Complaint Response Mechanism Assistant (Monguno) at Action Against Hunger Nigeria

Action Against Hunger is the world’s hunger specialist and leader in a global movement that aims to end life-threatening hunger for good within our lifetimes. For 40 years, the humanitarian and development organization has been on the front lines, treating and preventing hunger across nearly 50 countries. It served more than 21 million people in 2018 alone.

We are recruiting to fill the position below:

Job Title: Complaint Response Mechanism Assistant

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.

Application Closing Date
24th July, 2020.