• Application Deadline:
• Position: Complaint Mechanism Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 1 year


• Location Borno


• Job Field NGO/Non-Profit  , Project Management 
  

Goal / Purpose

• The Complaint Mechanism Officer will ensure coherent and timely response to feedbacks and complaints from project stakeholders.

Main Responsibilities

Management of Complaint Response Mechanism (CRM):

• Ensure that all information related to complaints is properly recorded and that the logbook is clean


• Follow proper implementation of CRM standard operating procedures and refer all cases to the appropriate focal point


• Ensure follow-up of all cases referred to the management team until the closure of the case


• Ensure proper archiving for future reference and submit timely complaints reports


• Participate in training field teams on CRM information plan

Ethic and Professional Practice:

• Display high commitment to confidentiality


• Address beneficiaries’ feedbacks and complaints in a professional manner and provide accurate information on SI programs and CRM

Reporting:

• Bring to light any difficulty linked to his or her activities, to the programs of Solidarités or security concerns


• Report any information or difficulty connected to his/her activity

Profile

• Bachelor's Degree Social Work / Social Sciences, Project Management or related field


• At least one years’ experience in MEAL, project management, accountability to affected population management or similar position


• Good understanding of CHS standards and humanitarian accountability


• Experience in capacity building of staff


• Good computer skills (Microsoft word, Excel and PowerPoint)


• Good capacity in qualitative and quantitative data collection and data analysis


• Good analytical and writing skills


• Language: English, Hausa is a must. Understanding other local language is an added advantage