Complaint Response Officer (Accountability, Safeguarding & PSEA)

Job Description

Title: Complaint Response Officer (Accountability, Safeguarding & PSEA)

Company Name: Human Relief Foundation

Vacancy: --

Age: At least 30 years

Job Location: Anywhere in Bangladesh

Salary: --

Experience:

• 5 to 7 years
• The applicants should have experience in the following business area(s): NGO

• Bachelor/Honors
• Masters

• Bachelor's or master's in social science, Social Work, Law, Development Studies,

• Psychology, Gender Studies, or related field

• Training in PSEA, safeguarding, accountability, or GBV preferred

• 5 to 7 years
• The applicants should have experience in the following business area(s): NGO

• Age At least 30 years

• 5-7 years in accountability, safeguarding, protection, MEAL, GBV, or child protection

• Experience with complaint/feedback mechanisms in humanitarian or development settings

• Experience in confidential case handling and reporting

• Experience in Rohingya and highly vulnerable districts in Bangladesh

• Experience with UN/NGO/donor-funded projects preferred

• Skills & Competencies

• Strong knowledge of safeguarding, PSEA, and accountability systems

• Ability to handle sensitive information with confidentiality and integrity

• Strong communication, facilitation, and coordination skills

• Ability to conduct data analysis and reporting

• Understanding of child protection and GBV referral systems

• Strong ethical judgment and community engagement skills

• Ability to work in complex field environments

• Language Requirements

• Fluency in Bangla and English required

• Knowledge of Chittagonian or Rohingya dialect is an advantage

• Child Safeguarding and Ethical Compliance

• The position involves work with vulnerable children and sensitive child protection information. The selected candidate must comply with HRF Bangladesh's safeguarding, confidentiality, data protection, and PSEA/SEA-SH policies. Any violation of safeguarding or ethical standards may result in disciplinary action, including termination.

Organization: Human Relief Foundation (HRF), Bangladesh

Project Type: Anticipated Donor-Funded Child Protection Project

Duty Station: District Office

Duration: Up to 24 months (subject to donor approval and funding availability)

Reports To: Team Leader

Technical Coordination: Child Protection Adviser, GBV Manager, MEAL/MIS teams, Field Coordinators, Safeguarding/PSEA focal points

Project Overview

HRF Bangladesh is preparing for an anticipated child protection systems-strengthening project focused on strengthening and reactivating Community-Based Child Protection Committees (CBCPCs) across Rohingya camps and selected high-risk districts in Bangladesh.

The project aims to support Government-led child protection systems through community coordination, volunteer mobilization, safeguarding compliance, referral linkage support, monitoring, documentation, and evidence-based reporting.

Position Purpose

The Complaint Response Officer will establish and manage a safe, confidential, and accessible Complaint and Feedback Mechanism (CFM) for communities and project stakeholders.

The role ensures that:

Communities can safely submit complaints, feedback, and safeguarding concerns

Complaints are properly recorded, categorized, and tracked

Sensitive cases (SEA/SH, child protection, misconduct) are safely referred

Feedback is used to improve project quality and accountability

Confidentiality and data protection are strictly maintained

The role is not investigative, except where formally authorized under safeguarding protocols.

Key Responsibilities

1. Complaint & Feedback Mechanism Management

Establish and maintain complaint channels (hotline, boxes, focal points, field reporting systems)

Ensure inclusive access for children, women, persons with disabilities, and marginalized groups

Develop complaint registration, tracking, referral, and closure systems

Ensure alignment with HRF policies, donor requirements, and safeguarding standards

2. Safeguarding, PSEA & Sensitive Complaint Handling

Support implementation of PSEA, child safeguarding, and code of conduct systems

Ensure immediate referral of SEA/SH and sensitive complaints through proper channels

Maintain confidentiality, dignity, and a survivor-centered approach

Support staff capacity to safely receive disclosures without risk or harm

Ensure mandatory reporting and escalation procedures are followed

3. Community Accountability & Awareness

Orient communities, CBCPC members, and volunteers on complaint mechanisms

Develop simple communication materials on rights, reporting channels, and confidentiality

Promote safe, voluntary, and respectful participation in project activities

Strengthen accountability to affected populations through feedback use

4. Data Management & Confidentiality

Maintain a secure complaint database with access control

Ensure anonymization and protection of sensitive data

Coordinate with MIS and MEAL teams for data quality and reporting

Produce trend analysis and complaint summary reports

Ensure compliance with safeguarding data protection standards

5. Coordination with MEAL/MIS & Field Teams

Integrate accountability indicators into MEAL systems Coordinate with MIS for data management and analysis

Support field teams in recording non-sensitive feedback

Share complaint trends with management for corrective actions

Ensure feedback informs adaptive project improvements

6. Capacity Building & Training

Train staff on complaint handling, safeguarding, PSEA, and confidentiality

Develop SOPs, flowcharts, and referral guidelines

Conduct refresher orientations for field staff and community focal points

Promote safe communication and ethical handling of complaints

7. Field Monitoring & Risk Management

Conduct field visits to assess the complaint mechanism's effectiveness

Identify barriers to reporting (fear, stigma, access issues, etc.)

Monitor risks such as retaliation, confidentiality breaches, or misuse

Recommend corrective actions to management and technical teams

8. Reporting & Documentation

Prepare monthly complaint and accountability reports

Contribute to quarterly donor reports with anonymized data

Track complaint response timelines and closures

Escalate serious safeguarding issues to authorized focal points

Maintain corrective action tracking system

Key Deliverables

Complaint & Feedback Mechanism implementation plan

SOPs, tools, and referral flow systems

Community awareness materials

Staff training modules and guidance notes

Secure complaint database system

Monthly complaint trend and analysis reports

Safeguarding/PSEA reporting updates

Field monitoring reports

Quarterly donor reporting inputs

Corrective action tracking matrix

• Salary and benefits will be determined based on HRF Bangladesh's internal structure, project budget, and donor approval.