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

Job Summary

The Complaints Response Mechanism Officer will be based in Monguno, Borno State and report to the Monitoring and Evaluation Deputy Project Manager. The CRM Officer will provide support to the establishment and management of the feedback mechanism for all ACTION AGAINST HUNGER humanitarian projects. The specific objectives to be achieved includes but are not limited to;

• Providing support to the review and development of feedback mechanism systems and tools, in collaboration with M&E DPM and coordination teams at ACTION AGAINST HUNGER Nigeria Mission.
• Communicating and disseminating complaints handling procedures, policies and tools as appropriate to beneficiaries, project staff and other stakeholders. 
• Training M&E Field assistants in conducting regular community feedback functions, ensuring that all SOPs and ACTION AGAINST HUNGER core policies are respected.
• Building staff awareness and commitment to a complaints mechanism.
• Regular maintenance of complaints and feedback database/information system, and ensure information is shared on a regular basis.
• Address 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.
• Providing accurate information related to the on the subject callers matter and other related on going activities. Understand Action Against Hunger programs/projects, as well as in order to redirect internal cases to the right department or program.
• Referring cases across the departments within the mission- with the support of the M&E DPM - 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 well documented, and feedback is given.
• Represent ACTION AGAINST HUNGER externally in issues relating to monitoring, evaluation, accountability and reporting (consortia, alliances and clusters) when required.

The successful candidate will;

• Have a minimum of Bachelor’s degree in management, social research, development studies or a related field with a minimum of 2 years 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 designing and implementation of accountability and complaints reporting mechanisms in Nigeria.
• Have experience in developing and/or managing complaints reporting mechanisms for cash transfer programme.
• Be ethical and focused on fair treatment of complaints within the community and culturally sensitive.
• Have excellent computer skills especially in developing databases.
• Be excellent in communication skills and proficient in report writing.
• Be committed to ACTION AGAINST HUNGER mission, values and policy.

The deadline for this position is Thursday, August 17, 2017 at 5:00 p.m.

Qualified women are strongly encouraged to apply