Feedback and Complaints Mechanism (FCM) Assistant at Action Against Hunger | ACF-International

Location: Maiduguri, Borno
Proposed Start date: August 2021
Direct Line Manager: FCM Officer

Key Responsibilities

• Participate in creating staff awareness and commitment to a feedback and complaints mechanism, ensuring that all SOPs and ACF core policies are respected;
• Support the set up of various Feedback and Complaints Response Mechanisms 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 and complaints booths
• Respond to enquiries from program beneficiaries ensuring confidentiality of all related data;
• Support the MEAL and Program teams in activity implementation, to ensure beneficiary have 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 behavior in accordance with the ACF standard operating procedures and HAP guidelines;
• Supervise the logging in of all feedback, complaints and response in the FCM database, coming from all channels;
• Ensure complaints are closed within the appropriate timeframe and refer program specific complaints to relevant program managers for resolution;
• Submit FCM specific project report for donor reporting when required;
• Follow-up and receive weekly feedback, and case status progress related to the internal cases referred to the programs/projects;
• Support trainings of external stakeholders on accountability principles (vendors, community volunteers, health workers, etc.);
• Support trainings on accountability principles for new employees and conduct regular refresher trainings for all existing employees.

Position Requirements

• Degree / Diploma in Management, Social research, development studies or a related field
• At least with 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)
• Strong understanding of HAP, Do No Harm and other relevant global standards;
• Experience in 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…)
• Excellent communication skills and experience in report writing
• Previous experience in handling feedback mechanism
• Proven interest & commitment to humanitarian and development principles and demonstrable understanding of conflict/post conflict development contexts.

Renmuneration

• Minimum Basic Salary: NGN172,695 per month
• Other benefits include but not limited to 100% health care coverage, paid leave per year, free and direct access to Cross Knowledge e-learning platform.