Complaint Mechanism Officer at Solidarities International (SI)

Solidarities International (SI) is an international humanitarian NGO which, for more than 40 years, has been providing assistance to populations affected by armed conflicts and natural disasters by meeting their vital needs for food, water and shelter. Particularly involved in the fight against diseases linked to unsafe water, the first cause of death in the world, SI’s interventions provide expertise in the field of access to drinking water, sanitation and hygiene promotion, but also in the essential area of food security and livelihoods. Present in around twenty countries, SI’s teams – 2000 people in total made up of expatriates, national staff, permanent staff at headquarters, and a few volunteers – work with professionalism and commitment while respecting cultures.

Job Title: Complaint Mechanism Officer

Location: Maiduguri, Borno

Employment Type: Contract

Contract Duration: Projected contract duration is 6 Months – with possible extension

Job 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 in Social work/Social Sciences, Project Management or a related field
• At least one year’ 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 analysis
• Good analytical and writing skills
• Language: English, Hausa is a must. Understanding other local languages is an added advantage.

What We Offer

• Salary + Transport & housing allowance + social benefits (medical coverage, 24 days of Annual leaves per year, compassionate leaves, public holidays as announced by government, festive bonus, Life insurance – covering death and permanent disability) etc.

Application Closing Date
26th September, 2024.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Note

• Select Complaint Mechanism Officer, fill the form and attach your CV and motivation letter.
• The CV attached must be named with your first name and surname.
• This position is only open to indigenes of Borno State, qualified female candidates are encouraged to apply