Assistant CFM Officer-Humanitarian Crisis Response Programmes

Job Description

Title: Assistant CFM Officer-Humanitarian Crisis Response Programmes

Company Name: Islamic Relief Bangladesh

Vacancy: 4

Age: Na

Job Location: Noakhali (Hatiya)

Salary: Tk. 69228 (Monthly)

Experience:

• At least 3 years
• The applicants should have experience in the following business area(s): NGO, Development Agency

• At least 3 years
• The applicants should have experience in the following business area(s): NGO, Development Agency

Essential:

Academic Qualification:

• Bachelor’s or Master’s degree in Social Science or Development Studies or Anthropology or Disaster Management or Economics or Statistics or any other relevant social science field from a UGC-approved university.

Experience:

• Minimum 3 years of relevant professional experience.

• Experience in Complaint and Feedback Mechanisms and MEAL functions.

Skills and Competencies:

• Project implementation and project management skills.

• Social and community mobilisation skills.

• Strong technical ability in complaint and feedback handling.

• Counselling skills.

• Case management skills.

• Facilitation skills.

• Coordination, communication, and networking skills.

• Strong reporting and documentation skills.

• Monitoring and evaluation experience at novice to intermediate levels.

• Activity and financial management skills.

• Planning, analytical, and strategic thinking abilities.

• Teamwork and leadership skills.

• Strong interpersonal and behavioural competencies.

• Problem solving, conflict resolution, and sound decision making.

• Positive attitude, integrity, professionalism, self-confidence, and motivation.

• Commitment to organisational mission, vision, and values.

• Ability to adapt to organisational norms and expectations.

• Knowledge of personal health, safety, and security practices.

• Openness to continuous learning and improvement.

IT Skills

• Strong working knowledge of Microsoft Word, Excel, PowerPoint, basic internet use, and database management.

• Ability to use Kobo Toolbox.

• Basic hardware and software troubleshooting abilities.

Language: Good proficiency in English, Bangla, Rohingya, and Chittagonian dialect in reading, writing, speaking, and listening.

Desirable

Experience

• Experience working in the FDMN context.

• Experience in General Food Assistance programmes.

Skills and Competencies:

• Additional strengths in advanced counselling or case management.

• Experience managing large scale community feedback systems.

Ensure the CFRM for the project participant according to the IR Principle and guidelines - 40%

• Receiving & recording complaints and feedback from the rightsholders/ FDMNs regarding their entitlements under GFA project.

• Ensure continuous, timely, and efficient monitoring of evidence-based client feedback and complaints and collection of information necessary to measure performance.

• Implement and maintain the Complaint & Feedback Mechanism system under the GFA program.

• Maintaining the CFM channel (Submission and response collection) in coordination with WFP.

• Ensure all CFM channels (help desk, hotline, feedback boxes, community outreach, digital tools) operate effectively and consistently.

• Ensure timely intake, classification, referral, and resolution of complaints and feedback according to established SOPs.

• Assist beneficiaries in solving problems in the distribution center, ensuring the entitlement to the complainants as per WFP response to the relevant complaint.

• Support finalising the project participant by ensuring endorsement and validation from relevant authorities

• Update monthly reports as per the requirements of donors.

• Daily CFM report submission to CFM Officer

• Prepare and share CFM compile report, the Monthly & Quarterly CFM narrative report and any other report or analysis as per the donor's requirements.

Effective support and coordination strengthen accountability processes - 20%

• Support the project team to ensure proper documentation and communication with beneficiaries.

• Coordinate with Programme, Protection, M&E, and other units to ensure proper follow-up and dissemination of CFM findings.

• Facilitate feedback loops by ensuring beneficiaries receive timely responses to their concerns

• Ensure that projects have a system to track information produced to help report to donors and management.

• Assist the team in developing a responsive, functional, and appropriate feedback mechanism that can improve current project implementation and guide future programming.

Safeguarding, protection, and accountability standards are upheld - 15%

• Ensure the safety of team members from any harm, abuse, neglect, harassment, and exploitation to achieve the program’s goals of safeguarding implementation.

• Act as a key source of support, guidance, and expertise on safeguarding for establishing a safe working environment.

• Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.

• Follow the safeguarding reporting procedure in case any reportable incident takes place and encourage others to do so.

• Ensure all safeguarding, PSEA, gender, and protection standards are followed during CFM operations.

• Lead or support the reporting, documentation, and referral of safeguarding and PSEA-related incidents according to organizational Protocols.

Mobilise the FDMN community for receiving complaints and responding - 15%

• Organise awareness sessions in connection with entitlements and accountability.

• Meet the Rohingya Food Security volunteers and get the feedback.

• Issue a token after receiving complaints and follow up regularly.

• Dummy token issue and support to field staff for mobilisation support to outlet-level Crowd management.

Other Requirements - 10%

• Gathered learning through specific analysis, best practices, lessons learned, and reports.

• Capture the challenges of the project and the way of overcoming them regularly.

• Assist program personnel in improving learning and sharing mechanisms in their projects.

• Perform any other tasks as requested by the Programme Manager.

• Comply with CP’s policies and practices concerning PSEA, child protection, code of conduct, health and safety, equal opportunities, and other relevant policies and procedures.

• Ensures best practices in Gender Mainstreaming, PSEA, Protection and Accountability to Affected Populations in the GFA program

• Consolidated Salary.

No other benefits will be entitled apart from Mobile bill, Free Accommodation, Tour allowance/Per-diem, Insurance coverage (IPD, OPD, Life, DB, CIB), Leave (R&R, Annual, Casual, Sick, TOIL/CTO, Maternity, Paternity), etc.