CFM Officer-Humanitarian Crisis Response Programmes

Islamic Relief Bangladesh
is looking for
CFM Officer-Humanitarian Crisis Response Programmes

Key Points

For detailed job highlights, please download the job description from our official website )

Job Description / Responsibility

A functional, responsive, and transparent CFM system is established-30%

• Develop, implement, and maintain a comprehensive Complaint & Feedback Mechanism system under the GFA program.
• Ensure continuous, timely, and efficient monitoring of evidence-based client feedback and complaints and collection of information necessary to measure performance.
• Ensure all CFM channels (help desk, hotline, feedback boxes, community outreach, digital tools) operate effectively and consistently.
• Ensure timely intake, classification, referral, and resolution of complaints and feedback according to established SOPs.
• Supervise & manage Help Desks Assistants and build capacity.
• works in close collaboration with Programme and other relevant units to ensure efficient dissemination and utilisation of CFM information.
• Ensures Protection and Accountability to Affected Populations in the GFA program
• Update the Monthly indicator progress tracker and monthly activity tracking sheet.
• Update monthly reports as per the requirements of donors.
• Support the Project Manager in preparation for donor reporting by providing information coming from monitoring findings and data collected from field staff promptly.
• Prepare and compile CFM report, the Monthly & Quarterly CFM narrative report and any other report or analysis as per donor`s requirements.
• Daily CFM report submission to WFP and Project Manager

Evidence-based decision-making supported through quality feedback analysis and reporting-20%

• Ensure continuous, systematic, and timely monitoring of beneficiary feedback and complaints.
• Analyze complaint trends and prepare regular reports for management and program teams.
• Support performance measurement by collecting and validating information essential for program learning and improvement.
• Review the complaint in CFM tracker and provide feedback to HD for further initiative.

Effective support and coordination strengthen accountability processes-15%

• Support Help Desk Assistants to ensure proper documentation and communication with beneficiaries.
• Coordinate with Programme, Protection, M&E, and other units to ensure proper follow-up and dissemination of CFM findings.
• Facilitate feedback loops by ensuring beneficiaries receive timely responses to their concerns
• Ensure that projects have a system to track information produced to help report to donors and the management.
• Assist the team in developing a responsive, functional, and appropriate feedback mechanism that can improve current project implementation and guide future programming.

Safeguarding, protection, and accountability standards are upheld-15%

• Ensure the safety of team members from any harm, abuse, neglect, harassment, and exploitation to achieve the program'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 in case any reportable incident takes place and encourage others to do so.
• Ensure all safeguarding, PSEA, gender, and protection standards are followed during CFM operations.
• Lead or support the reporting, documentation, and referral of safeguarding and PSEA-related incidents according to organizational protocols.

Ensure protection and accountability-10%

• Promote gender-sensitive and protection-centered approaches in handling complaints.
• Ensure confidential, survivor-centered handling of sensitive complaints, particularly those related to GBV or SEA.
• Ensure that CFM processes are accessible to all, including women, elderly persons, people with disabilities, and other vulnerable groups.

Other Requirements-10%

• Gathered learning through specific analysis, best practices, lessons learned, and reports.
• Capture the challenges of the project and the way of overcoming them regularly.
• Assist program personnel in improving learning and sharing mechanisms in their projects.
• Perform any other tasks as requested by the Programme Manager.
• Comply with CP's policies and practices concerning PSEA, child protection, code of conduct, health and safety, equal opportunities, and other relevant policies and procedures.
• Ensures best practices in Gender Mainstreaming, PSEA, Protection and Accountability to Affected Populations in the GFA program

Educational Requirements

• Masters
• Master's degree in Social Science or Development Studies or Urban and Regional Planning or Statistics or Anthropology or Disaster Management or Economics or any other relevant social science field from a UGC approved university.
• Skills Required: Complaint Management, CFM

Experience Requirements

• At least 5 year(s)
• The applicants should have experience in the following business area(s): NGO, Development Agency

Additional Requirements

Essential Criteria

Experience

• Minimum 5 years of relevant work experience.
• Experience in Complaint and Feedback Mechanisms and MEAL functions.

Skills and Competencies

• Project implementation and project management skills.
• Social and community mobilization skills.
• Technical skills in complaint and feedback handling.
• Counselling skills.
• Case management skills.
• Facilitation abilities.
• Coordination, networking, and communication skills.
• Strong reporting and documentation skills.
• Monitoring and evaluation skills at intermediate to advanced level.
• Activity and financial management skills.
• Planning, analytical, and strategic management abilities.
• Teamwork and leadership qualities.
• Strong interpersonal and behavioural skills.
• Problem solving, conflict resolution, and sound decision making.
• Positive attitude and integrity.
• Professionalism, self confidence, and motivation.
• Commitment to the organisation's mission, vision, and values.
• Ability to adapt to organisational norms and expectations.
• Knowledge of personal health, safety, and security.
• Commitment to continuous learning and development.

IT Skills

• Strong working knowledge of Microsoft Word, Excel, PowerPoint, basic internet use, and database management.
• Ability to use Kobo Toolbox.
• Basic hardware and software troubleshooting skills.

Language

• Good command of English and Bangla in reading, writing, speaking, and listening.
• Ability to communicate in Rohingya language.

Desirable Criteria

Experience:

• Experience working in the FDMN context.
• Experience in General Food Assistance programming.

Skills and Competencies

Additional strengths in MEAL systems or advanced counselling and case handling.

Job Location

Noakhali (Hatiya)

Salary

Tk Monthly)