Complain Response Mechanism (Port Sudan) – Action Against Hunger
Job Description
| Based in | Sudan – Port Sudan – Capital office |
| Title | Complain Response Mechanism |
| Duration | 12 Month |
| Position length | 1 year (renewable based on Evalution) |
| Salary | 1100 -1260 USD (Gross) |
| Closing Date | 10-Sep-2024 |
You’ll contribute to ending world hunger by …
- 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
Key activities in your role will include
- 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.
Do you meet the profile required criteria?
| 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 ProgramEthical, 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 LanguageSound 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 PowerPointExperience 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 Evalution)
- 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.
