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

  • Posted on: 10 January, 2019 Deadline: 14 January, 2019
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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.

    Complaint Response Mechanism Assistant

     

    Location: Maiduguri, Borno
    Proposed Start Date: ASAP
    Line Manager: Complaint Response Mechanism Officer

    Objective 1: Establishment and Management of the Feedback Mechanism for all AAH Humanitarian Projects
    Tasks and Responsibilities:

    • Handling of the CRM phone lines
    • Receive complaints and feedback via the CRM toll free line.
    • Respond to enquiries from program beneficiaries
    • Refer program specific complaints to CRM focal points.
    • Build staff awareness and commitment to a complaints mechanism, ensuring that all SOPs and AAH core policies are respected.
    • Ensure regular maintenance of complaints and feedback database/information System and ensure information is shared on a regular basis

    Objective 2: Management of the Hotline System
    Tasks and Responsibilities:

    • 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.
    • 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 monthly basis and important complaints on toll free line reported immediately
    • Ensure confidentiality of complaint data is respected
    • Provide accurate information related to the subject callers matter and other related Ongoing activities.
    • Ensure accurate recording of all the data related to the callers in the hotline data base and understand Action Against Hunger programs/projects

    Objective 3: 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 AAH - with the support of the CRM 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 Relationships
    Internal:

    • CRM 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 AAH M&E staff: exchange of information, collaboration and coordination.

    Qualifications

    • Bachelor's 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.
    • Demonstrated knowledge of accountability especially feedback mechanisms concepts and international humanitarian quality standards
    • Fluency in English and local languages especially Hausa and Kanuri (both written and spoken skills)

    Skills and Experience
    Essentials:

    • 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
    • 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 and Kanuri)
    • 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 demonstrable understanding of conflict/post conflict development contexts.
    • Resident and familiar with the terrain in the Northeast Nigeria

    Method of Application

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

    Applicants should send their tailored CV with the details of their address, qualification in the body of the mail to: recruitment@prrwei.com the job title and location of residence as the subject of the mail. For example; Human Resource Assistant- Ikeja, Lagos.

    Note:
    Only candidates residing on the mainland should apply.

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