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

Location: Monguno, Borno
Job Type: Full time
Start Date: As Soon As Possible
Direct Line Manager: Complaint Response Mechanism Assistant Officer

Objective 1

• Support the establishment and management of the Complaint Response Mechanism for all ACF projects

Tasks and Responsibilities:

• Support the Accountability Officer in setting up the different Complaints Response Mechanism in relevant project locations
• Respond to inquiries from program beneficiaries
• Refer program-specific complaints to CRM focal points
• Ensure confidentiality of complaint data is respected
• Ensure regular maintenance of complaints and feedback database/information system, and ensure information is shared on a regular basis
• Support the M&E and Program teams in activity implementation, to ensure beneficiary access to CRM channels (feedback days, complaints booths, field visits...)

Objective 2

• Handling of the toll-free lines system

Tasks and Responsibilities:

• Address the queries of callers using setup hotline while respecting ethical and professional behavior in accordance with the ACF standard operating procedures and HAP guidelines
• Provide accurate information related to the subject callers matter and other related ongoing activities when possible
• Refer sensitive complaints to relevant personnel within ACF senior management team
• Lodge all feedback, complaints, and response in the CRM database
• Support to ensure complaints are closed within the appropriate timeframe
• Ensure CRM database is forwarded to the CRM officer on a monthly basis and  important complaints on the toll-free line reported immediately
• Ensure accurate recording of all the data related to the callers in the hotline database and understand Action Against Hunger programs/projects

Objective 3

• Reporting and Referrals

Tasks and Responsibilities:

• Submit 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, if needed, to projects/programs and program managers as received.
• Accurately refer cases internally within the departments of the ACF - with the support of the Accountability officer - 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 documented, and feedback is given back to the caller.

Position Requirements
Qualifications:

• Bachelor Degree in Management, Social Research, Development Studies or a related field
• At least with 1-year relevant experience in developing and maintaining accountability and learning activities.
• Demonstrated knowledge of accountability especially feedback mechanisms concepts and international humanitarian quality standards
• Fluency in English and local languages especially Hausa and Kanuri (both written and spoken skills)

Skills and Experience:
Essential:

• Strong understanding of HAP, Do No Harm and other relevant global standards
• Experience of carrying out design and implementation of accountability and complaints reporting mechanisms in Nigeria.
• Experience of developing and/or managing complaints reporting mechanisms for cash transfer Programme
• Ethical focused on treating complainants/ community fairly  and culturally sensitive
• Excellent computer skills especially developing databases
• Excellent verbal and written communication skills in local languages (Hausa, Kanuri, Fulani…)
• Sound analytical and conceptual skills
• Excellent communication skills and experience in report writing
• Commitment to ACF mission, values, and Policy

Preferred:

• Previous experience in the 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.

Minimum Monthly Basic Salary
NGN156,995 per month.