Complaint Mechanism Officer at Solidarites International (SI)

Complaint Mechanism Officer at Solidarites International (SI). Please make sure you read the job requirements before applying for this position.

Solidarites International (SI) is a French humanitarian organization which provides aid and assistance to victims of war or natural disaster. For over 38 years the association has focused on meeting three vital needs – water, food and shelter. Currently present in Nigeria since 2016, SI carries out emergency / post-emergency programs in WASH sector in North East region.

We are recruiting to fill the position below:

Job Title: Complaint Mechanism Officer

Location: Maiduguri, Borno
Line Manager: Program Manager / Area MEAL Manager
Functional Manager: Field Coordinator

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 proper archiving for future reference and submit timely complaints reports
• Participate in training field teams on CRM information plan
• Ensure follow-up of all cases referred to the management team until the closure of the case

Ethic and Professional Practice:

• Display high commitment to confidentiality
• Address beneficiaries’ feedbacks and complaints in a professional manner and provide accurate information onSI 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

Organizational Chart Position (Reporting and Functional Relationships):

• Line manager: Program Manager / Area MEAL Manager
• Line report(s) on base:
• Functional manager: Field Coordinator
• Functional report(s):

Profile
Education:

• Bachelor and /or graduate Degree in Social Sciences, International Development, Humanitarian Law or any other related field

Professional Experience:

• Minimum of 3 years’ experience in the humanitarian and/or development sector
• Minimum 1-year experience in accountability processes and management of a complaints mechanism
• Information management and systems expertise
• Excellent communication skills and the ability to liaise with colleagues from different departments
• High flexibility
• Ability to take initiative
• Fluency in English, knowledge of Hausa and Kanuri highly desirable.
• Good understanding and experience in protection and accountability mainstreaming
• Proficiency in MS Office

What We Offer

• Salary + Transport& housing contributions + 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.

Method of Application

Interested and qualified candidates should:
Click here to apply

Note

• This position is only open for the indigenes of Borno State
• 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

Application Deadline

22nd September, 2021.