Compliant and Feedback Assistant at Albarka Health Spring Foundation (AHSF) - 18 Openings

Albarka Health Spring Foundation (AHSF) is a non-governmental organization, fully registered with the Nigerian government through the Corporate Affairs Commission (CAC/IT NO: 91613). Existing since October 2016, AHSF focuses on improving the quality of life of vulnerable populations across communities in Nigeria. AHSF operates both in emergency and developmental context and have its program principally rooted in identifying gaps that affects population or increases vulnerability of population and bridging those gaps through resource base planning and implementation. AHSF has experience working with various partners in the Northeast and Northwest of Nigeria implementing Nutrition, WASH, GBV, Food Security, Livelihood, Protection, and Health.

Our mission is to improve the quality of lives of children, women, the elderly, and other marginalized vulnerable groups through human development and interventions to strengthen communities.

We are recruiting to fill the position below:

Job Title: Compliant and Feedback Assistant

Location: Tangaza, Rabah, and Illela LGAs, Sokoto
Employment Type: Contract
Slot: 18 Openings
Contract Duration: 3 Months
Expected Start Date: As soon as possible

Project Implementation and Justification

• Northwest Nigeria is facing a food insecurity and malnutrition situation which continues to get worse because of banditry and conflicts between herders and farmers on one hand; and on the other hand, due to a volatile economic situation defined by inflation and devaluation of the Naira among others. The result of the recently concluded March 2024 Cadre Harmonise analysis indicates that 29 percent (6,285,032 individuals) of the estimated population in the three northwestern states are in CH phases 3-4; of which about 8 percent are in Sokoto. Since the year 2020, WFP had implemented several activities in response to the food and nutrition insecurity ravaging the NW of Nigeria.
• WFP plans to distribute 888MT of the wheat grain received from Ukraine to assist 39,084 of the vulnerable affected population in northwest Nigeria covering Sokoto for three months starting from the onset of the 2024 lean season, the month of July. This is part of an integrated approach that the WFP initiated to combine with other WFP ongoing/planned interventions to make a maximum impact on the food needs, well-being, and resilience of the affected population.

Job Summary

• The Complaint and Feedback Assistant will be responsible for managing the complaint and feedback mechanism within the general food distribution/assistance project. This role involves receiving, documenting, and addressing complaints and feedback from beneficiaries and other stakeholders to ensure the project's accountability and responsiveness. The Complaint and Feedback Assistant will work closely with the project team to ensure issues are resolved promptly and effectively, fostering trust and transparency with the beneficiaries.

Key Responsibilities
Complaint and Feedback Management:

• Receive, document, and categorize complaints and feedback from beneficiaries through various channels (hotlines, feedback boxes, community meetings, etc.).
• Ensure that all complaints and feedback are logged accurately and promptly in the complaint and feedback database.
• Follow up on complaints and feedback to ensure timely and appropriate responses.

Resolution and Referral:

• Collaborate with relevant project staff to resolve complaints and address feedback.
• Refer complex or sensitive complaints to the Accountability Officer or appropriate team members.
• Ensure all referrals and resolutions are documented and tracked.

Communication and Reporting:

• Communicate responses to complainants and provide information on actions taken.
• Prepare regular reports on complaint and feedback trends, response times, and resolution status.
• Maintain confidentiality and ensure sensitive information is handled appropriately.

Monitoring and Evaluation:

• Monitor the effectiveness of the complaint and feedback mechanism and suggest improvements.
• Collect and analyze data on complaints and feedback to identify patterns and areas for improvement.
• Participate in regular reviews and evaluations of the complaint and feedback system.

Community Engagement:

• Conduct community awareness sessions on the complaint and feedback mechanism.
• Ensure beneficiaries and stakeholders are aware of their rights and how to provide feedback or lodge complaints.
• Foster positive relationships with the community to encourage open and honest feedback.

Training and Capacity Building:

• Train staff and volunteers on the complaint and feedback mechanism.
• Provide ongoing support and guidance to ensure the effective handling of complaints and feedback.
• Promote best practices and continuous improvement in accountability processes.

Support to Project Activities:

• Assist in the implementation of project activities as needed, ensuring that accountability and feedback mechanisms are integrated.
• Provide support during distributions and other project events to facilitate the receipt of feedback and complaints.

Qualifications
Education:

• Bachelor’s degree in a relevant field (e.g., Social Sciences, Development Studies, Communication, or related discipline)

Experience:

• At least 1-2 years of experience in a similar role, preferably in humanitarian or development projects.
• Experience in managing complaint and feedback mechanisms is highly desirable.
• Previous experience with international NGOs or UN agencies is an asset.

Skills and Competencies:

• Strong communication and interpersonal skills.
• Excellent organizational and documentation skills.
• Ability to handle sensitive information with discretion and confidentiality.
• Proficiency in data management and reporting tools.
• Strong problem-solving skills and attention to detail.
• Ability to work under pressure and in challenging environments.

Languages:

• Proficiency in English and Hausa (both written and spoken) is required.

Other Requirements:

• Willingness to travel to remote and insecure areas as required.
• Commitment to the principles of humanitarianism and the mission of the organization

Application Closing Date
13th July 2024.