Complaint and Accountability Officer at Save The Children

Job ID: #984881

Key Areas of Accountability
Objective 1: CRM Development, Support, Logistics and Coordination:

• Set up a Beneficiary Complaint and Response Mechanism for humanitarian projects
• Develop appropriate tools for capturing the complaints and feedback
• Train the relevant staff/beneficiaries on data management process of CRM system
• Ensure a proper filing system for all the complaints and feedback received through the helplines
• Aggregate CRM data from the field to a summary CRM database
• Provide detailed summaries of complaints issues for operational meetings and forums.
• Identify complaint and other feedback trends which indicate where the Programs can improve.
• Provide ad hoc reports as requested concerning complaints and other Beneficiary feedback.
• Receive, investigate and respond to beneficiary complaints under the direction and supervision of Program/field Managers
• Follow up on complaints and feedback internal referrals with appropriate offices and sectors and respond to raised pending issues
• Negotiate suitable resolutions to complaints with the beneficiaries under the direction of the Program/Field Manager

Objective 2: Routine Monitoring and Evaluation:

• Support on-going monitoring and evaluation (M&E) of projects in reporting routine monitoring data against performance monitoring plans and frameworks
• Work with field teams to collect information on potential case studies and success stories
• Other duties as directed.

Skills and Behaviours (our Values in Practice)
Accountability:

• Accuracy and timeliness in all areas of responsibility
• High level of accuracy in work, and ability to analyse complex sets of relationships and situations
• Holds self and others accountable

Ambition:

• Creating best-in-class EA function
• Future-orientated, thinks pro-actively

Collaboration:

• Working effectively with stakeholders to achieve common goals
• Excellent communication and interpersonal skills
• Builds and maintains effective relationships, with their team, colleagues, members and external partners
• Approachable, good listener, easy to talk to

Creativity:

• Designing more effective admin and data management systems
• Willing to take disciplined risks

Integrity:

• Honest, encourages openness and transparency, demonstrates highest levels of integrity

Education and Experience

• Bachelor's degree in a relevant discipline (Health Sciences, Social Sciences, Development Studies or other)
• Candidates must have at least 1-2 years progressive experience working in a related position.
• Formal training in Accountability, Monitoring and Evaluation, Data Management, Data Quality Assurance (DQA) is an asset

Knowledge and Skills:

• Skills and experience conducting data verification, analysis, reporting and monitoring
• Excellent interviewing skills
• Experience managing a CRM process
• Ability to lead on detailed logistical tasks such as those required for fieldwork or when organizing events
• Excellent skills in oral and written communications
• Good interpersonal skills, ability to work in a multi-cultural team environment
• Strong quantitative and qualitative analysis skills are an advantage
• Strong organizational, planning and prioritization skills
• Competent and experienced in general office administration, coordination and logistics
• Excellent IT skills
• Fluency in Hausa, Kanuri and English language
• Good writing, editing and presentation skills
• Previous experience in facilitating trainings, workshops and events