Overview
The Community Feedback Response Officer is responsible for establishing, managing, and strengthening accountability and feedback mechanisms throughout digital biographic registration, cash distribution cycles, and post-distribution follow-up.
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, pre-registration list discrepancies, QR code loss/damage, Transfer amount discrepancies, FSP-related issues and Protection or safeguarding concerns are recorded, categorized, and addressed promptly.
- Maintain updated complaints database (FRM automation system or database export).
- Categorize complaints by Type, Location (Woreda/Kebele), gender/Age (if applicable) and status (open/closed/escalated).
- Ensure timely closure of cases within agreed timelines.
- Compile and submit weekly field updates during registration and monthly accountability reports (SCI & WFP formats).
- Ensure all feedback channels are safe and accessible for Women, Children, Elderly and Persons with disabilities.
- Immediately report safeguarding concerns in line with SCI safeguarding policy.
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.
