Overview
Support accountability to affected populations by operating complaint and feedback activities at CRC and surrounding IDP sites and host communities. The role focuses on receiving, documenting, and referring complaints and feedback related to CCCM, Shelter, and WASH services, under supervision.
Tasks Summary
- Collect, manage, and address complaints, feedback, and inquiries from IDPs and host community through CRC desks and field visits.
- Accurately register complaints using approved CFM tools and formats.
- Refer complaints to supervisors and relevant teams and follow up on response statuses.
- Support awareness sessions on IDPs' rights, available services, and feedback channels.
- Assist in organizing CFM records and summary updates.
- Engage with the community to promote transparency and accountability in service delivery.
- Attend CRC during working hours to receive community feedback.
- Conduct short field visits to collect feedback from IDP sites.
- Update complaint logs and trackers daily.
- Display and maintain CFM visibility materials at CRC and sites.
- Conduct awareness sessions and mass campaign on services and available feedback channels.
Experience Requirements
- Experience from working in a humanitarian/recovery context.
- Knowledge and experience within a relevant administration, craft or technical field and ideally a relevant vocational qualification.
- Previous experience from working in complex and volatile contexts.
- Documented results related to the position’s responsibilities.
- Previous community work experience is an asset.
Qualification Requirements
• Secondary school certificate or higher.
