Community Feedback Response Mechanism (CFRM) Officer

Job Description

Title: Community Feedback Response Mechanism (CFRM) Officer

Company Name: NGO Forum for Public Health

Vacancy: 01

Age: 28 to 40 years

Location: Cox's Bazar (Ukhia)

Minimum Salary: Tk. 90000 (Monthly)

Experience:
∎ 3 to 5 years
∎ The applicants should have experience in the following business area(s):NGO, Development Agency

Published: 27 Feb 2025

Education:
∎ Masters in Social Science/ Statistics/ Geography & Environment / Development Studies or other relevant Social Science.

Requirements:

Additional Requirements:
∎ Age 28 to 40 years
∎ Have a clear concept of camp administrative structure and different sectors and actors.
∎ In-depth knowledge of Camp WASH services.
∎ Advance knowledge in Microsoft Office Program.
∎ Experience in data collection through KOBO/ODK Toolbox.
∎ Skilled at data analysis & related narrative report writing.
∎ Familiar Community Feedback & Response Mechanism (CFRM) with CAIPP system.
∎ Working experience in Refugee Camps.

Responsibilities & Context:
∎ Raising awareness about the community feedback and response mechanism (CFRM) to the beneficiaries and others actors of the existing WASH services.
∎ Collecting the community feedback through the CFRM & CAIPP system and responding accordingly.
∎ Collecting the types of issues by proper channels like feedback, complaints, and queries and responding accordingly after coordinating with the respective team.
∎ Referred the collecting Feedback, Complaint, and Query (CFQ) to the respective sector and followed up on the issues. Follow up the CFQ response with the respective team.
∎ Improving the community accountability: Demonstrates commitment to listening to community needs and taking action based on feedback.
∎ Enhancing the program's effectiveness and monitoring: By incorporating community feedback, projects can be tailored to better meet the needs of beneficiaries.
∎ Creating beneficiaries trust in program implementation: Open communication and responsiveness to feedback foster trust between the organization and the community.
∎ Identification of Feedback, Complaint, and Query Issues: Provides a platform for raising concerns about potential problems or areas for improvement.
∎ Implement standardized procedures for receiving, documenting, and responding to complaints and feedback.
∎ Maintain confidentiality and data protection protocols in handling sensitive information.
∎ Manage the UNICEF Centralized CFQ & INFORM (Feedback, Complaint, and Query) system for case tracking and referrals with response.
∎ Monitor and maintain quality standards in complaint handling and response.
∎ Analyze the CFRM database and create the CFRM dashboard with a report that needs to be shared with UNICEF.
∎ Track all complaints and feedback received and ensure proper documentation of data in the KOBO system/excel sheet and keep up to date records in order to generate regular reports.
∎ Maintain clear follow-up tracking procedures for each case as well as Refer cases to the different actors depending on the nature of the complaint. following CRFM and info hub Standard Operating Procedures (SOP).

Compensation & Other Benefits:

Employment Status: Contractual

Job Location: Cox's Bazar (Ukhia)

Job Highlights:
∎ Provision of quality WASH services to the Rohingya refugee population in Ukhiya Upazila, Cox's Bazar District, Camp-6.
∎ The duration of the contract will be until January 31, 2026.

Read Before Apply:

APPLICATION PROCESS• Interested persons are requested to apply with a complete CV with contact mobile / telephone number and a copy of recent passport size photograph. NGO Forum is an equal opportunity employer and also encourages applications from qualified female candidates.• Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.• Application must be submitted through online by clicking on Apply Online Button.

Note: Application sent by email will not be considered. Only short-listed candidates shall be contacted. References will be taken and background and Anti-terrorism checks will be carried out in conformity with NGO Forum's Safeguarding policy of Children and Adults and Anti-Money Laundering Policy & Prevention of Terrorist Financing.

ATTENTION:• NGO Forum aims to attract and select a diverse workforce ensuring equal opportunity to everyone irrespective of race, age, gender, class, ethnicity, disability, location and religion.• NGO Forum is committed to ensuring that wherever we work there is no tolerance for the abuse of power, privilege or trust.• NGO Forum reinforces a culture of zero tolerance towards any form of inappropriate behaviour, abuse, harassment, or exploitation of any kind.• All employees are expected to abide by the Protection from Sexual Exploitation and Abuse & Child Protection Policy of NGO Forum.• The safeguarding of our beneficiaries, staff, volunteers and anyone working on our behalf is our top priority, and we take our responsibilities seriously.