Complaints Response Mechanism Officer - Accountability
Action Against Hunger | ACF-International
6d ago
source : myJobmag
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    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.

    Location : Damaturu, Yobe

    Job Summary

    This position is temporary for 4 months and is be based in Damaturu, Yobe and reports directly to the Deputy Monitoring and Evaluation Manager.

    The Monitoring and Evaluation Officer is responsible for leading data gathering, collation and reporting activities to ensure the quality and accountability of the programs implemented by Action Against Hunger in Northern Nigeria.

    Task and Responsibilities

    Develop and update / pre-test quality assurance checklist tools for M&E team in collaboration with the project team.Develop and implement clear and practical M&E plans ensuring that program indicators, monitoring formats, databases, data analysis, and reporting are maintained and harmonized.

    Track the progress of key indicators and provide timely reports.Provide support to the review and development of M&E systems for new projects.

    Facilitate the use of mobile data collection by leading on the process and troubleshooting.Ensure timely and quality data collection, inclusive of needs assessments, household registration, baseline / endline surveys, PDMs, KAP surveys, and others.

    Support program team to ensure quantitative APRs are updated based on activities accomplished for the month.Lead on the implementation of qualitative and participatory tools, including focus group discussions and key informant interviews to collect data from various groups in the community.

    Position Requirements

    A degree in a related field.Minimum of 2 years' experience in the Monitoring, Evaluation and Accountability within the humanitarian sector.

    Proven ability to translate evaluated results into learning strategies.Excellent computer skills, particularly with Microsoft Excel, spreadsheets, Sphere standard and other statistical packages.

    Experience in designing and leading internal and external evaluation as well as capacity building and training.Familiarity with Management Information Systems and Geographic Information System.

    Demonstrated knowledge of M&E concepts and international humanitarian quality standards.

    Location : Damaturu, Yobe

    Job Summary

    The position is based in Damaturu, Yobe State and reports directly to the Deputy Monitoring and Evaluation Manager.The CRM Officer is responsible for ensuring mechanisms are in place in all Action Against Hunger programs to strengthen the quality and accountability of emergency response as well as upholding the organisation's commitment towards Humanitarian Accountability Partnership (HAP) standards especially in regards to information sharing, beneficiaries’ participation, complaints and response mechanism.

    Task and Responsibilities

    Receive complaints and feedback via the CRM toll free line.Build staff awareness and commitment to a complaints mechanism, ensuring that all SOPs and Action Against Hunger core values are respected.

    Train M&E Field assistants and CRM assistants to carry out regular community feedback functions, ensuring that all SOPs and ACF core policies are respected.

    Maintenance of an effective record and filing system for all complaints solved and pending issues including correspondences.

    Compile data and submit internal and accurate reports to the concerned programs / projects on weekly basis.Ensure confidentiality of complaint data is respected.

    Manage beneficiary and stakeholders’ complaints and feedback mechanisms.Liaise with local authorities and community leaders to support the resolution of complaints.

    Position Requirements

    Bachelor's degree in Management, Social Research, Development Studies or a related field.Minimum of 2 years proven experience in accountability especially feedback mechanisms concepts and international humanitarian quality standards.

    Strong understanding of HAP, Do No Harm and other relevant global standards.Experience in implementation of accountability and complaints reporting mechanisms in Nigeria.

    Experience in developing and / or managing complaints reporting mechanisms for cash transfer programme.Excellent computer skills especially in terms of developing databases.

    Excellent verbal and written communication skills in local languages (Hausa and Kanuri).Sound analytical and conceptual skills.

    Excellent communication skills and experience in report writing.Commitment to Action Against Hunger mission, values and policy.

    Method of Application

    Use the link(s) below to apply on company website.


    Advert may close before the due date, once we have received applications from qualified candidates.Qualified women are strongly encouraged to apply. on

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