Action Against Hunger | ACF International, a global humanitarian organization committed to ending world hunger, works to save the lives of malnourished children while providing communities with access to safe water and sustainable solutions to hunger.
Location: Maiduguri, Borno
Direct Line Manager: Logistics Assistant
Responsibilities
- Support the Accountability Officer to build staff awareness and commitment to a feedback and complaints mechanism, ensuring that all SOPs and AAH core policies are respected
- Support the setting up the different Feedback and Complaints Response Mechanism 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 lines
- Management of the complaints booths
- Implementation of feedback days and community awareness sessions, sensitization
- Collection of complaints form from complaints boxes or from other Action Against Hunger staff
- Respond to enquiries from program beneficiaries
- Ensure confidentiality of complaint data is respected
- Support the M&E and Program teams in activity implementation, to ensure beneficiary has 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 behaviour in accordance with the AAH standard operating procedures and HAP guidelines
- Ensure complaints are referred to relevant personnel within AAH and in particular sensitive complaints (level 4) are referred to senior management, as per SOP
- Ensure the lodging all feedback, complaints and response in the FCM database, coming from all channels
- Ensure complaints are closed within the appropriate timeframe
- Submit FCM database on monthly basis to Accountability Officer
- Refer program-specific complaints to relevant program managers for resolution
- 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 complainant.
- Support trainings of external stakeholders on accountability principles (vendors, community volunteers, health workers, etc.)
Position Requirements
- Bachelor degree in Management, Social Research, Development Studies or a related field
- Minimum of 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)
- 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.
Method of Application
Note:
- Action Against Hunger provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, colour, religion, sex, national origin, age, disability or genetics.
- Other benefits include but not limited to 100% health care coverage, 24 days paid leave per year, free and direct access to Cross Knowledge e-learning platform.
Interested and qualified? Go to Action Against Hunger | ACF-International on acfinternational.applytojob.com to apply
