Complaint and Feedback Mechanism Officer

Job Description

Title: Complaint and Feedback Mechanism Officer

Company Name: World Vision Bangladesh Rohingya Crisis Response (WV BRCR)

Vacancy: 1

Job Location: Cox's Bazar (Ukhia)

Employment Status: Contractual

Educational Requirements:
∎ Candidates should have Master Degree in any discipline preferably Social Science/Development Studies/Public Health

Experience Requirements:
∎ At least 3 year(s)

Job Responsibilities:
∎ Review the Daily and Monthly CFM reports and generate an analytical report detailing all cases by type for immediate action by Programme and other related functions.
∎ Follow-up with the relevant units in Program to ensure that beneficiary complaints are reviewed and that actions are taken in a timely and effectively manner and to ensure feedback is provided to beneficiaries.
∎ Management and effective operation of the CFM as per the agreed SOP, including by supervising the CFM (Hotline) Operators, work closely with the CFM colleagues to prepare a work plan for each staff member with clearly measurable outputs and outcomes.
∎ Review the current CFM Tracking & Follow-up Model with a view to refining it for better outcome reporting, case management and coordination with relevant units, offices for closure discussions internally.
∎ Escalate failed CFM cases to Management to take appropriate action to dispose these cases in a timely or satisfactory manner.
∎ Conduct monthly analysis of CFM tickets into the CFM platform, following-up with CFM team to ensure all tickets are cleaned and logged accordingly as indicated in the Standard Operating Procedure.
∎ Produce analytical monthly reports based on feedbacks and complaints logged into the CFM platform, which highlight the key concerns and issues received from beneficiaries in addition to trends observed over time.
∎ Coordinate with Donor on issues related to the distribution process, field activities and any other operational needs in terms of communicating with beneficiaries.
∎ Provide technical support and advice to Help Desk Assistant.
∎ Provide technical support regarding any communication with affected populations, for example drafting SMS's, FAQ's, information sessions, posters and leaflets.

Additional Requirements:
∎ Must have knowledge and skills of project implementation
∎ Familiar with and abide by the NGO/Red Cross Code of Conduct, the People in Aid Code, HAP, Core Humanitarian standards
∎ Oral and written communication skills in English and Bengali
∎ Ability to work in a team
∎ Work under pressure and can take additional responsibilities
∎ Intermediate level of computer literacy using of Microsoft Office Microsoft Word, Excel, MS Power Point, SPSS & other database program.
∎ Proven skill in quantitative and report writing
∎ At least three years hands on experience in monitoring and evaluation of development / emergency projects
∎ World Vision is committed to first do no harm to children or adult beneficiaries, to respect the rights of all beneficiaries, and to uphold the best interests of children as a primary consideration in all actions and decisions; accordingly all the recruits will go through specific checks and compliance procedures in accordance to its Child and Adult Safeguarding Policy.
∎ World Vision Bangladesh has zero tolerance towards incidents of violence or abuse against children or adults, including sexual exploitation or abuse, committed either by employees or others affiliated with our work. World Vision Bangladesh as Child Safe Organization discourages anyone to apply with prior record of conviction related with child neglect, abuse and exploitation.

Salary: Negotiable

Compensation & Other Benefits:
∎ Weekly 2 holidays, Mobile bill, Medical allowance, Insurance
∎ Festival Bonus: 1

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 8 Feb 2022

Company Information:
∎ 5 Feb 2022
∎ World Vision Bangladesh Rohingya Crisis Response (WV BRCR)
∎ Address : Abedin Tower (2nd floor), 35 Kemal Ataturk Avenue, Banani, Dhaka - 1213, P.O. Box: 9071 Hotel Bay Marina, (1st Floor) Plot# 61, Block # B, PWD Residential Area, 4700 Cox's Bazar
∎ Web : http://www.wvi.org/bangladesh

Category: NGO/Development

: World Vision is committed to first do no harm to children or adult beneficiaries, to respect the rights of all beneficiaries, and to uphold the best interests of children as a primary consideration in all actions and decisions; accordingly all the recruits will go through specific checks and compliance procedures in accordance to its Child and Adult Safeguarding Policy. World Vision Bangladesh has zero tolerance towards incidents of violence or abuse against children or adults, including sexual exploitation or abuse, committed either by employees or others affiliated with our work. World Vision Bangladesh as Child Safe Organization discourages anyone to apply with prior record of conviction related with child neglect, abuse and exploitation.Any personal persuasion will result in disqualification.Please don't send hard copy CV.Only short-listed candidates will be called for interview.Women are highly encouraged to apply.*Photograph must be enclosed with the resume.