Compliance Feedback officer

Overview

The Community Feedback Response Officer is responsible for establishing, managing, and strengthening accountability and feedback mechanisms for humanitarian cash assistance programs. The role ensures community feedback is managed through various channels and recorded in a database for timely resolution and documentation.

Tasks Summary

• Establish and manage functional Complaints and Feedback Response Mechanisms (FRM).
• Set up and manage feedback channels including Help desk, Hotline service, In-person complaint desks and Community feedback committees.
• Compile and produce quality monthly accountability reports.
• Ensure complaints related to inclusion/exclusion errors, discrepancies, and safeguarding concerns are recorded, categorized, and addressed promptly.
• Maintain updated complaints database and ensure timely closure of cases.
• Support development of dashboards and accountability reports.
• Ensure all feedback channels are safe and accessible for vulnerable groups.
• Immediately report safeguarding concerns.

Experience Requirements

• 2-4 years of experience working in customer service roles.
• NGO experience is preferred but not essential.

Qualification Requirements

• Bachelor’s degree in economics, social sciences, public or business administration, or equivalent.

Other Details

Languages Required: • Strong communication skills in English, and Somali (In addition to Amharic) is mandatory. • Afaan Oromo and English are mandatory.

Languages Preferred:

Contract Duration: 4 months

Work Modality:

Remuneration: