Complaint Mechanism Officer Position at Solidarities International (SI)

Solidarités International (SI) is a leading international humanitarian NGO, providing vital assistance for over 40 years to populations affected by armed conflicts and natural disasters. Our mission is to meet essential needs for food, water, and shelter, with a particular focus on combating diseases linked to unsafe water, a leading cause of death worldwide. SI specializes in access to drinking water, sanitation, hygiene promotion, food security, and livelihoods. With a dedicated team of around 2,000 professionals operating in approximately 20 countries, SI upholds a commitment to cultural respect and humanitarian principles.

We uphold a strict zero-tolerance policy against exploitation, abuse, and harassment in our interventions, ensuring the safety and dignity of all beneficiaries and collaborators.

Job Title: Complaint Mechanism Officer
Location: Maiduguri, Borno
Employment Type: Contract
Contract Duration: 6 Months (with potential for extension)

Job Purpose

The Complaint Mechanism Officer will oversee the timely response to feedback and complaints from project stakeholders.

Main Responsibilities

1. Management of Complaint Response Mechanism (CRM):

   • Maintain accurate records of complaints and ensure a clean logbook.
   • Implement CRM standard operating procedures and refer cases to appropriate focal points.
   • Follow up on cases until resolution and archive records for future reference.
   • Submit timely complaints reports and participate in training field teams on CRM.

2. Ethics and Professional Practice:

   • Maintain confidentiality and professionalism while addressing beneficiary feedback.
   • Provide accurate information regarding SI programs and the CRM.

3. Reporting:

   • Highlight any challenges related to activities, programs, or security concerns.
   • Report issues related to your role and responsibilities.

Profile

• Bachelor’s degree in Social Work, Social Sciences, Project Management, or a related field.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Strong skills in qualitative and quantitative data collection and analysis.
• Excellent analytical and writing abilities.
• Fluent in English and Hausa; knowledge of other local languages is a plus.
• At least one year of experience in MEAL, project management, or a similar role.
• Understanding of CHS standards and humanitarian accountability.
• Experience in staff capacity building.

What We Offer

• Competitive salary, transport, housing allowance, and comprehensive social benefits, including medical coverage, annual leave, compassionate leave, public holidays, festive bonuses, and life insurance.

How to Apply

Interested and qualified candidates should click here to apply.

Note:

• Select the position "Complaint Mechanism Officer," complete the form, and attach your CV and motivation letter.
• Name your CV with your first name and surname.
• This position is exclusively for indigenes of Borno State, and qualified female candidates are encouraged to apply.

Application Deadline: September 26, 2024.

Conclusion

In conclusion, joining Solidarités International as a Complaint Mechanism Officer offers a unique opportunity to contribute to meaningful humanitarian efforts in Maiduguri, Borno. As part of a dedicated team, you will play a crucial role in ensuring that community feedback is addressed effectively, reinforcing our commitment to transparency, accountability, and the well-being of those we serve.

If you are passionate about making a difference and possess the relevant skills and experience, we encourage you to apply by September 26, 2024. Together, we can continue to support vulnerable populations and uphold their rights with dignity and respect.

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