Help Desk Assistant Job Opening at Cooperazione Internazionale (COOPI)

Cooperazione Internazionale (COOPI) is an Italian humanitarian non-governmental organization that has been dedicated to alleviating global poverty and providing emergency support since its founding in Milan in 1965. For over 50 years, COOPI has worked tirelessly to improve access to healthcare, food security, and financial stability for the world’s most vulnerable populations. Through its efforts, COOPI addresses the effects of wars, civil conflicts, and natural disasters, and provides long-term solutions to break the cycle of poverty. Its operations span multiple critical sectors, including humanitarian aid, health, education, disaster risk reduction, water and sanitation, human rights, migration, and sustainable energy.

COOPI is currently seeking qualified candidates to fill the position below:

Job Title: Help Desk Assistant

Location: Yobe State, Nigeria
Employment Type: Full-time
Number of Positions: 15
Office Location: COOPI’s Local Government Area (LGA) of Implementation

Scope of the Vacancy

The Help Desk Assistant will play a key role in supporting multi-sectoral interventions aimed at internally displaced persons (IDPs) in Yobe State. The position involves managing complaint and feedback mechanisms and facilitating program implementation at the LGA level under the guidance of the Monitoring, Evaluation, Accountability, and Learning (MEAL) Officer.

The Help Desk Assistant’s responsibilities include collecting and resolving complaints, ensuring accurate registration, providing feedback to beneficiaries and non-beneficiaries, and conducting data gathering, analysis, and reporting to assist the program’s progress. This role is critical to maintaining transparency and accountability within COOPI’s operations.

Key Responsibilities

Reporting directly to the MEAL Officer and working closely with project teams, the Help Desk Assistant will:

1. Complaint and Feedback Management

   • Register complaints received from beneficiaries and non-beneficiaries at the LGA level.

   • Conduct sensitization and information-sharing sessions for beneficiaries and communities about their rights to file complaints and receive feedback.

   • Maintain an effective filing system for resolved and pending complaints, ensuring proper documentation for easy reference.

2. Communication and Collaboration

   • Work with program teams to share COOPI’s program information within LGAs and facilitate beneficiary feedback in alignment with relevant guidelines.

   • Collaborate with government agencies and humanitarian partners to ensure effective information sharing.

3. Complaint Response Mechanisms

   • Assist the program team in setting up appropriate complaint response mechanisms at the Ward and LGA levels.

   • Provide counseling and sensitization to individuals filing complaints, ensuring they understand program details and targeting criteria.

   • Deliver timely feedback to complainants, working with Community-Based Project Management Committees when necessary.

4. Reporting and Data Management

   • Gather, analyze, and report complaint data to the Accountability Officer.

   • Support in tracking key indicators and providing regular updates to the MEAL Officer.

   • Report critical issues requiring immediate action to the Protection and/or MEAL Officer.

5. Ethical Practices

   • Treat all beneficiaries with dignity, adhering to COOPI’s Code of Ethics and Conduct, the UN Convention on the Rights of the Child (UNCRC), and the UN Convention for the Elimination of Discrimination Against Women (CEDAW).

Candidate Profile

Minimum Education and Experience Requirements:

• Diploma in Sociology, Development Studies, Statistics, Demography, or a related field.

• At least two years of experience in complaint and response mechanism (CRM)-related roles with an international NGO.

Essential Skills:

• Professionalism, flexibility, cultural sensitivity, and motivation.

• Experience in data collection, collation, analysis, and report writing.

• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook).

• Strong knowledge of database-specific software.

• Excellent communication, writing, and analytical skills.

Preferred Qualifications:

• Knowledge of Hausa and Kanuri languages.

• Proficiency in managing bulk beneficiary data registers.

• Familiarity with Northeast Nigeria’s terrain and willingness to travel to remote areas with limited services.

• Proven experience in designing and leading capacity-building sessions for national teams.

Application Details

How to Apply: Interested and qualified candidates should apply by clicking the link below:

Apply Here

Application Deadline: 5th February 2025.

Important Notes

• Female candidates are strongly encouraged to apply.

• Late or incomplete submissions will not be considered.

• Only shortlisted applicants will be contacted.

• Applications will be reviewed on a rolling basis.

Priority Consideration: Local government indigenes from Fika, Fune, Yusufari, Yunusari, Geidam, and Nangere LGAs are strongly encouraged to apply.

Conclusion

Join COOPI in making a difference in the lives of vulnerable populations. Be part of a team that delivers impactful and sustainable humanitarian solutions.

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