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

Job Summary

The Complaints Response Mechanism - Accountability Assistant will be based in Damaturu, Yobe State and report to the CRM -Accountability Officer. The CRM assistant ensures the appropriate mechanisms are in place in all Action Against Hunger programs to strengthen the quality and accountability of emergency response. 

The task and responsibilities include;

• Participate in the management of the Feedback Mechanism for all Action Against Hunger humanitarian projects.
• Address the queries of callers using setup hotline while respecting ethical and professional behaviour in accordance with the Action Against Hunger standard operating procedures and guidelines.
• Develop and submit reports to the concerned programs/projects. recommendations, if needed, to projects/programs and program managers as received.
• Follow-up and receive weekly feedback, and case status progress related to the internal cases referred to the programs/projects.
• Document all feedback received from the response mechanism and including actions taken.
• Support the program team in facilitating the process of setting up Complaint Response Mechanism at Ward/ LGA level and handling complaint/ feedback at LGA level.
• Maintain the organisation's commitment towards Humanitarian Accountability Partnership (HAP) standards especially in regards to information sharing, beneficiaries’ participation, complaints and response mechanism.

The successful candidate will;

• Have a minimum of HND in management, social research, development studies or a related field with previous experience working in humanitarian projects.
• Have 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.
• Have strong understanding of HAP, Do No Harm and other relevant global standards.
• Have experience in developing and/or managing complaints reporting mechanisms for cash transfer programs.
• Have sound analytical and conceptual skills.
• Excellent computer skills especially developing databases.
• Be fluent in Hausa and Kanuri (both written and spoken skills).
• Have commitment to Action Against Hunger mission, values and Policy.