JOB TITLE: Feedback and Complaints Mechanism (FCM) Assistant
JOB LOCATION: Maiduguri, Borno
Employment Type: Full Time
Proposed Start date: August 2021
Direct Line Manager: FCM Officer
JOB DETAILS:
Key Responsibilities
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- Participate in creating staff awareness and commitment to a feedback and complaints mechanism, ensuring that all SOPs and ACF core policies are respected;
- Support the set up of various Feedback and Complaints Response Mechanisms in relevant project locations;
- In remote management area, support the establishment of Accountability Focal Person (training, regular meetings, tracking of their reporting requirements);
- Management of the toll free linesand complaints booths
- Respond to enquiries from program beneficiariesensuring confidentiality of all related data;
- Support the MEAL and Program teams in activity implementation, to ensure beneficiary have access to FCM channels (feedback days, complaints booths, field visits…)
- Ensure the queries of callers using setup hotline are answered while respecting ethical and professional behavior in accordance with the ACF standard operating procedures and HAP guidelines;
- Supervise the logging in of all feedback, complaints and response in the FCM database, coming from all channels;
- Ensure complaints are closed within the appropriate timeframe and refer program specific complaints to relevant program managers for resolution;
- Submit FCM specific project report for donor reporting when required;
- Follow-up and receive weekly feedback, and case status progress related to the internal cases referred to the programs/projects;
- Support trainings of external stakeholders on accountability principles (vendors, community volunteers, health workers, etc.);
- Support trainings on accountability principles for new employees and conduct regular refresher trainings for all existing employees.
Position Requirements
- Degree / Diploma in Management, Social research, development studies or a related field
- At least with 1 year of relevant experience in developing and maintaining accountability and learning activities
- Knowledge of accountability especially feedback mechanisms concepts and international humanitarian quality standards
- Fluency in English and at least one local language (especially Hausa, Fulani and Kanuri, both written and spoken skills)
- Strong understanding of HAP, Do No Harm and other relevant global standards;
- Experience in 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…)
- Excellent communication skills and experience in report writing
- Previous experience in handling feedback mechanism
- Proven interest & commitment to humanitarian and development principles and demonstrable understanding of conflict/post conflict development contexts.
Renmuneration
- Minimum Basic Salary: NGN172,695 per month
- Other benefits include but not limited to 100% health care coverage, paid leave per year, free and direct access to Cross Knowledge e-learning platform.
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Note
- Action Against Hunger provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, colour, religion, gender, national origin, age, disability or genetics.
- Qualified women are strongly encourage to apply
Deadline: July 22, 2021
Job Features
Job Category | mechanical |