Complaint Mechanism Officer at Solidarites International

Goal / Purpose

• The Complaint Mechanism Officer will ensure coherent and timely response to feedbacks and complaints from project stakeholders.

Main Responsibilities
Management of Complaint Response Mechanism (CRM):

• Ensure that all information related to complaints is properly recorded and that the logbook is clean
• Follow proper implementation of CRM standard operating procedures and refer all cases to the appropriate focal point
• Ensure follow-up of all cases referred to the management team until the closure of the case
• Ensure proper archiving for future reference and submit timely complaints reports
• Participate in training field teams on CRM information plan

Ethic and Professional Practice:

• Display high commitment to confidentiality
• Address beneficiaries’ feedbacks and complaints in a professional manner and provide accurate information on SI programs and CRM

Reporting:

• Bring to light any difficulty linked to his or her activities, to the programs of Solidarités or security concerns
• Report any information or difficulty connected to his/her activity

Profile

• Bachelor's Degree Social Work / Social Sciences, Project Management or related field
• At least one years’ experience in MEAL, project management, accountability to affected population management or similar position
• Good understanding of CHS standards and humanitarian accountability
• Experience in capacity building of staff
• Good computer skills (Microsoft word, Excel and PowerPoint)
• Good capacity in qualitative and quantitative data collection and data analysis
• Good analytical and writing skills
• Language: English, Hausa is a must. Understanding other local language is an added advantage