Since 1993, as the second French NGO, ACTED has been committed to immediate humanitarian relief to support those in urgent need and protect people’s dignity, while co-creating longer term opportunities for sustainable growth and fulfilling people’s potential.
Our values
Independent, private and nonprofit, French NGO ACTED (operating under the French law Association loi 1901) respects a strict political and religious impartiality, and operates following principles of non-discrimination, transparency, according to its core values: responsibility, impact, enterprising-spirit and inspiration.
Complaint/Accountability Assistant
About the job
Establish and ensure effective functioning of the Beneficiary Complaints and Response Mechanism, enhance the trust and confidence of beneficiaries, identify areas of our work which need to be improved and ensure that ACTED learns from the feedback provided through this process.The main duties and responsibilities for the role include:
Beneficiary Complaints and Response Mechanism (CRM)
Establishment and Promotion of the CRM
- Establish, implement and monitor the beneficiary Complaints and Response Mechanism (CRM) for the country mission in line with ACTED standard beneficiary CRM procedures;
- Build capacity and understanding among ACTED staff, partners and contractors on beneficiary accountability and CRM;
- Accompany the AME and/or project teams to the field in order to spread awareness about the CRM to beneficiaries, as well as local authorities and stakeholders in ACTED’s areas of implementation, during field visits;
- Develop CRM IEC materials in a language that can be widely understood (including people with low levels of literacy);
- Regularly assess effectiveness of all information-sharing efforts and incorporate findings into revised approaches;
- Maintain records of CRM awareness raising and promotion activities (including approximate numbers of participants) and submit to Project Managers as required;
Implementation of the CRM
- Ensure the effective functioning of the beneficiary CRM and that beneficiary complaints/feedback is adequately captured, analyzed, addressed and responded to in a timely manner and utilized by the program and coordination teams;
- Receive complaints through telephone hotline, in writing and in person;
- Follow up on complaints received by other ACTED staff with the same diligence as complaints received through the CRM directly;
- Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution;
- Maintain confidential and detailed records of all complaints in the CRM database and other electronic and hard copy filing systems, as appropriate;
- Respond to complaints objectively, accurately, and in line with ACTED guidelines, using information provided by Project Managers, AME Officers/Monitors, Area Coordinators, Technical Coordinators, project documents, FLAT documents and procedures, etc;
- Follow up on pending complaints with Project, AME, and Coordination staff;
- Analyse patterns and trends in complaints to help ACTED improve its programming;
- Produce a monthly analytic CRM report for ACTED staff, following ACTED template;
- Adapt and improve the CRM based on monitoring of its effectiveness.
Other
- Provide regular and timely updates on progress and challenges to supervisors and other team members;
- Assist project and AME teams with other activities, as requested by immediate supervisor;
- Perform any other related activities as assigned by immediate supervisor.
About you
All employees should master ACTED’s core Principles: Independence, Neutrality, Non-discrimination, free and direct access to victims, Ethics, Professionalism, anti-Corruption, Transparency and Accountability
Moreover, we also expect the following:
Essential
The Complaint and Accountability Assistant will be appraised based on his/her experience and demonstration of the qualities and competencies listed below:
- A university degree in international development/development management, sociology, statistics, monitoring and evaluation in social work or related field is required. Post-graduate studies or diploma an advantage.
- Two years of progressive professional work experience in a similar position with non-governmental organizations – at least one of these must be in humanitarian emergency work, preferably in food security, shelter, CCCM, or WASH
- Knowledge of assessments methodology, data collection, collation, analysis, and report writing.
- Excellent computer skills, particularly with Microsoft Excel, spreadsheets, Sphere standard, and database management applications/ statistical programs (i.e. KoBoToolbox).
- Familiarity with the Project Cycle Management, logical frameworks, and SMART objectives.
- Strong organizational, coordination, and analytical skills, and ability to work under pressure.
- Excellent oral communication and writing skills in English.
- Fluent in English and Hausa. Any local language from Borno is an advantage.
- Accurate, reliable, organized, open-minded, and a positive attitude at all times!
- Ability to exercise sound judgment and make decisions independently
- Be willing and able to be based and travel regularly within remote areas or unstable security environments, where services are limited
- Commitment to ACTED’s mission, vision, values, and policies. High level of confidentiality required.
We offer
Contract length: 4 months, with possibility of extension
Level: E1-1 (national contract)
Start date:ASAP
Deadline 6.04.2018
Method of Application
- Complaint/Accountability Assistant – [email protected]
Application process
Interested candidates are invited to send a cover letter and an updated CV as a single document (3 pages maximum) in English.
Contact details (name, position, email address and tel. no.) of 3 professional references must be provided, whereas 1 must be for the latest employer. Please do not attach any written recommendations.
Applications should be addressed to: The Recruitment Manager.
Only motivated applicants who are able to perform the stipulated duties and meet the required qualifications will be considered. CV-only applications will not be considered. Please note: The position title and location must be written in the subject line of the e-mail; otherwise, it may not be considered (Re: GIS Specialist Borno)
Due to the large numbers of expected applicants, only short-listed candidates will be contacted and invited for an interview. We apologise for the inconvenience.
ACTED considers all applicants on the basis of merit without regard to race, sex, colour, religion, sexual orientation, age, marital status, or disability.
For general information about ACTED, please consult: www.acted.org
More Information
- Job City Borno
