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

Job Summary

The Complaints Response Mechanism Assistant will be based in Monguno, Borno State and report to the Complaint Response Mechanism Officer. The CRM Assistant will support the CRM Officer in the establishment and management of the Feedback Mechanism for all ACTION AGAINST HUNGER humanitarian projects. The specific objectives includes but are not limited to;

• Building staff awareness and commitment to a complaints mechanism, ensuring all SOPs and ACTION AGAINST HUNGER core policies are respected.
• Regular maintenance of complaints and feedback database/information system, and share information on a regular basis.
• Ensuring regular maintenance of complaints and feedback database/information system, and ensure information is shared 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.
• Lodging all feedback, complaints and response in the CRM database as well as maintaining confidentiality on data.
• Ensuring accurate recording of all the data related to the callers in the hotline data base and understand Action Against Hunger programs/projects.
• Submitting 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, when applicable to projects/programs and program managers as received.

The successful candidate will;

• Have at least a bachelor’s degree in management, social research, development studies or a related field with a minimum of 1 year relevant experience in developing and maintaining accountability and learning activities.
• Have demonstrated 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 in carrying out design and implementation of accountability and complaints reporting mechanisms in Nigeria.
• Have experience in developing and/or managing complaints reporting mechanisms for cash transfer programme.
• Have excellent computer skills especially developing databases.
• Have sound analytical and conceptual skills.
• Have proven interest and commitment to humanitarian and development principles and demonstrable understanding of conflict/post conflict development contexts.
• Have excellent communication skills and experience in report writing. 
• Be resident and familiar with the terrain in the Northeast Nigeria.
• Be committed to ACTION AGAINST HUNGER mission,values and policy.

The deadline for this position is Wednesday, August 16, 2017 at 5:00 p.m.