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

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