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Complaints Response Mechanism Assistant at 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.Position DetailsJob Title: Complaints Response Mechanism AssistantLocation: Potiskum, Yobe StateStart date: As Soon As PossibleDirect Line Manager: CRM OfficerGross Basic Salary: NGN 156,995 -  NGN 252,100 per monthObjective 1Support the establishment and management of the Complaint Response Mechanism for all ACF projectsTasks and ResponsibilitiesSupport the Accountability Officer in setting up the different Complaints Response Mechanism in relevant project locationsRespond to enquiries from program beneficiariesRefer program specific complaints to CRM focal pointsEnsure confidentiality of complaint data is respectedEnsure regular maintenance of complaints and feedback database/information system, and ensure information is shared on a regular basisSupport the M&E and Program teams in activity implementation, to ensure beneficiary access to CRM channels (feedback days, complaints booths, field visits...)Objective 2Handling of the toll free lines systemTasks and ResponsibilitiesAddress the queries of callers using setup hotline while respecting ethical and professional behaviour in accordance with the ACF standard operating procedures and HAP guidelinesProvide accurate information related to the subject callers matter and other related ongoing activities when possibleRefer sensitive complaints to relevant personnel within ACF senior management teamLodge all feedback, complaints and response in the CRM databaseSupport to ensure complaints are closed within the appropriate timeframeEnsure CRM database is forwarded to the CRM officer on a monthly basis and important complaints on the toll-free line reported immediatelyEnsure accurate recording of all the data related to the callers in the hotline data base and understand Action Against Hunger programs/projectsObjective 3Reporting and ReferralsTasks and ResponsibilitiesSubmit 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 baseFollow-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 & EXTERNAL RELATIONSHIPInternalCRM officer: Technical hierarchical relationship - exchange of information, collaboration, coordinationProject Manager: Operational hierarchical relationship– exchange of information, reporting, collaboration, coordinationProject Officers: Ensure exchange of information, collaboration and coordination.M&E Field Assistants: Manage M&E Field Assistants to ensure exchange of information, collaboration and coordination.Other Action Against Hunger M&E staff: exchange of information, collaboration and coordination.  Apply at

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