Complaints and Feedbacks Mechanisms Intern at Norwegian Refugee Council (NRC)
The Norwegian Refugee Council (NRC) is an independent, humanitarian, non-profit, non-governmental organisation. We provide assistance, protection and durable solutions to refugees and internally displaced persons worldwide.
What is NRC?
NRC promotes and protects the rights of refugees and people who have been displaced within their own country. We take action during situtations of armed conflict, and engage in other contextes where our competences will add value.
The majority of our 5000 staff members are national employees in NRC’s projects in around 25 countries worldwide. All our projects are supervised by the NRC Head Office in Oslo.
NRC was established in 1946 under the name Aid to Europe, to assist refugees in Europe after World War II. Today NRC is organised as an independent, private foundation. We cooperate closely with the UN and other humanitarian organisations, around the world as well as in Norway.
What does NRC do?
Programme Activities:
NRC’s main activity is the deliverance of humanitarian aid through programme activities in the field. NRC specialises in five programme areas, or core competences – Shelter, Food Security, Water, Sanitation and Hygiene (WASH), Education, and Information Counselling and Legal Aid (ICLA). The core competences are adaptive to different contexts and mutually reinforcing.Job Description
The Community Feedback Mechanism Intern provides service support to the country programme by collecting feedback from communities and reporting concerns that may arise.
The role supports the implementation of Community Feedback Mechanism activities involving community engagement and accountability, including answering NRC hotline calls, recording complaints and feedback, and documenting and sharing feedback received through the CFM Toll‑free line for swift action taking.
The position supports the monitoring and strengthening of the use of referral systems within the community and ensures confidentiality in collecting and documenting feedback from the community.
The Intern regularly updates herself/himself with NRC projects, policies and procedures, particularly in relation to complaints and feedback, and supports understanding and briefing of staff and others on NRC Nigeria CFM Accountability Mechanism.
Working closely with community leaders, beneficiaries, and the CFM team, the Intern supports routine CFM activities, community engagement meetings, participation meetings, information sharing, mobilisation of community members, and collection and upload of data from the field through CFM data tools, contributing to accountability and strengthening referral pathways.
Role and Responsibilities
Generic Responsibilities:
Adhere to NRC policies, tools, handbooks and guidelines
Assist with the implementation of the support function portfolio according to plan of action
Promote and share ideas for improvement of the support function
Promote the rights of IDPs/returnees in line with advocacy strategy
Collect CFM data and document it
Involve and inform communities and community leaders about NRCs activities to ensure accountability
Ensure confidentiality in collecting and documenting feedback from the community
Perform any other duties as requested by the Supervisor
Ability to translate English to any local languages
Ensure the monitoring and strengthening of the use of referral system within the community
Experience from working as community support staff in a humanitarian/recovery context is an added advantage.
Specific Responsibilities:
Answer NRC hotline calls and record complaints/feedback applying the templates prepared for that purpose
Document and share feedback received through the CFM Toll‑free line with the CFM Coordinator for swift action taking
Ensure confidentiality of all information received is upheld and respected
Regularly update herself/himself with NRC projects to understand thematic and operational areas
Understand well and brief staff and others on NRC Nigeria CFM Accountability Mechanism
Regularly update herself/himself with NRC policies and procedures particularly in relation to complaints and feedback
Assist in the implementation of all CFM activities involving community engagement
Establish, strengthen and maintain relations with community stakeholders, local leaders and beneficiaries
Collection and upload of data from the field through CFM data tools
Assist in mobilisation of community members through community leaders for activities
Work closely with community leaders and beneficiaries under the supervision of the CFM Officer to ensure accountability
Support routine CFM activities across all program locations
Engage with community to identify protection and accountability issues and report same for immediate and necessary action, thereby strengthening the referral pathway.
Qualifications
Professional Competencies:
Experience in facilitation for different category of people
Experience in handling phone calls with dignity and respect to callers
Previous experience working in complex and volatile context
Document results related to the position’s responsibilities
Knowledge of English and other local languages.
Context / Specific Skills, Knowledge and Experience:
Minimum qualification of Secondary School Certificate
Must have excellent interpersonal and organizational skills
Knowledge about own leadership skills/profile
Understanding of the community profile, local cultures, traditional and religious structures
Fluency in English, Hausa, and any local languages within the community
Excellent communication skills (written and oral)
Evidence of significant involvement with the communities is an added advantage.
Behavioural Competencies:
Handling insecure environment
Confidential
Integrity
Planning and delivering results
Empowering and building trust
Communicating with impact and respect
Highest standards of ethics and integrity.