Feedback and Complaint Mechanism Officer (Subject to donor approval)

Mission East

  • Takhar
  • Permanent
  • Full-time
  • 5 days ago
About Mission East:Mission East is an international relief and development organisation working in crisis-affected countries. We deliver emergency relief during disasters as well as long-term development assistance. Mission East works to support vulnerable people and help local communities lift themselves out of poverty and marginalisation. We work directly with our beneficiaries or through local and international partners. We constantly strive to strengthen the relevance, effect and sustainability of our programmes.More information on Mission East can be found at: https://missioneast.orgJob Description:Role Purpose:CFMO is going to assist in assessing and implementing accountability mechanisms in the FAO project. His/her role is to receive, process and respond to concerns from the community on project services, assistance or staff-behaviour; and ensure regular maintenance of complaint and feedback database /information system. The CFM officer is responsible for the overall day-to-day management of the CFM hotline. She/ he will act and be the main focal point for the beneficiary and non-beneficiary complaint and feedback about all activities in the targeted area. The CFM officer will maintain regular coordination with MEED's MEAL team and support by providing weekly reporting on the receipt of feedback /complain and assist in managing the mission feedback database.Key Tasks and Responsibilities:Manage Feeback and Complaints Mechanism:
  • CFMO is responsible for establishing and running a robust complaints and feedback system, in line with Core Humanitarian Standards and FAO's accountability requirements. Integration of AWAZ Afghanistan's outreach materials will be part of CFM.
  • Undertake regular visits to field and project sites to hold awareness creation and sensitization meetings with community and other stakeholders to publicise CFM.
  • CFMO will receive complaints and feedback and provide appropriate responses to enquiries. Centralised call centre will be established to receive feedback and complaints from all intervention areas.
  • Assist the PC in capturing and storing complaints and feedback; lessons learned and good practices for effective knowledge management. Ensure all project staffs are sensitised about CFM, and they encourage community to offer feedback.
  • Refer project specific complaints to the person responsible for follow-up.
  • Build necessary awareness and commitment among project staffs towards CFM, ensuring that MEED's core commitments and SOPs are respected.
  • Ensure complaints are closed within the appropriate timeframe.
  • Maintain relevant database on complaints and feedback (solved and pending), under the guidance of PC. Ensuring information is shared among team members and MEAL colleagues on a regular basis.
  • Provide accurate information related to the subject beneficiary matter and other related ongoing activities.
  • Follow-up and receive weekly feedback, and case status related to the internal cases referred to the projects. Ensure all documents and actions taken are documented, and feedback is given back to the beneficiary.
  • Perform other duties and responsibilities as required that may be assigned by PC.
Support implementing project activities:
  • Extend proactive support to PC in planning and implementing project activities whenever required.
  • Support PC in organising technical trainings on agriculture, use of manure and fertiliser, green-house, solar dryers etc., and running of early warning systems.
  • Actively involve in village and beneficiary selection, and explaining the role of beneficiary under various activities.
  • Undertake regular visits to field and project sites to support implementation, communicate with beneficiaries and address implementation challenges.
  • Support PC in identifying areas of improvement.
Project Quality Assurance:
  • Understand MEED's organisational values, goals and strategic priorities. Ensure CFMO's work plan, attitude and behaviour reflect MEED's ideologies.
  • Read carefully and understand the project related documents and help PC and other project team members identifying gaps, if any.
  • Support other colleagues in documenting success stories.
Miscellaneous:
  • Comply with MEED policies and practices, especially with respect to PSEA, child protection, code of conduct, health and safety, and equality.
  • Any other tasks assigned by line manager to achieve the objectives of position.
Job Requirements:Selection Criteria:You will have the following experience, skills and qualifications:Education:Bachelor's degree in management studies such as Social Sciences or Business Administration.Experience:
  • At least 3 years of active professional and relevant experience in monitoring and evaluation preferably under emergency or post-conflict setting.
  • At least 2 years of experience in an international NGO preferably in an emergency or post-conflict setting, beneficiary reception and/or counselling, CFM, or related field.
  • Experience in handling sensitive feedback.
  • Experience of presenting (sensitive) data and convey information clearly and concisely and identify trends.
  • Experience in facilitating the capacity building efforts of diverse colleagues.
Technical Skills:
  • Technical understanding of agriculture and allied activities. Ability to conceptualize and deliver trainings to community groups.
  • Fluency in Dari, and Pashto (speaking, reading, writing) and good command over English (speaking, reading, writing)
  • Computer literate (MS Office). Proficiency in Windows Excel and quantitative analysis
  • Good communication and interpersonal skills
  • Strong organizational and team working skills.
  • Highly approachable trustworthy and confidential
  • Cultural awareness and sensitivity about local issues.
  • Proven presentation and reporting skills
OTHER criteria:
  • Ability to work long and odd hours, including weekends.
  • Understand confidentiality.
  • Exposure to local dynamics of different districts in Takhar, and experience of leading projects in those areas will be added advantage.
Submission Guideline:Submission Guideline:This role will be filled on a rolling basis. We will be actively reviewing the applications as they are received, which means shortlisting and selection may take place irrespective of the deadline. We therefore encourage interested candidates who meet the minimum requirement for the role, to submit their applications as soon as possible rather than waiting for the last moment.You may submit your application to the link bellow and click on submit button to ensure your application is submitted.https://missioneast.bamboohr.com/careers/105?source=aWQ9MTk%3DSubmission Email:https://missioneast.bamboohr.com/careers/105?source=aWQ9MTk%3DSimilar Jobs

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