Organizational background:

Action Contre la Faim (Action Against Hunger) has been conducting humanitarian programs in Somalia since May 1992. Currently, Action Against Hunger is conducting its humanitarian activities in Somalia focused on treating and preventing malnutrition, increasing access to clean water and appropriate sanitation, strengthening the food-security, livelihoods and thus boosting the resilience of communities in Somalia as well as emergency response via program bases in Somalia.

The Positions and responsibilities:

Action Against Hunger Somalia is looking for One (1) Somali national to fill the position of Complaints Response Mechanism (CRM) Assistant. The position will be based in Mogadishu-Somalia. The incumbent will report to the Meal Officer.

The Complaints Response Mechanism (CRM) Assistant’s core responsibilities will include but not limited to the following:

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

• Support the MEAL Manager in setting up the different Complaints Response Mechanism in relevant project locations
• Ensure regular maintenance of complaints and feedback database/information system, and ensure information is shared on a regular basis
• 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, complaints booths, 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 database
• Address the queries of callers using hotline while respecting ethical and professional behaviour in accordance with the Action Against Hunger standard operating procedures and HAP guidelines
• 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
• Refer program specific complaints to respective focal points
• Refer sensitive complaints to relevant personnel within Action Against Hunger senior management team
• Ensure complaints are resolved and closed within the appropriate timeframe
• Ensure CRM database is forwarded to the MEAL Officer 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 database 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 a database
• Share the verification calls results to the program and MEAL teams
• Follow up thoroughly on any unusual cases noticed and work with the concerned program/projects to determine way out

Objective 4: Reporting, Communications and Referrals:

• Submit internal, and accurate reports to the concerned programs/projects focal points. 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 different departments – with the support of the MEAL Officer – 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
• Perform other duties as may be assigned by the MEAL Manager.

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, Do No Harm and other relevant global standards
• Experience of developing and/or managing complaints reporting mechanisms for cash transfer programs
• Demonstrated knowledge of accountability especially feedback mechanisms concepts and international humanitarian quality standards
• Excellent verbal and written communication skills in English and Somali language including local dialects such as Maay
• 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