Complaints Response Mechanism Assistant at Action Against Hunger | ACF-International

Action Against Hunger | ACF-International 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.

We are recruiting to fill the position below:

Job Title: Complaints Response Mechanism Assistant

Location: Damaturu, Yobe

Position Overview

  • CRM Assistant is responsible for ensuring mechanisms are in place in all Action Against Hunger programmes to strengthen the quality and accountability of emergency response under direct management of the CRM Officer and M&E DPM.
  • He/she will be responsible for upholding the organisation commitments towards Humanitarian Accountability Partnership (HAP) standards especially in regards to information sharing, beneficiaries’ participation, complaints and response mechanism.
  • CRM Assistant will be the primary support person to the CRM Officer, will build capacity, monitor AAH performance against 2010 HAP standard, and, crucially, will, in the first instance be the first point of contact for beneficiary complaints.

Specific Objectives

  • Provide support to the review and development of feedback mechanism systems and tools, in collaboration with CRM Officer and coordination team at Action Against Hunger Nigeria Mission.
  • Communicate and disseminate complaints handling procedures, policies and tools as appropriate to beneficiaries, project staff and other stakeholders.
  • Address the queries of callers using setup hotline while respecting ethical and professional behaviour in accordance with the ACF standard operating procedures and HAP guidelines.
  • Provide accurate information related to the on the subject callers matter and other related on going activities. Understand Action Against Hunger programs/projects, as well as in order to redirect internal cases to the right department or program.
  • Accurately refer cases internally within the departments of the ACF – with the support of the M&E DPM – 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.
  • Represent AAH externally in issues related to monitoring, evaluation, accountability and reporting (consortia, alliances and clusters) as needed.
  • Build staff awareness and commitment to a complaints mechanism, ensuring all SOPs and ACF core policies are respected.
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  • Bachelor’s Degree in Management, Social Research, Development Studies or a related field.
  • At least with 2 years relevant experience in developing and maintaining accountability and learning activities.
  • Demonstrated knowledge of accountability especially feedback mechanisms concepts and international humanitarian quality standards.
  • Fluency in English and local languages especially Hausa and Kanuri (both written and spoken skills).

Essential Skills and Experience:

  • 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 in developing and/or managing complaints reporting mechanisms for cash transfer programme.
  • Ethical, focused on treating complainants/ community fairly and culturally sensitive.
  • Excellent computer skills especially developing databases.
  • Excellent verbal and written communication skills in local languages (Hausa and Kanuri).
  • Sound analytical and conceptual skills.
  • Excellent communication skills and experience in report writing.
  • Commitment to AAH mission, values and policy.
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Preferred Skills and Experience:

  • 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.

Application Closing Date
8th May, 2017.

How to Apply

Interested and qualified candidates should send their applications by e-mail to:  To be considered, applications must include a CV and letter of interest, and indicate the full position title and location in the email subject line, or on the application envelope. For example, “Complaints Response Mechanism Assistant – Yobe”.

  • Applications received without these specifications will not be considered.
  • Only shortlisted candidate will be contacted.
  • Qualified women and men are encouraged to apply.

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