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

Job Summary

The Complaint Response Mechanism Assistant will be based in Maiduguri, Borno state and report to the Complaint Response Mechanism Officer. The CRM Assistant will be responsible for the establishment and management of the feedback mechanism for all Action Against Hunger humanitarian project.  He/she will be responsible for reporting and management of the hotline system. The CRM Assistant's responsibilities include but are not limited to;

Building staff awareness and commitment to a complaints mechanism, ensuring the compliance of all Standard Operating Procedures (SOPs) and Action Against Hunger core policies. Regular maintenance of complaints and feedback database/information system, and share information on a regular basis. Addressing the queries of callers using setup hotline while respecting ethical and professional behavior in accordance with the Action Against Hunger standard operating procedures and HAP guidelines. Ensure complaints are closed within the appropriate time frame and also ensure CRM report is submitted to the CRM officer on monthly basis and important complaints on toll free line reported immediately. Submit internal and accurate reports to the concerned programs/projects weekly, or daily according to the urgency of the call. Include monthly recommendations, if needed, to projects/programs and program managers as received and refer internal cases with the support of the CRM Officer.

The successful candidate will;

• Have a bachelor's degree in management, social research, development studies or a related field with at least with 1 year relevant experience in developing and maintaining accountability and learning activities.
• Have excellent knowledge of accountability especially feedback mechanisms concepts and international humanitarian quality standards.
• Be fluent in English and local languages especially Hausa and Kanuri (both written and spoken skills).
• Have strong understanding of HAP, Do No Harm and other relevant global standards.
• Have experience of carrying out design and implementation of accountability and complaints reporting mechanisms in Nigeria.
• Have experience of developing and/or managing complaints reporting mechanisms for cash transfer programme.
• Be ethical, focused on treating complainants/ community fairly and culturally sensitive.
• Have excellent computer skills especially developing databases.
• Have excellent verbal and written communication skills in local languages (Hausa and Kanuri) 
• Have sound analytical and conceptual skills.
• Have excellent communication skills and experience in report writing. 
• Have previous experience in handling feedback mechanism and also working with an NGO preferably.
• Have proven interest and commitment to humanitarian and development principles and demonstrable understanding of conflict/post conflict development contexts.

The deadline for this position is Tuesday, 8 August 2017 at 5:00 p.m.