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

Action Against Hunger | ACF-International works to save lives by combating hunger and diseases that threaten the lives of vulnerable communities, through nutrition, food security, water and sanitation, health and advocacy.

We are recruiting to fill the position of:

Job Title: Complaint Response Mechanism Officer

Location: Jigawa

Position Overview

• CRM Officer is responsible for ensuring mechanisms are in place in all Action Against Hunger programmes to strengthen the quality and accountability of emergency response.
• He/she will be responsible for upholding the organisation commitments towards Humanitarian Accountability Partnership (HAP) standards especially in regards to information sharing, beneficiaries’ participation, complaints and response mechanism.
• CRM Officer will be the primary support person, will build capacity, monitor AAH performance against 2010 HAP standard, and, crucially, will, in the first instance be the first point of contact for beneficiary complaints.

Specific Objectives

• Establishment and management of the Feedback Mechanism for all ACF humanitarian projects.
• Management of the hotline system. Reporting and Referrals.
• Represent ACF externally in relevant forums and working groups at State level.

Qualifications

• Bachelor degree in Management, Social Research, Development Studies or a related field
• At least with 2 years 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)

Essential Skills and Experience:

• 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 and Kanuri)
• Sound analytical and conceptual skills
• Excellent communication skills and experience in report writing
• Commitment to ACF mission, values and policy

Preferred Skills and Experience:

• Previous experience in 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.

Application Closing Date
27th March, 2016.

Method of Application
Interested candidates should submit their application by email to: [email protected]
Or
Apply in person to the following addresses:
Abuja
House No. 3,69 Crescent,
6th Avenue,
Gwarinpa,
Abuja - FCT 079,

Jigawa State
Unguwar Kasarau Yamma
Dutse,
Jigawa State.

Yobe State
No. 195/196,
Don Etebet Housing Estate,
Damaturu,
Yobe State.

Borno State
96 West North,
Damboa Road GRA,
Behind Indimi House,
Damboa Road,
Maiduguri,
Borno State.

Note:

• To be considered, applications must include a CV and letter of interest, and indicate the full position title in the email subject line, or on the application envelope.
• Applications received without these specifications will not be considered.
• Only shortlisted candidates will be contacted, no phone calls or follow-ups will be entertained.
• Applications received after this date will not be considered.
• Qualified women and persons with disabilities are encouraged to apply.