Accountability Assistant at Action Against Hunger | ACF-International

Location: Maiduguri, Borno

Direct Line Manager: Logistics Assistant

Responsibilities

• Support the Accountability Officer to build staff awareness and commitment to a feedback and complaints mechanism, ensuring that all SOPs and AAH core policies are respected
• Support the setting up the different Feedback and Complaints Response Mechanism in relevant project locations
• In remote management area, support the establishment of Accountability focal person (training, regular meetings, tracking of their reporting requirements)
• Management of the toll-free lines
• Management of the complaints booths
• Implementation of feedback days and community awareness sessions, sensitization
• Collection of complaints form from complaints boxes or from other Action Against Hunger staff
• Respond to enquiries from program beneficiaries
• Ensure confidentiality of complaint data is respected
• Support the M&E and Program teams in activity implementation, to ensure beneficiary has access to FCM channels (feedback days, complaints booths, field visits)
• Ensure the queries of callers using setup hotline are answered while respecting ethical and professional behaviour in accordance with the AAH standard operating procedures and HAP guidelines
• Ensure complaints are referred to relevant personnel within AAH and in particular sensitive complaints (level 4) are referred to senior management, as per SOP
• Ensure the lodging all feedback, complaints and response in the FCM database, coming from all channels
• Ensure complaints are closed within the appropriate timeframe
• Submit FCM database on monthly basis to Accountability Officer
• Refer program-specific complaints to relevant program managers for resolution
• 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 documented, and feedback is given back to the complainant.
• Support trainings of external stakeholders on accountability principles (vendors, community volunteers, health workers, etc.)

Position Requirements

• Bachelor degree in Management, Social Research, Development Studies or a related field
• Minimum of 1 year of relevant experience in developing and maintaining accountability and learning activities.
• Knowledge of accountability especially feedback mechanisms concepts and international humanitarian quality standards
• Fluency in English and at least one local language (especially Hausa, Fulani and Kanuri, both written and spoken skills)
• Previous experience in handling feedback mechanism
• Previous experience of working with NGOs
• Proven interest & commitment to humanitarian and development principles and demonstrable understanding of conflict/post-conflict development contexts.