Project Assistant -Feedback Desk (Nigerian National Only)

Borno, Nigeria (On-site) Be the First to Apply

Job Description

About CRS  

Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States. CRS works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion or nationality. CRSâ relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance and peacebuilding. 

About CRS Nigeria

CRS has been supporting program activities in Nigeria for over 30 years and has long-standing relationships with Church and non-Church partners and communities throughout the country. The Nigeria country program has a diverse funding base with projects in health, nutrition, food security and agricultural livelihoods, microfinance (SILC), emergency response and peacebuilding. CRS/Nigeria currently has over 210 national and 8 international staff. With an FY22 annual budget of over USD $100 million, coupled with strong donor interest in supporting CRSâ work in the country, significant growth opportunities exist for the CP. The CP has been supporting emergency activities in the NE states since 2015 with offices in Damaturu, Maiduguri and Yola. 

About project IMPROVED ALERTS

CRS seeks to continue working in Gubio, Kaga and Magumeri, leveraging the experiences and gains of CRII in targeting vulnerable HH to address the multi-faceted and inter-sectoral drivers of food insecurity and poor nutrition through the integration of food security, WASH, and nutrition interventions. This program will provide timely support to vulnerable HHs affected by the ongoing conflict in NE Nigeria that will save lives and restore dignity.

Job Summary

You will provide service in the day-to-day delivery of responsive, effective and efficient project administrative activities in support of CRSâs mission to serve the poor and vulnerable. You will provide consistent and high-quality service and contribute to the proper stewardship of project resources to help ensure high-quality programming. The role of the Feedback Desk Assistant is to ensure that all the calls, messages and in person visitors related to feedback are timely and formally attended to, logged and reported. The position will assist the Feedback Desk Officer by providing necessary information and reports on feedback received and action taken. The position will keep proper notes, records and use predefined templates as provided by MEAL unit for the purpose.

Roles and Key Responsibilities:  

Serve as an assistant custodian of the feedback hotline and email. Assist in maintaining proper and accurate feedback records and call register. Strictly adhere to the standard operating procedures for handling sensitive and non-sensitive feedback and complaints. Submit records and registers regularly and on time. Assist Feedback Desk Officer in communications with complainant/feedback providers on follow-up, further inquiries and responses in the relevant local languages. Assist in follow-up with programs on the actioning and resolution of feedback and complaints and ensure that the feedback loop is closed. Assist documentation process for incoming and outgoing calls/SMS through hotline and support formalities required for billing process. Assist in managing a central database to consolidate records and log-sheets on feedback and complaints received from the field in a timely and regular manner. Support in providing all technical support to the project accountability focal points relating to the receipt and actioning of feedback and/or the response to feedback provider.

Required Languages - English, Hausa, & Kanuri 
Travel - Position is office based in Maiduguri, Borno State, with occasional visits to project sites in neighboring Local Government Areas (<10% of time) 

Knowledge, Skills and Abilities   

Good time management skills with the ability to work on multiple tasks. Strong customer service orientation with good communication and interpersonal skills Proactive, resourceful, solutions oriented and results oriented. Ability to maintain confidentiality and privacy. Demonstrated commitment to gender-responsive and safe/dignified programming. Understanding of NGOsâ and other entities responsibility to protect beneficiaries from sexual exploitation and abuse. Able to interact in a mature, professional, and friendly manner with local and international colleagues of differing religious and cultural backgrounds.

Supervisory Responsibilities (if none, state none)  

Key Working Relationships:   

Internal - MEAL Coordinator; Emergency MEAL Coordinator; Feedback Desk Officer, Accountability Staff and Accountability Focal Points; Operations and Program staff. 

External - Partners, Vendors, Beneficiaries, Other community members, Visitors 

Qualifications

Basic Qualifications  

High School Diploma required. First Degree/Higher National Diploma in Social or Management Sciences a plus. Minimum of 2 yearsâ experience working in an office environment in a clerical or administrative role. Experience with a local or international NGO a plus. Strong administrative experience, including typing/word processing, data entry into online databases and forms, and working with various office equipment. Experience in MS Office Package (Excel, Word, PowerPoint) and information management systems. 

Agency-wide Competencies (for all CRS Staff)   

Agency competencies clarify expected behaviors and attitudes for all staff. When demonstrated, they create an engaging workplace, help staff achieve their best, and help CRS achieve agency goals. These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.

Personal Accountability â Consistently takes responsibility for oneâs own actions. Acts with Integrity - Consistently models values aligned with CRS Guiding Principles and mission. Is considered honest. Builds and Maintains Trust - Shows consistency between words and actions. Collaborates with Others â Works effectively in intercultural and diverse teams. Open to Learn â Seeks out experiences that may change perspective or provide an opportunity to learn new things.

  Agency Leadership Competencies:

Lead Change â Continually looks for ways to improve the agency through a culture of agility, openness, and innovation. Develops and Recognizes Others â Builds the capacity of staff to reach their full potential and enhance team and agency performance. Strategic Mindset â Understands role in translating, communicating, and implementing agency strategy and team priorities.

***Our Catholic identity is at the heart of our mission and operations. Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need. 

Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.

Note : All positions requiring residence or frequent travel outside their home country must undergo and clear a pre-employment medical examination.

CRS' talent acquisition procedures reflect our commitment to safeguarding the rights and dignity of all people - especially children and vulnerable adults - to live free from abuse and harm.

CRS is an Equal Opportunity Employer 

About Us

Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States. CRS works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion or nationality. CRSâ relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance and peacebuilding.

About the Team

CRS' talent acquisition procedures reflect our commitment to safeguarding the rights and dignity of all people - especially children and vulnerable adults - to live free from abuse and harm.

CRS welcomes candidates from the countries and regions in which we work. In the event the successful candidate is an expatriate or global telecommuter, the anticipated duration of the assignment is informed by a term limit, based on the type and level of the job and the needs of the agency.

CRS is an Equal Opportunity Employer

Job Info

Job Identification3000907 Job CategoryProgram Management Posting Date09/07/2023, 07:18 AM Apply Before09/20/2023, 07:59 PM Job ShiftDay Locations House 7, No1 Dipcharima Road, Old GRA, Maiduguri, Borno State, Nigeria, Maiduguri, Borno, NG (On-site)

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