Feedback and Complaints Mechanism (FCM) Assistant at Action Against Hunger – Maiduguri

Feedback and Complaints Mechanism (FCM) Assistant at Action Against Hunger – Maiduguri – TDPel Jobs

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 of:
Job Title: Feedback and Complaints Mechanism (FCM) Assistant
Location: Maiduguri, Borno
Employment Type: Full Time
Proposed Start date: August 2021
Direct Line Manager: FCM Officer

Key Responsibilities
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 lines and complaints booths
Respond to enquiries from program beneficiaries ensuring 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.

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.

Application Closing Date
22nd July, 2021.

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