Complaint Response Mechanism Assistant at Action Against Hunger | ACF-International

Location: Monguno, Borno

Job Summary

• The Complaints Response Mechanism Assistant will be based in Monguno, Borno State and report to the Complaint Response Mechanism Officer.
• The CRM Assistant will support the CRM Officer in the establishment and management of the Feedback Mechanism for all Action Against Hunger humanitarian projects.

Tasks and Responsibilities

• Establishment and management of the feedback mechanism for all AAH humanitarian projects.
• Build staff awareness and commitment to a complaints mechanism, ensuring that all SOPs and ACF core policies are respected.
• Ensure regular maintenance of complaints and feedback database/information system and ensure information is shared on a regular basis.
• Address the queries of callers using setup hotline while respecting ethical and professional behaviour in accordance with the AAH standard operating procedures and HAP guidelines.
• 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.

Position Requirements

• At least a Bachelor's degree in management, social research, development studies or a related field with a minimum of 1 year relevant experience in developing and maintaining accountability and learning activities.
• Have demonstrated knowledge of accountability especially feedback mechanisms concepts and international humanitarian quality standards.
• Be fluent in English and local languages especially Hausa and Kanuri (both written and spoken skills).
• Have strong understanding of HAP, Do No Harm and other relevant global standards.
• Have experience in carrying out design and implementation of accountability and complaints reporting mechanisms in Nigeria.
• Have excellent computer skills especially developing databases.