Complaints Response Mechanism Assistant-Accountability at Action Against Hunger | ACF-International

Location: Maiduguri, Borno
Job Type: Full Time
Starting Date: As soon as Possible
Direct Line Manager: Complaints Response Mechanism Officer- Accountability

Objective 1

• Collect qualitative and quantitative information on program effectiveness as it relates to beneficiary satisfaction, and stakeholders level of involvement  on program activity at field level.

Tasks & Responsibilities:

• Working with Complaint Response Mechanism officer to ensure feedback mechanisms are established and functional at AAH targeted communities
•  Assist to ensure complaint database log are properly documented and severe issues promptly reported to the Complaint Response Mechanism officer
• Assist to strengthen the quality of accountability in emergency response under direct management of the CRM Officer and M&E PM.
• Working with the program team to assist in sensitizing the communities on their protection, rights and privileges.

Objective 2

• Provide complaint response mechanism support for program implementation.

Tasks & Responsibilities:

• He/she will assist to ensure the upholding the organisation commitments towards Humanitarian Accountability Partnership (HAP) standards especially in regards to information sharing, beneficiaries’ participation, complaints and response mechanism by all .
• CRM Assistant working with CRM Officer, will build capacity of Staff and stakeholders, monitor AAH performance against 2010 HAP standard,
• He/ she will be first point of contact for beneficiary complaints and establishment and management of the Feedback Mechanism for all AAH humanitarian projects
• Management of the hotline system.
• Reporting and Referrals.
• Represent AAH externally in relevant forums and working groups at State level.
• Assist in ensuring stakeholders (beneficiaries, program staff, etc.) are guided and protected against sexual abuse and exploitation.

Objective 3
Tasks & Responsibilities:

• This job description is not intended to be all-inclusive and the employee will perform other related tasks as required and responsible for reporting and communication of progress and achievement of the specific assigned task.
• Work effectively as a member of the M&E team to ensure optimization of resources cross the team as well as delivering consistency and effectiveness of practice.
• Other relevant duties and project work as directed by the CRM Officer.
• Maintenance of high technical standards.
• Conduct all duties in a professional manner following Action Against Hunger Nigeria mission staff regulations, mandate and charter.

Internal & External Relationship
Internal:

• CRM Officer, Deputy Program Manager and Program Manager: Technical hierarchical relationship- exchange of information, collaboration, coordination
• RRM field team: exchange of information, collaboration and coordination.

Qualifications

• Bachelor's Degree in Management, Social Research, Development studies or a related field
• Minimum of 1 year relevant work experience in developing and maintaining accountability and learning activities.

Skills & Experience
Essential:

• Demonstrated knowledge of accountability especially feedback mechanisms concepts and international humanitarian quality standards.Strong understanding of HAP, Do No Harm and other relevant global standard;
• 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.
• Ethical, focused on treating complainants/ community fairly  and culturally sensitive;
• Excellent computer skill especially developing databases;
• Fluency in English and local languages especially Hausa and shuwa (both written and spoken skills);
• Sound analytical and conceptual skills;
• Excellent communication skills and experience in report writing;
• Commitment to AAH mission, values and policy.

Preferred:

• Previous experience in handling feedback mechanism;
• Previous experience of working with NGOs;
• Proven interest & commitment to humanitarian and development principles and demonstration understanding of conflict/post conflict development contexts.