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  • Posted: Jan 22, 2020
    Deadline: Jan 30, 2020
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    Action Against Hunger | ACF International, a global humanitarian organization committed to ending world hunger, works to save the lives of malnourished children while providing communities with access to safe water and sustainable solutions to hunger.
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    Complaints Response Mechanism Assistant

    Location: Damaturu, Yobe
    Job Type: Full Time
    Starting Date: As Soon as Possible
    Direct Line Manager: Complaints Response Mechanism 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 behaviour 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 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.

    Internal and External Relationship
    Internal:

    • Accountability officer: Technical hierarchical relationship - exchange of information, collaboration, coordination
    • Project Manager: Operational hierarchical relationship– exchange of information, reporting, collaboration, coordination
    • Project Officers: Ensure exchange of information, collaboration, and coordination.
    • M&E Field Assistants: Manage M&E Field Assistants to ensure the exchange of information, collaboration, and coordination.
    • Other Action Against Hunger M&E staff: exchange of information, collaboration, and coordination

    Qualifications

    • Bachelor's 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 of  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 Basic Salary

    • NGN 156,995 per month.

    Method of Application

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