Action Against Hunger | ACF-International is recruiting for fulltime Complaint Response Mechanism Assistant.
Action Against Hunger 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.
Objective 1: Establishment and Management of the Feedback Mechanism for all AAH Humanitarian Projects Tasks and Responsibilities:
Handling of the CRM phone lines
Receive complaints and feedback via the CRM toll free line.
Respond to enquiries from program beneficiaries
Refer program specific complaints to CRM focal points.
Build staff awareness and commitment to a complaints mechanism, ensuring that all SOPs and AAH core policies are respected.
Ensure regular maintenance of complaints and feedback database/information System and ensure information is shared on a regular basis
Objective 2: Management of the Hotline System Tasks and Responsibilities:
Address the queries of callers using setup hotline while respecting ethical and professional behaviour in accordance with the AAH standard operating procedures and HAP guidelines.
Lodge all feedback, complaints and response in the CRM database
Support to ensure complaints are closed within the appropriate timeframe
Ensure CRM database is forwarded to the CRM officer on monthly basis and important complaints on toll free line reported immediately
Ensure confidentiality of complaint data is respected
Provide accurate information related to the subject callers matter and other related Ongoing activities.
Ensure 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 Tasks and Responsibilities:
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 CRM 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.