Tasks and responsibilities

The role is key in providing Accountability support through complaints logging, management, tracking, analysis.

Technical Assistance-Accountability and Community Feedback Mechanism

• Support the establishment of helpdesk/information table for use at the community level.
• Support the development and the entry of complaints into the LSFF Complaints database.
• Prepare Bi-weekly reports showing the various categories of complaints and the status of the complaints.
• Assist in the handling of the PRiFN and MIFA projects CRM in line international best practice and donor guidance.
• Monitor and analyse feedback received through the CFM system to identify trends, challenges, and opportunities for improvement, and report findings to relevant project teams and stakeholders.
• Provide training and capacity building to project staff, partners, and local stakeholders on accountability principles and the effective use of the CFM system. Global Alliance for Improved Nutrition
• Support and ensure quality implementation of accountability mechanisms and information provision plans.
• Ensure timely and appropriate follow-up on feedback received, including addressing concerns, sharing updates, and making necessary adjustments to project activities.

Project Coordination, planning and implementation.

• Assist in the development of monthly work-plans from the work-plans of related projects within the LSFF portfolio.
• Collaborate with project leads to ensure that community feedback informs project design, implementation, monitoring, and evaluation.
• Support inclusive participation of marginalized and vulnerable community members in project activities, decision-making processes, and feedback mechanisms.
• Asist in raising awareness about the CFM system among project stakeholders and communities, using culturally appropriate and accessible communication channels.
• Provide the Programme Monitoring and Improvement Unit with CFM data for integration into project monitoring and reporting systems.
• Contribute to project reporting by providing updates on accountability and CFM-related activities, progress, challenges, and lessons learned on PRISM, PIRS and Country SharePoint
• Support the organization in promoting accountability and learning by sharing best practices and lessons learned from the CFM system with internal and external stakeholders.

Key organisational relationships

• Reporting to Senior Project Manager, Large Scale Food Fortification (LSFF)
• GAIN Nigeria country team and GAIN HQ
• Nigeria PMI Team

JOB REQUIREMENTS

Competencies

• Ability to use initiative, prioritize, multi-task, and work well under pressure to meet deadlines.
• Clear and systematic thinking that demonstrates good judgment, expert problem solving, and creativity.
• Tech savvy- ability to address issues with trouble shooting and technology quickly.
• Ability to synthesize, present/report information to diverse audiences.
• Excellent writing and analytical skills.
• Strong communication and presentation Skills.
• Excellent ability to liaise with and manage different stakeholders.
• Demonstrate competency and past work in setting up digital infrastructure at local agencies, providing training and IT trouble shooting.

Experience

• Demonstrable working knowledge and experience of Accountability HAP Guidelines and CHS Principles within a project environment.
• Experience working with customer feedback mechanisms and troubleshooting.
• Experience managing a help desk and database management.
• Experience handling confidential information and generating complaint reports.
• Experience working with marginalized communities and their safeguarding.
• Proficiency in Microsoft office (required) and technology tools for data management. Global Alliance for Improved Nutrition
• Experience working with International Organizations (preferred)
• Background in fortification or nutrition (Desired)

Education

• Degree or equivalent in a relevant field such as IT, Gender or safeguarding studies, Human Nutrition and Business Management Other requirements
• Take on other assigned duties within the LSFF programme area and as delegated by the supervisor.
• Must be willing to travel locally within the country to LSFF programming locations as required