CFM Officer-Humanitarian Crisis Response Programmes

Job Description

Title: CFM Officer-Humanitarian Crisis Response Programmes

Company Name: Islamic Relief Bangladesh

Vacancy: 1

Age: Na

Job Location: Noakhali (Hatiya)

Salary: Tk. 91521 (Monthly)

Experience:

• At least 5 years
• The applicants should have experience in the following business area(s): NGO, Development Agency

• At least 5 years
• The applicants should have experience in the following business area(s): NGO, Development Agency

Essential Criteria

Academic Qualification

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

Experience

• Minimum 5 years of relevant work experience.

• Experience in Complaint and Feedback Mechanisms and MEAL functions.

Skills and Competencies

• Project implementation and project management skills.

• Social and community mobilization skills.

• Technical skills in complaint and feedback handling.

• Counselling skills.

• Case management skills.

• Facilitation abilities.

• Coordination, networking, and communication skills.

• Strong reporting and documentation skills.

• Monitoring and evaluation skills at intermediate to advanced level.

• Activity and financial management skills.

• Planning, analytical, and strategic management abilities.

• Teamwork and leadership qualities.

• Strong interpersonal and behavioural skills.

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

• Positive attitude and integrity.

• Professionalism, self confidence, and motivation.

• Commitment to the organisation’s mission, vision, and values.

• Ability to adapt to organisational norms and expectations.

• Knowledge of personal health, safety, and security.

• Commitment to continuous learning and development.

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 skills.

Language

• Good command of English and Bangla in reading, writing, speaking, and listening.

• Ability to communicate in Rohingya language.

Desirable Criteria

Experience:

• Experience working in the FDMN context.

• Experience in General Food Assistance programming.

Skills and Competencies

Additional strengths in MEAL systems or advanced counselling and case handling.

A functional, responsive, and transparent CFM system is established-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.

• 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.

• Analyze 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-15%

• 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-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.

Ensure protection and accountability-10%

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

• Ensure confidential, survivor-centered 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

• 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.