Complain Feedback Mechanism Assistant-CFMA

Job Description

Title: Complain Feedback Mechanism Assistant-CFMA

Company Name: NGO Forum for Public Health

Vacancy: 05

Age: at least 26 years

Location: Cox's Bazar (Ukhia)

Minimum Salary: Tk. 42000 (Monthly)

Experience:
∎ At least 2 years
∎ The applicants should have experience in the following business area(s):NGO, Development Agency

Published: 27 Dec 2024

Education:
∎ Masters in Social or Political Science / Sociology / Development Studies / Law / C&PM / International Relations / Computer Science or other relevant subjects.

Requirements:

Additional Requirements:
∎ Age at least 26 years
∎ Experience in the field of Protection (case management, CBP, CP, GBV etc.) activities
∎ Must have proven experience in managing similar project activities successfully
∎ At least 2 year(s) sound experience and knowledge on Protection (case management, Community Based Protection, CP, GBV etc.) activities along with CFM or CFRM, referral,  & emergency support activities in refugee & host operations.
∎ The candidate should have ability to work independently & must have experience of team management, strong analytical, problem-solving, Conflict Management, decision-making capabilities, Diplomacy, tact & negotiation, implementing comprehensive organizational development projects and work experience with UN sector approach at field implementation level.
∎ Diplomacy, tact and negotiating skills are essential
∎ Previous exposure to UN sector approach at field implementation level
∎ Profound management & creative skills in implementing comprehensive organizational development projects
∎ Excellent verbal and written communication, presentation and reporting skills in English along with MS office, KOBO etc. & effective interpersonal & negotiation skills, proven through successful interactions with all levels of stakeholder groups.

Responsibilities & Context:
∎ The purpose of the position is to carry out the duties & responsibilities of ‘Complain & Feedback Mechanism Assistant (CFMA)’ under the supervision of ‘CC & CFM Supervisor’ and ensure effective implementation of the organizational Community Based Protection project activities.
∎ Major Duties and Responsibilities:
∎ Supervise and monitor the filed level CFM team.
∎ Delegate responsibilities to the CFM team.
∎ Receive complaints, feedback & requests through CFM SOP guidelines and refer them to the individual relevant service provider.
∎ Operate CAIPP tools Microsoft Power BI Dashboard to refer to automated relevant sector focal points and check duplicate cases.
∎ Continuous follow-up of pending cases and advocacy with relevant sector focal points.
∎ Share key messages and information verified by UNHCR staff.
∎ Ensuring outreach to the community hence promoting the awareness of the information point in the area of operation.
∎ Presence at the CFM desk or information point during working hours whilst reaching out to the community in accessing the information service center by division of tasks between all staff.
∎ Closely work with the UNHCR protection focal point and solve high-risk cases.
∎ Building on a local ‘Knowledge bank’ that will lay down a foundation in providing updated FAQs, and relevant information for the different locations as needed.
∎ Develop an online daily reporting server for daily data analysis with the UNHCR KOBO data sheet.
∎ Data analysis from the UNHCR KOBO server and find out gaps.
∎ Develop weekly camp situation and statistics reports and timely submit to UNHCR representatives.
∎ Develop monthly, quarterly or other periodical narrative report and submit donor UNHCR representative.
∎ Attend monthly sector meetings and general coordination meetings in the CiC office as CwC focal point and represent challenges and achievements.
∎ Develop perodical (weekly/monthly/quarterly etc.) progress activities reports and timely submit and approve from the CiC office.
∎ Assist to develop a Completion report and needs assessment and timely submit and approve from the CiC office.
∎ Ensure the safety of team members from any harm, abuse, neglect, harassment and exploitation to achieve the programme'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 if any report-able incident occurs, and encourage others to do the same
∎ Set up and maintain database, filing, documentation, and record systems to support all the above-mentioned works.
∎ Train and coach volunteers & relevant stakeholders on identified learning needs.

Compensation & Other Benefits:
∎ As per Human Resource Policies & Procedures of NGO Forum for Public Health.

Employment Status: Contractual

Job Location: Cox's Bazar (Ukhia)

Job Highlights:

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.