Goal      Focal point for CRM for Action Against Hunger Sudan 

Objective 1: Support the establishment and management of the Complaint Response Mechanism for all ACF projects

• Support the MEAL Manager in setting up Complaints Response Mechanism in relevant project locations
• Ensure regular maintenance of complaints and feedback Master logbook and ensure information is shared regularly
• Conduct regular spot-checks of beneficiary awareness on the CRM procedures
• Support the Program teams in activity implementation, to ensure beneficiary access to CRM channels                                        (feedback days & time, hotline numbers, complaints boxes, field visits)
• Ensure high standards of confidentiality of complaints data

Objective 2: Operate the CRM system, record, refer, and respond the complaints/feedback with MEAL and Program teams:

• Answer calls and record all feedback, complaints and responses in the CRM logbook
• Address the queries of callers using hotline while respecting ethical and professional behavior in accordance with the                  Action Against Hunger standard operating procedures
• Record and address complaints/feedback captured in other mechanisms such as suggestion box, internal staff, partners                or from other sources
• Provide accurate information related to the subject callers matter and other related ongoing activities when possible
• Respond to enquiries from program beneficiaries with consultations from relevant members (MEAL Manager, Country Director)
• Refer program specific complaints to the MEAL Manager
• Refer sensitive complaints to the MEAL Manager
• Ensure complaints are resolved and closed within the appropriate timeframe
• Ensure CRM Master logbook is forwarded to the MEAL Manager on a monthly basis and important complaints on the             toll-free line reported immediately

• Ensure accurate recording of all the data related to the callers in the hotline logbook and understand                                             Action Against Hunger programs/projects

Objective 3: Post-distribution remote monitoring/follow up calls:

• Conduct verification calls with the beneficiaries after cash transfers or in-kind distribution
• Record the verification calls results in the tracker calls sheet and finally archive them in the Master logbook
• Share the verification calls results to the MEAL Manager
• Follow up thoroughly on any unusual cases noticed and work with the MEAL Manager to determine way out

Objective 4: Reporting, Communications and Referrals:

• Submit internal, and accurate reports to the MEAL Manager. The reports will be submitted weekly, or daily according to        the urgency of the call; include monthly recommendations, if needed, to the MEAL Manager as received
• Accurately refer cases internally within the different departments – with the support of the MEAL Manager –                         following the base standard operating procedures set for the referral system
• 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
• Closely work with the MEAL and Program teams on accountability aspects

Objective 5: Monitoring Activities:

• Frequently conduct data collection using different methods as part of monitoring activities at project sites and in collaboration with community volunteers and our local partners
• Conduct other monitoring activities assigned by the MEAL Manager
• Train community volunteers and local partners on CRM cards, CRM boxes, projects talking points, digital data collection.
• Perform other duties as may be assigned by the MEAL Manager.

Minimum Qualifications, Experience and Skills

• Bachelor’s degree in Social Science, Law, Business Administration or a related qualifications
• At least with 1 year relevant experience in developing and maintaining accountability and learning activities
• Experience in project monitoring and evaluation with an national/international NGO
• Good data collection/data entry, processing, and archiving skills
• Understanding of HAP (Humanitarian Accountability Project), Do No Harm and other relevant global standards
• Experience of developing and/or managing complaints reporting mechanisms
• Demonstrated knowledge of accountability especially feedback mechanisms concepts and international humanitarian quality standards
• Excellent verbal and written communication skills in English and Arabic
• Strong computer skills and ability to use standard computing packages such as word, excel, power point, spreadsheets and database software programs
• Ethical, focused on treating complainants/ community fairly and culturally sensitive
• Sound facilitation, analytical, planning, conceptual, and report writing skills
• Willingness to answer beneficiary calls every day
• Willing to travel throughout the project areas
• Ability to work independently with minimal supervision and be initiative
• Self-motivated, result-driven and reliable

Preferred

• Previous experience in operating a call centre would be preferred
• Previous experience in handling complaints or feedback mechanism
• Proven interest & commitment to humanitarian and development principles and demonstrable understanding of conflict/ post conflict development contexts
• Strong team working and interpersonal skills and good organizational skills

COMPULSORY POLICIES AND DOCUMENTS TO KNOW AND ENDORSE

• Code of Conduct and Principle Chart
• Protection against sexual exploitation and abuse (PSEA) Policy
• Prevention and management of harassment cases and labor conflicts
• Child protection policy
• Gender policy
• Security Document-Data protection policy
• Transparency Policy
• Anti-corruption policy

KINTERNAL DOCUMENTS FOR THE POSITION PROPER PERFORMANCE

• PEN AAH-E (National Strategic Plan) and ISP AAH (International Strategic Plan).
• Mission strategy
• AAH Theory of Management
• Values and principle chart
• Deontology Code and Ethic Committee
• Feedback Mechanism Protocol
• Donors Guidelines
• Kit Log, Admin Procedures, HR Procedures
• Internal Regulations
• Action Against Hunger Code of Conduct including Principles
• Security plan

FEMALE CANDIDATES STRONGLY ENCOURAGED TO APPLY