CRM / AAP Assistant at Future Resilience and Development Foundation (FRAD)

Job Summary:

• The CRM/AAP Assistant will provide support to the implementation, monitoring and accountability of FRAD Foundation Multi-Sectoral Programs in Borno across different donor funded interventions.
• He/She will be responsible for ensuring Community Based Feedback and Response Mechanisms are in place in all FRAD Foundation program implementation sites to strengthen the quality and accountability of response as well as upholding the organization’s commitment towards Accountability to affected population standards especially in regards to information sharing, beneficiaries’ participation, complaints and response mechanism.

Duties and Responsibility

Under the direct supervision of the MEAL Manager, The candidate will

• Will manage the registration of complaints received by beneficiaries and non-beneficiaries at distribution point and community outreach activities.
• The position will be responsible of answering calls coming from FRAD toll free line.
• Attend and collect all complaints from beneficiaries, ensure feedbacks are given to beneficiaries in good time.
• Ensure toll free lines are active.
• To assist the M&E Officer in working with program staff and beneficiaries to develop structure and methods for managing the complaints and feedback in the field as well as maintaining the integrity of information received.
• This role will also involve management of CRM database by ensuring proper documentation and aggregation of CRM data including complaints received, investigated and responded to as well as providing detailed summaries of complaints issues to feedback to the program team during monthly and quarterly meetings/reports.
• The post holder with support from the M&E Manager will ensure the collection of quality complain and feedback across the response.
• The post holder will interface and support programme team members, support programme coordination and policy engagement.
• Be in charge of providing feedback to the complainants when complaints are resolved
• Ensure beneficiaries are treated with respect and dignity ensure the application of FRAD’s PSEA, Code of Ethics and Conduct, child safeguarding.

Experience and technical competencies: 

• Minimum of 1 years proven experience in accountability especially feedback mechanisms concepts and international humanitarian quality standards.
• Previous experience of working with NGOs.
• Experience in implementation of accountability and complaints reporting mechanisms in humanitarian emergencies.
• Experience in developing and/or managing complaints reporting mechanisms.
• Understand key concepts and commitments regarding accountability to affected populations
• (AAP), including Strong understanding of HAP, Do No Harm and other relevant global standards.
• Ethical, focused on treating complainants/community fairly and culturally sensitive.
• Building collaborative relationships with beneficiaries and the community.
• Proficiency is key English, Hausa and Kanuri languages both spoken and written.