AAP/CFM (Complaints Feedback Mechanism) Assistant

Job Description

Title: AAP/CFM (Complaints Feedback Mechanism) Assistant

Company Name: Friendship

Vacancy: 1

Age: Na

Job Location: Anywhere in Bangladesh

Salary: Negotiable

Experience:

Published: 2025-09-24

Application Deadline: 2025-09-30

Education:

Requirements:

Skills Required:

Additional Requirements:

Responsibilities & Context:

Role Profile:

Under the direct supervision of Nutrition Supervisor-Nutritionist, the CFM Assistant is responsible for assisting in the day-to-day implementation of the Community Feedback and Response Mechanism. Main responsibilities are mostly related to Accountability of Affected People (AAP) and include documentation of feedback and complaints, routing record keeping and reporting. The position requires the ability to work at the field level with a multi-sectoral program team and to interact effectively with a wide variety of community members. This position is based on the camp level at Ukhiya, Cox’s Bazar.

Responsibilities:

Managing Complaints, Feedback and Response

• Assist the MEAL Officer in working with program staff and beneficiaries to develop structure and methods for managing the complaints and feedback in the field as well maintaining the integrity of information received

• Lodging, directing and follow up of complaints in close coordination with MEAL officer.

• Take session related CFM during health education and nutrition sensitization group meeting

• conduct exit interview 4 weekly

• Management of CFM database by ensuring proper documentation and aggregation

• With support from the MEAL Officer, ensure the collection of quality complain and feedback across the response

• Interface and support program team members, support program coordination, and policy engagement

• Analyse and prioritize the complaints according to their sensitivity

• Assist in program update for the responsible management and internal information sharing

• Assist MEAL Officer with data collection processes if needed

• Assist to conduct AAP sessions and monitoring

• Assist with implementation of program evaluations (data collection)

• Support MEAL Officer in conducting assessments as needed

• Assist in handling, documenting, confidentiality, and security of all information resources related to feedback and complaints from beneficiaries

• Support complaints and Feedback Mechanism, including communicating responses to complaints; liaising with management to ensure prompt follow up on feedback and complaints received

• Support in the improvement and establishment of CRM good practice to ensure accountability and all feedback is responded to in a timely manner

• Ensure confidentially of complaints and information received from various sources

• Closely work with safeguarding and protection officer (another stakeholder)

Reporting Learning and strengthen capacity and cross cutting

• Prepare regular and ad-hoc reports as requested and timely submit to MEAL Officer

• Participate in trainings as requested

• Work with field teams to collect information on potential case studies and success stories.

• Other duties as directed by line manager(s)

Skill and Competencies

Education and relevant experience:

• Minimum graduation in any discipline/relevant subjects

• At least 2 years of working experience

• Working experience in Nutrition program will add value

 Desired Skills

• Good relations with community people

• Ability to work in a team

• Minimum 2 (two) Years Relevant Job Experience in NGO/INGO sector

• Experience in emergency context is an asset

• Motivation to work in the humanitarian field and sharing of EMERGENCY’s values and mission

• Must have a good knowledge of the refugee context in the region

• Strong flexibility is required in terms of mobility and working hours

• Good communication skills in local dialect

• Basic computer skill MS Word and Excel

 Read Before Apply

Please note that application via any other method will not be considered.

“FRIENDSHIP is committed to safeguarding children, young people, and adults, and employees, Donors, visiting Doctors, visiting Journalists, visitors, beneficiaries including communities where we work and volunteers/interns. We believe every stakeholder and every member of the communities we work with, has the right to be protected from all forms of harm, abuse, neglect, harassment, and exploitation - regardless of age, race, religion, and gender, status as an individual with a disability or ethnic origin. Therefore, our recruitment policy and procedure fully include background checks and disclosure of criminal records in order to ensure safeguarding. 

FRIENDSHIP is an equal opportunity employer and will do everything possible to ensure that those who are suitable to work within our values and beliefs are recruited to work for us. Any personal persuasion will result in a disqualification of candidature”.

Photograph must be enclosed with the resume.