CFM Officer - Humanitarian Crisis Response

Job Description

Title: CFM Officer - Humanitarian Crisis Response

Company Name: Islamic Relief Bangladesh

Vacancy: 01

Age: Na

Job Location: Noakhali (Hatiya)

Salary: Tk. 91521 (Monthly)

Experience: --

Published: 2026-09-03

Application Deadline: 2026-09-09

Education:

Requirements: --

Skills Required:

Additional Requirements:

Responsibilities & Context:

A functional, responsive, and transparent CFM system is established & managed- 30%

• Develop, implement, and maintain a comprehensive Complaint & Feedback Mechanism system under the GFA program.

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

• 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.

• Supervise & manage Help Desks Assistants and build capacity of the team.

• Works in close collaboration with Programme and other relevant units to ensure efficient dissemination and utilisation of CFM information.

• Ensures Protection and Accountability to Affected Populations in the GFA program.

• Update the Monthly indicator progress tracker and monthly activity tracking sheet.

• Update monthly reports as per the requirements of donors.

• Support the Project Manager in preparation for donor reporting by providing information coming from monitoring findings and data collected from field staff promptly.

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

• Daily CFM report submission to WFP and Project Manager.

Evidence-based decision-making supported through quality feedback analysis and reporting- 20%

• Ensure continuous, systematic, and timely monitoring of beneficiary feedback and complaints.

• Analyse complaint trends and prepare regular reports for management and program teams.

• Support performance measurement by collecting and validating information essential for program learning and improvement.

• Review the complaint in CFM tracker and provide feedback to HD for further initiative.

Effective support and coordination strengthen accountability processes- 20%

• Support Help Desk Assistants 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 the 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 & ensure protection and accountability- 20%

• 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.

• Promote gender-sensitive and protection-centered approaches in handling complaints.

• Ensure confidential, survivor-centred handling of sensitive complaints, particularly those related to GBV or SEA.

• Ensure that CFM processes are accessible to all, including women, elderly persons, people with disabilities, and other vulnerable groups.

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.

• A consolidated salary will be provided.

• No other benefits will be entitled apart from accommodation, mobile bill, tour allowance/Per-diem, insurance coverage (IPD, OPD, Life, DB, CIB), Leave (Annual, Casual, Sick, TOIL/CTO, R&R, Maternity, Paternity) etc.