Complaints response mechanism assistant-accountability

Action Against Hunger

Job Summary

Collect qualitative and quantitative information on program effectiveness as it relates to beneficiary satisfaction, and stakeholders level of involvement on program activity at field level.

  • Minimum Qualification: Degree
  • Experience Level: Entry level
  • Experience Length: 1 year

Job Description

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

Collect qualitative and quantitative information on program effectiveness as it relates to beneficiary satisfaction, and stakeholders level of involvement  on program activity at field level.

Tasks & Responsibilities:

  • Working with Complaint Response Mechanism officer to ensure feedback mechanisms are established and functional at AAH targeted communities
  •  Assist to ensure complaint database log are properly documented and severe issues promptly reported to the Complaint Response Mechanism officer
  • Assist to strengthen the quality of accountability in emergency response under direct management of the CRM Officer and M&E PM.
  • Working with the program team to assist in sensitizing the communities on their protection, rights and privileges.

Objective 2

Provide complaint response mechanism support for program implementation.

Tasks & Responsibilities:

  • He/she will assist to ensure the upholding the organisation commitments towards Humanitarian Accountability Partnership (HAP) standards especially in regards to information sharing, beneficiaries’ participation, complaints and response mechanism by all .
  • CRM Assistant working with CRM Officer, will build capacity of Staff and stakeholders, monitor AAH performance against 2010 HAP standard,
  • He/ she will be first point of contact for beneficiary complaints and establishment and management of the Feedback Mechanism for all AAH humanitarian projects
  • Management of the hotline system.
  • Reporting and Referrals.
  • Represent AAH externally in relevant forums and working groups at State level.
  • Assist in ensuring stakeholders (beneficiaries, program staff, etc.) are guided and protected against sexual abuse and exploitation.

Objective 3

Tasks & Responsibilities:

  • This job description is not intended to be all-inclusive and the employee will perform other related tasks as required and responsible for reporting and communication of progress and achievement of the specific assigned task.
  • Work effectively as a member of the M&E team to ensure optimization of resources cross the team as well as delivering consistency and effectiveness of practice.
  • Other relevant duties and project work as directed by the CRM Officer.
  • Maintenance of high technical standards.
  • Conduct all duties in a professional manner following Action Against Hunger Nigeria mission staff regulations, mandate and charter.

Internal & External Relationship


  • CRM Officer, Deputy Program Manager and Program Manager: Technical hierarchical relationship- exchange of information, collaboration, coordination
  • RRM field team: exchange of information, collaboration and coordination.


  • Bachelor's Degree in Management, Social Research, Development studies or a related field
  • Minimum of 1 year relevant work experience in developing and maintaining accountability and learning activities.

Skills & Experience


  • Demonstrated knowledge of accountability especially feedback mechanisms concepts and international humanitarian quality standards.Strong understanding of HAP, Do No Harm and other relevant global standard;
  • 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 programme.
  • Ethical, focused on treating complainants/ community fairly  and culturally sensitive;
  • Excellent computer skill especially developing databases;
  • Fluency in English and local languages especially Hausa and shuwa (both written and spoken skills);
  • Sound analytical and conceptual skills;
  • Excellent communication skills and experience in report writing;
  • Commitment to AAH mission, values and policy.


  • Previous experience in handling feedback mechanism;
  • Previous experience of working with NGOs;
  • Proven interest & commitment to humanitarian and development principles and demonstration understanding of conflict/post conflict development contexts.

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