CCCM CRM Officer at ACTED

CCCM CRM Officer

Location: Borno

About the job

• This position falls under the direct management of ACTED’s CCCM Team Leader and CCCM Program Manager
• ACTED’s CCCM CRM Officer will play an integral part of the camp management team of ensuring that all inhabitants of the camp are living a safe, secured and dignified life. This will require constant interaction with the camp community, coordination, monitoring and understanding the protection risks and challenges faced in the camp.
• The CCCM CRM Officer will assist the CCCM officers/CCCM Database assistant in camp activities such as camp committee creation, surveys and assessments, assisting in data collection, leading outreach campaigns.

Core Functions / Responsibilities
Establishment and Management of the Feedback Mechanism for all ACTED Humanitarian Projects:

• 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 ACTED core policies are respected.
• Ensure regular maintenance of complaints and feedback database/information System and ensure information is shared on a regular basis

Management of the Hotline System:

• Address the queries of callers using setup hotline while respecting ethical and professional behavior in accordance with the ACTED 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:

• 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 ACTED – 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.

Internal Relationships
Internal:

• CRM officer: Technical hierarchical relationship – exchange of information, collaboration, coordination
• Project Manager: Operational hierarchical relationship– exchange of information, reporting, collaboration, coordination
• Project Officers: Ensure exchange of information, collaboration and coordination.
• M&E Field Assistants: Manage M&E Field Assistants to ensure exchange of information, collaboration and coordination.
• Other ACTED M&E staff: exchange of information, collaboration and coordination.

About you

• All employees should master ACTED’s core Principles: Independence, Neutrality, Non-discrimination, free and direct access to victims, Ethics, Professionalism, anti-Corruption, Transparency and Accountability. Moreover, we also expect the following:

Essential qualifications and experience:

• Completion of university degree in Database, Humanities, Social Studies, or another relevant degree
• Minimum two years of experience in international and/or local NGO; ideally involved in the direct implementation of field level humanitarian assistance to refugees or IDPs.
• Experience in community services, women empowerment, youth activities, protection, distribution or registration.

Essential knowledge and skills:

• Extensive knowledge of Nigerian displacement context.
• Excellent communication skills.
• Excellent interpersonal and team-playing skills.
• Highly flexible, with the ability to use initiative.
• Ability to work in a multi-cultural environment.
• Commitment to humanitarian principles and values.
• Understanding of gender, protection and human rights.
• Commitment to promoting gender equality.

Preferred experience:

• Proficiency in English and local language, both oral and written.
• Experience in working with national partners, local/government authorities, and UN organizations.
• Experience, including leading/supervising subordinate staff, organizing activities and report writing.
• Experience in training and capacity-building of staff.
• Experience in CCCM, including Introduction to CCCM Training.
• Preferable experience operating in a refugee/IDP camp environment.
• Knowledge of logistics and procurement processes.

We offer

• Contract length: 6 Months
• Level: D2-1 (national contract)
• Start date: As soon as possible Desirable

Application Deadline
14th October, 2019.

Hot to Apply
Interested and qualified candidates should:
Click here to apply online

Application process

• Only motivated applications that address the stipulated duties and meet the required qualifications will be considered. CV-only applications will not be considered.
• ACTED considers all applicants on the basis of merit without regard to race, sex, colour, religion, sexual orientation, age, marital status, or disability.

Note

• CVs will be review on rolling bases.
• Due to the large numbers of expected applicants ACTED will only inform shortlisted candidates. We apologise for the inconvenience. Only short-listed applicants will be invited for written test and oral interview.
• For general information about ACTED, please consult: www.acted.org