as well as maintaining the integrity of information received. This role will also involve management of 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 the program team during monthly and quarterly meetings/reports.
Dimension of Role
  • Communicates widely within Plan International Nigeria across Plan International and with implementing partners.
  • The post holder with support from the M&E coordinator will ensure the collection of quality complain and feedback across the response.
  • The post holder will interface and support programme team members, support programme coordination and policy engagement. The role requires strong facilitation and organisational skills along with the ability to analyse and communicate complex CRM system.
Key Roles/Responsibilities Project Management:
  • Provide guidance and technical support to the implementing project team, in all phases of the project cycle.
  • Develop two months activity implementation plan with the project team.
  • Lead/organize regular monitor visits and if required project action plans revisions and modifications.
  • Ensure compliance with donor rules and regulations.
  • Working with M&E Coordinator, ensure adequate data capturing of project beneficiaries.
Information and Coordination:
  • Liaise and provide project updates and reports on a frequent basis and whenever required and agreed as per FAD to the line manager.
  • Organize and attend regular meetings with donor and other key stakeholders.
  • Represent Plan International Nigeria in coordination meetings (CPSS, GBVSS, etc.).
Technical Expertise, Skills and Knowledge
  • Bachelor's degree in Management, Social Research, and Development Studies or a related field or comparable addition to experience.
  • Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
  • Minimum of 2 years proven experience in accountability especially feedback mechanisms concepts and international humanitarian quality standards.
  • Previous experience of working with NGOs.
  • Experience in implementation of accountability and complaints reporting mechanisms in Nigeria.
  • Experience in developing and/or managing complaints reporting mechanisms for food and cash transfer programs.
  • Understand key concepts and commitments regarding accountability to affected populations (AAP), including Strong understanding of HAP, Do No Harm and other relevant global standards.
  • Ethical, focused on treating complainants/ community fairly and culturally sensitive.
  • Innovative and solutions-oriented.
  • Building collaborative relationships with beneficiaries and the community.
  • Proven interest & commitment to humanitarian and development principles and demonstrable understanding of conflict/post conflict development contexts.
  • Sound analytical, conceptual and strategic thinking skills.
  • Excellent communication skills and experience in report writing.
  • Proficiency in English, Hausa and Kanuri languages both spoken and written.
  • Understanding of monitoring processes, learning, adaptation and evaluation
  • Qualified female candidates are strongly encouraged to apply.

Note: Plan International Nigeria is an equal opportunity employer and does not discriminate on the basis of race, religion, gender or disabilities. Plan International Nigeria is fully committed to child protection to prevent children from all forms of abuse. Women are strongly encouraged to apply.

2020-12-01

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