Information Officer (IO)

Job Description

Title: Information Officer (IO)

Company Name: Society for Health Extension and Development (SHED)

Vacancy: --

Age: At most 35 years

Job Location: Cox`s Bazar

Salary: Negotiable

Experience:

• At least 2 years
• The applicants should have experience in the following business area(s): NGO

Bachelor’s degree in Social Sciences, Development Studies, Communication, or related field

• At least 2 years
• The applicants should have experience in the following business area(s): NGO

• Age At most 35 years

Experience

 Minimum 2 years of experience in working Rohingya camps including Bhasanchar

 Experience in Rohingya response, AAP, or CFRM systems preferred

 Experience in supervising field staff in Rohingya response is an advantage

Skills & Competencies

 Strong knowledge of AAP, Digital CFRM, safeguarding, and referral mechanisms

 Experience using mobile data collection tools (INFORM, ONA, KoBo, etc.)

 Strong facilitation and community mobilization skills

 Good report writing and documentation skills in Bangla and English

 Ability to work in challenging and emergency contexts

 Strong interpersonal and coordination skills

 Proficiency in Microsoft Office and digital communication tools

 Ability to work under pressure and meet deadlines

 Ability to understand and communicate in the Rohingya language is required

Core Competencies

 Accountability and community responsiveness

 Leadership and team supervision

 Communication and facilitation skills

 Analytical and problem-solving ability

 Cultural sensitivity and ethical conduct

Deliverables

 Functional and responsive IFC and CFRM system

 Timely and quality feedback registration and referral follow-up

 Accurate and timely field reports and register maintain

 Improved community and stakeholder trust and engagement.

Job Purpose:

The Information Officer (IO) is a frontline field-level position responsible for managing and strengthening the Integrated Digital Community Feedback and Redressal Mechanism (CFRM), including IFC and call centre. The position ensures AAP, ESS, community engagement through community platform, information dissemination, feedback collection, referral follow-up, and monitoring of others SBC activities. The Information Officer (IO) will ensure smooth operation of Integrated Digital by maintaining effective coordination with camp authorities and project stakeholders to ensure accountability and service access for affected people.

Key Responsibilities with Engagement Percentage:

Total Engagement 100%: AAP-CFRM Management (40%), Managing Community Platform and consultation (20%), Follow-up Monitoring (20%), Reporting & Documentation (10%), Coordination & Liaison (10%)

A. AAP-CFRM Management – 40%

 Manage and ensure the effective functioning of the Information and Feedback Centre (IFC)

 Oversee the effective operation of the Call Centre-based digital CFRM system

 Ensure incident reporting through proper reporting channels within 24 hours

 Receive, register, categorize, and track community feedback, complaints, and referrals in accordance with UNICEF and World Bank case classification categories

 Ensure real-time data entry and submission using INFORM data management tools

 Ensure timely referral and follow-up of cases in coordination with relevant service providers

 Maintain all required registers, including logbooks, feedback loop registers, attendance sheets, movement registers and IFC & Call Centre dashboards

 Ensure accurate and up-to-date information dissemination to service seekers

 Maintain confidentiality and safeguarding standards when handling sensitive feedback and complaint cases

 Update the developed service maps regularly

 Promote integrated digital CFRM into the community

 Reduce environmental and social risks through project interventions in line with the SHED SBC ESRM Plan (April 2026 – March 2027)

 Ensure strict adherence to confidentiality, data protection, and safeguarding standards, particularly when managing sensitive cases (PSEA, child safeguarding, and GBV referrals)

B. Managing Community Platform and Consultation – 20%

 Ensure the formation of community platforms comprising adolescents, mothers, fathers, religious leaders, and community leaders

 Facilitate adolescent, fathers, and mothers group sessions in line with the project design

 Support the implementation of sessions for community and religious leaders, as well as other Social and Behaviour Change (SBC) interventions

 Organize and support meetings, group sessions, community consultations, advocacy initiatives, and sector coordination activities

 Conduct sessions on positive parenting, peer education, PSEA, child safeguarding, Accountability to Affected Populations (AAP), ESS issues, Disaster Risk Reduction (DRR) and emergency preparedness etc

C. Follow-up Monitoring & Evaluation – 20%

 Ensure follow-up monitoring for resolving community feedback and complaints

 Prepare and implement monthly follow-up monitoring visit plan

 Collect and verify field-level information/data to ensure quality and accuracy

 Identify gaps in implementation and recommend corrective measures

 Collect field data for supporting the necessary assessment

D. Reporting & Documentation – 10%

 Maintain all filed activity register accurately

 Prepare daily, weekly, monthly, and special reports in a timely manner

 Assist CEO in preparing activity and narrative reports

 Document case studies, success stories, and lessons learned

 Maintain organized documentation of feedback trends and response actions

F. Coordination & Liaison – 10%

 Liaise with RRRC, CiC, ACiC and local government authorities

 Maintain strong coordination with sector focal points and like-minded organizations

 Attend camp coordination, advocacy, and consultation meetings

 Build rapport with camp community members including religious leader, community leader, teacher, adolescents, parents and caregivers

As per Organization/project provision