Action Against Hunger works to save lives by combating hunger and diseases that threaten the lives of vulnerable communities, through nutrition, food security, water and sanitation, health and advocacy.
Title : Complaints Response Mechanism Assistant
Location : Damasak, Borno State
Start date : as soon as possible
Direct Line Manager : Monitoring and Evaluation Officer
Support the establishment and management of the Complaint Response Mechanism for all ACF projects
Tasks and Responsibilities
Support the Accountability Officer in setting up the different Complaints Response Mechanism in relevant project locations
Respond to enquiries from program beneficiaries
Refer program specific complaints to CRM focal points
Ensure confidentiality of complaint data is respected
Ensure regular maintenance of complaints and feedback database / information system, and ensure information is shared on a regular basis
Support the M&E and Program teams in activity implementation, to ensure beneficiary access to CRM channels (feedback days, complaints booths, field visits...)
Address the queries of callers using setup hotline while respecting ethical and professional behaviour in accordance with the ACF standard operating procedures and HAP guidelines
Provide accurate information related to the subject callers matter and other related ongoing activities when possible
Refer sensitive complaints to relevant personnel within ACF senior management team
Lodge all feedback, complaints and response in the CRM database
Support to ensure complaints are closed within the appropriate timeframe
Ensure CRM database is forwarded to the CRM officer on a monthly basis and important complaints on the toll-free line reported immediately
Ensure accurate recording of all the data related to the callers in the hotline data base and understand Action Against Hunger programs / projects
Reporting and Referrals
Tasks and Responsibilities
Submit internal, and accurate reports to the concerned programs / projects. The reports will be submitted weekly, or daily according to the urgency of the call;
include monthly recommendations, if needed, to projects / programs and program managers as received.
Accurately refer cases internally within the departments of the ACF - with the support of the Accountability officer - following the standard operating procedures set for the referral system within the base
Follow-up and receive weekly feedback, and case status progress related to the internal cases referred to the programs / projects.
Ensure all documents and actions taken are documented, and feedback is given back to the caller.
INTERNAL & EXTERNAL RELATIONSHIP
Accountability officer : Technical hierarchical relationship - exchange of information, collaboration, coordination
Project Manager : Operational hierarchical relationship- exchange of information, reporting, collaboration, coordination
Project Officers : Ensure exchange of information, collaboration and coordination.
M&E Field Assistants : Manage M&E Field Assistants to ensure exchange of information, collaboration and coordination.
Other Action Against Hunger M&E staff : exchange of information, collaboration and coordination.
Bachelor degree in management, social research, development studies or a related field
At least with 1-year relevant experience in developing and maintaining accountability and learning activities.
Strong understanding of HAP, Do No Harm and other relevant global standards
Experience of carrying out design and implementation of accountability and complaints reporting mechanisms in Nigeria.
Experience of developing and / or managing complaints reporting mechanisms for cash transfer Programme
Demonstrated knowledge of accountability especially feedback mechanisms concepts and international humanitarian quality standards
Ethical, focused on treating complainants / community fairly and culturally sensitive
Excellent computer skills especially developing databases
Excellent verbal and written communication skills in local languages (Hausa, Kanuri, Fulaniâ€ )
Sound analytical and conceptual skills
Excellent communication skills and experience in report writing
Commitment to ACF mission, values and Policy
Previous experience in handling feedback mechanism
Previous experience of working with NGOs
Proven interest & commitment to humanitarian and development principles and demonstrable understanding of conflict / post conflict development contexts.
The deadline for this position is Monday, April 22, 2019.
Qualified women are strongly encouraged to apply.