Vacancy: Complaint Response Mechanism (CRM Officer) Re_ advertisement @ Action Against Hunger Spain Closing: 10/Feb/2025

Complaint Response Mechanism (CRM Officer) Re_ advertisement
Action Against Hunger Spain

Action Against Hunger is an international humanitarian organization committed to ending child hunger. We work in over 40 countries around the world, helping over 9 million people every year.

Vacancy No: #

Section/Unit: All Mission Departments

Supervisor: MEAL Coordinator

No. of Post: 1

Duty Station: Port Sudan with required travel to Areas of innervation

Closing Date: 10 Feb 2025

Background:

Implement the structure, resources, and tools of the Sudan mission’s Accountability framework.
Coordinate, implement, and report on all activities planned under AAH’s Feedback and complaints system.
Support the design, data collection methodology and analysis of output and outcome-oriented performance and process indicators relating to accountability to affected population.
Support the design methodology for assessments, monitoring and evaluation of Action Against Hunger interventions, providing sector guidance, recommendations, and lessons learnt.
Results-based data collection, analysis and reporting of beneficiaries’ feedback and complaints in close coordination and collaboration with the programs team and technical departments
Design, pilot and implement accountability tools.
Adapt to the context and roll out Action Against Hunger accountability framework and feedback mechanisms.
Mainstream cross cutting themes (gender, protection, conflict sensitivity, environmental sustainability) in MEAL processes and tasks.

Duties and responsibilities:

Objective 1: Management and implementation of the Complaint Response Mechanism for all AAH projects
Objective 2: Management of the toll-free and all other channels within the feedback and complaints system
Objective 3: Reporting and Referrals of feedback and complaints from beneficiaries and people of concern.
Objective 4: Promote Learning and Accountability Framework as relates to accountability in the mission.
Objective 4: Advocacy focal point.

Objective 1: Management and implementation of the Complaint Response Mechanism for all AAH projects
»	Build staff awareness and commitment to a complaint’s mechanism, ensuring that all SOPs and AAH core policies are respected.
»	Supervise the setting up the different Complaints Response Mechanism in relevant project locations.
»	Respond to enquiries from program beneficiaries.
»	Refer program specific complaints to FCRM/Program 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: Management of the toll-free and all other channels within the feedback and complaints system
»	Ensure the queries of callers using setup hotline are answered while respecting ethical and professional behavior in accordance with the AAH standard operating procedures and HAP guidelines.
»	Ensure sensitive complaints are referred to relevant personnel within AAH senior management team.
»	Supervise the lodging of all feedback, complaints and response in the FCRM database.
»	Ensure complaints are closed within the appropriate timeframe.
»	Validate FCRM database, perform analysis and narrative reports on monthly basis
»	Supervise the accurate recording of all the data related to the callers in the hotline data base and understand Action Against Hunger programs/projects
Objective 3: Reporting and Referrals of feedback and complaints from beneficiaries and people of concern.
»		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 AAH - 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.
»		Any other official responsibility assigned by the supervisor
»		Provide weekly/monthly reports on complaints received, monthly dashboard reports, weekly referral and feedback reports, learning documents and case studies, ad-hoc reports (assessments reports, newsletters, etc.)
Objective 4: Promote Learning and Accountability Framework as relates to accountability in the mission
»		Collect and document findings and learning through analysis of feedback and complaints trends
»	Support the development of learning papers through provision of inputs on lessons learnt sessions/workshops in relation to accountability to affected population.
»	Support in providing strategic initiatives on how to improve on learning harvest from FCRM
Objective5: Advocacy focal point and representation (10%)
»	Support the advocacy and campaign activities of the Action Against Hunger in relations to accountability and AAP.

Minimum Qualification, Skills and Experience Required:

Training:	University degree (BA in Social Sciences or any related field)
Technical specific knowledge:	Previous field experience in managing, implementing, and reporting feedback and complaint. Strong communication skills to interact with both vulnerable population and key stakeholders
Previous experience (years):	At least with 2-3 years of relevant experience in developing and maintaining accountability and learning activities.
Humanitarian sector knowledge:	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 Program Ethical, focused on treating complainants/ community fairly and culturally sensitive. Excellent computer skills, especially developing databases. Excellent verbal and written communication skills in English and Arabic Language Sound analytical and conceptual skills. Excellent communication skills and experience in report writing. Commitment to AAH mission, values and Policy Preferred • 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.
Organization knowledge:	No
Languages:	English, Arabic
IT systems:	Microsoft Word, Excel, and PowerPoint Experience with PowerBI and/or other data management, analysis, and visualization software is a plus. Experience with GIS software such as QGIS is a plus
Mobility (national/ international)	Yes, within Khartoum and all the bases where AAH implementing the project

Our remuneration package:

Based in: Sudan – Port Sudan - Capital office
Position length: 1 year (renewable based on Evaluation)
Line manager: MEAL Coordinator.
Salary: 1100 -1260 USD (Gross)
Annual Leave: 20 days/ year
Emotional care service at the service of the employee and family.

Notes:

This is a national job for Sudanese only.
Candidates may be contacted for other suitable positions within Action Against Hunger.
Due to the high number of applications received, only potential applicants will be contacted.
Women are more encouraged to apply for this job.
Applicants must submit their application through the following link http://employ.acf-e.org/index.php/positions/view/9650

Action against Hunger is committed to preventing any type of unwanted behavior at work such as but not limited to sexual harassment, sexual exploitation and abuse, lack of integrity and/or financial misconduct; We expects all staff and volunteers to share this commitment through endorsing our code of conduct and other related policies and only those who share our values and code of conduct will be recruited to work for us.