Complaints Response Mechanism Assistant at Action Against Hunger | ACF Nigeria LTD/GTE

Location: Damasak, Borno
Start date: as soon as possible
Direct Line Manager: Monitoring and Evaluation Officer

Tasks and Responsibilities
Objective 1 - Support the establishment and management of the Complaint Response Mechanism for all ACF projects:

• Support the Accountability Officer in setting up the different Complaints Response Mechanism in relevant project locations
• Respond to enquiries from program beneficiaries
• Refer program specific complaints to CRM focal points
• Ensure confidentiality of complaint data is respected
• Ensure regular maintenance of complaints and feedback database/information system, and ensure information is shared on a regular basis
• Support the M&E and Program teams in activity implementation, to ensure beneficiary access to CRM channels (feedback days, complaints booths, field visits...)

Objective 2:

• Address the queries of callers using setup hotline while respecting ethical and professional behaviour in accordance with the ACF standard operating procedures and HAP guidelines
• Provide accurate information related to the subject callers matter and other related ongoing activities when possible
• Refer sensitive complaints to relevant personnel within ACF senior management team
• 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 a monthly basis and important complaints on the toll-free line reported immediately
• 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:

• 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 ACF - with the support of the Accountability 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 & External Relationship
Internal:

• Accountability 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 Action Against Hunger M&E staff: exchange of information, collaboration and coordination.

Position Requirements

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.

Skills & Experience
Essential:

• 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
• Demonstrated knowledge of accountability especially feedback mechanisms concepts and international humanitarian quality standards
• 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, Kanuri, Fulani…)
• Sound analytical and conceptual skills
• Excellent communication skills and experience in report writing
• Commitment to ACF 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.