Complaints Response Mechanism Assistant 188 views0 applications

Full Time Nigeria Program/Project Management Print


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:

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.

More Information

  • Job City Damaturu, Yobe
  • This job has expired!
Damaturu Yobe
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Action Against Hunger

Action Against Hunger 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.

Action Against Hunger saves lives while building long-term strategies for self-sufficiency:

  • Lifesaving impact in 45+ countries
  • 6,500+ field staff assisting more than 14.9 million people in 2015
  • 35+ years of expertise in contexts of conflict, disasters and food crises

Our global efforts save hundreds of thousands of lives each year, but millions of malnourished children remain in need of lifesaving treatment.

Why Our Work Matters

Deadly malnutrition claims the lives of 1 million children each year, even though it’s:

  1. PREDICTABLE: We know where and when to expect acute malnutrition
  2. PREVENTABLE: We know how to help children stay healthy
  3. TREATABLE: Therapeutic ready-to-use foods can help save millions
  4. AFFORDABLE: Just $45 can provide a child with lifesaving treatment

You can trust Action Against Hunger. Here’s why:

  • Highest four-star rating from Charity Navigator, ten years in a row
  • Listed as an “A”-rated organization by CharityWatch
  • We're accountable, meeting all 20 Better Business Bureau standards
  • Earned Guidestar's Gold Participant Seal for our commitment to transparency
  • Awarded the “Best in America” seal by the Independent Charities of America

What Others Are Saying

Don’t take it from us: here’s what others have to say of our work:

“Action Against Hunger is a NGO that is action oriented. I can truthfully say that they deliver services to those in need and are very present on the ground. They make lasting positive change in the lives of people. I worked for them in four countries and have a good understanding of how they work.”

– Holimata, Great Nonprofits Review

“Action Against Hunger is in war-torn countries that many fear to tread. They are technical people… that forgo the comforts of modern life to assist local populations and refugees at the most fundamental level in the most dangerous locales. They provide nutrition, healthcare, sanitation, and food sustainability. They train populations to be self-sufficient. Although these dedicated men and women want to eliminate the need for their services, humanity is not willing and forces them to witness the most heinous actions.”

– President Nelson Mandela, Recipient, Action Against Hunger Humanitarian Prize 2004

“As a field worker and a partner... I recommend Action Against Hunger as an effective and important organization. Through their integrated approach and expertise in nutrition, food security and water, sanitation and hygiene they are saving lives and improving them for years to come in some of the poorest parts of the planet.”

– Water Advocate, Great Nonprofits Review, Dec. 8, 2011

“Action Against Hunger—the title speaks for itself. This is a remarkable organization with a staff of energetic, enthusiastic and deeply committed people who are determined to make a difference to the lives of thousands of people. There are millions who do not have access to clean water, food, health services or education. They are condemned to a grinding life of poverty with no choices. Action Against Hunger is changing this. Their training programs are improving the quality of life and health and, above all, bringing hope to thousands in underdeveloped countries. I commend them for their outstanding work and welcome the opportunity to express my support.”

– Desmond Tutu, Archbishop Emeritus, Recipient, Action Against Hunger Humanitarian Prize 2006

“I’ve been covering humanitarian crises since the early 1990s and have often been impressed by the work of Action Against Hunger. They are among the first to respond when tragedies unfold, and they work to ensure that communities have a fighting chance to get back on their feet... The nightly news can often seem overwhelming, but it’s important to remember there are effective ways to fight hunger and overcome poverty, and along with groups like Action Against Hunger, you can become part of the solution.”

Connect with us
More jobs from Action Against Hunger
0 USD Damaturu, Yobe CF 3201 Abc road Full Time , 40 hours per week Action Against Hunger

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:Complaints Response Mechanism AssistantLocation: 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.
 2020-01-31

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