Job Description

Since 1993, as an international non-governmental organization, ACTED has been committed to immediate humanitarian relief to support those in urgent need and protect people’s dignity, while co-creating longer term opportunities for Sustainable growth and fulfilling people’s potential.

ACTED endeavors to respond to humanitarian crises and build resilience; promote inclusive and Sustainable Growth; co-construct effective governance and support the building of civil society worldwide by investing in people and their potential.

We go the last mile: ACTED’s mission is to save lives and support people in meeting their needs in hard to reach areas. With a team of 5,000 national staff 450 international staff, ACTED is active in 37 countries and implements more than 500 projects a year reaching over 20 million beneficiaries.

You will be in charge of:

The HQ Beneficiary Complaints and Response Management (CRM) Referral Intern contributes to the reception, consolidation and referrals of complaints received from the CRM.

This includes notably the following responsibilities: 1. COMPFU consolidation and Analysis of complaints:

a. Under the guidance of the HQ AME Manager, contribute to the consolidation of all COMPFUs received from the different countries and create a report on a bi-annual and annual basis b. Produce a detailed ‘hot issue’ analysis every month checking Level 5 complaints in all COMPFUs with the objective to ensure that the level of information reflected in the COMPFU is consistent with what has been reported to the Investigation Unit c. Conduct a monthly random check of all complaints of selected COMPFUs decided by the Investigation Manager and Appraisal, Monitoring and Evaluation Manager with the aim to ensure that the complaints are properly classified as per the right sensitivity level, verifying that the level of information is sufficient to classify the complaints and ensure that lower-level complaints were not misclassified d. Contribute to provide feedback to missions on an ad hoc basis, depending on the results of the review operated on COMPFUs e. Review complaints downgraded to level 4 or lower (for pilot countries) on a sample basis decided by the Investigation Manager and Appraisal, Monitoring and Evaluation Manager f. Assist in the creation of dashboard integrated in the COMPFUs.

2. Training, capacity-building and lessons learned:

a. Contribute to develop lessons learned and risk mitigation measures / action plans for missions for which issues are detected in regards to sensitive complaints classification and management; b. Contribute to develop training on classification of complaints, use of COMPFUs and Technical Guidance Note c. Where required, provide assistance to field teams on questions related to CPMPFU use and functionalities d. In collaboration with the Investigation Unit, contribute to develop training on sensitive complaints management specifically dedicated to staff susceptible to receive level 5 complaints (interview guidelines to ensure the right level of information is collected, guidelines on immediate notification to management, on general reporting lines, on protection and confidentiality, etc.) e. In collaboration with the Investigation Unit, contribute to develop protocols and standard operating procedures to ensure a streamlined and optimized sensitive complaints management.

3. Reporting, support and other tasks:

a. Contribute to reports and presentations upon request of the line manager b. Translation of documents, reports, memos upon request of the line manager; c. Any other tasks as requested by the line manager.

All the information managed by the HQ CRM Referral Intern is considered as potentially extremely sensitive and must be handled with the utmost care and confidentiality.**
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