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Administration & HR
HR-N2
Version 01/2022 |
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Job Description
| Position |
Complaints Feedback and Response Mechanism Assistant |
Starting Date |
ASAP |
| Duration |
31 December 2024 (possibility to Extend) |
Publication Date |
05 September 2024 |
| Location |
Cox’s Bazar |
Type of contract |
Full Time/contractual |
| Salary |
40,000-43,000 BDT |
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About ACTED |
Created in 1993, ACTED is an international non-governmental organization pursuing a dual mandate of emergency response and development interventions in 40 of some of the world’s most vulnerable countries affected by conflicts, disasters, or socio-economic hardship. With a team of 7,000 national staff and 400 international staff, ACTED implements 500 projects a year to support more than 20 million beneficiaries, notably in hard-to-reach areas.
ACTED goes to the last mile through programs and approaches that look beyond the immediate emergency towards opportunities for longer-term livelihood reconstruction and sustainable development. Guided by the motto “Think Local, Act Global” and it’s 3Zero –Zero Exclusion, Zero Carbon, and Zero Poverty – strategy, ACTED puts local territories at the center and provides tailored support to local needs. More on www.acted.org
In Bangladesh, ACTED started its activities in 2017 in order to respond to the Rohingya Refugee Crisis in the sector of Site Management, Natural Resource Management, Community Based Protection,Information Management, Drain Monitoring & Intervention, Emergency Preparedness Response, & SuLMER & CDCS in the Camps of the Kutupalong-Balukhali Expansion Site, Cox’s Bazar. |
| Code Of Conduct |
All staff is required to abide by and observe:
- NGO Child protection policy
- NGO Code of conduct
- NGO Anti-terrorism & Anti-Fraud policy
- NGO Data Protection Policy
- Non-discrimination policy
- Transparency, integrity, and accountability
- Goodwill and positive attitude in the accomplishment of his/her tasks
- Cooperative attitude in interactions with NGO staff and the camp population
- Promotion of and adherence to Prevention of Sexual Exploitation,Abuse and harrasement principles and guidelines
- Confidentiality
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Key roles and responsibilities |
DUTIES AND RESPONSIBILITIES
- Complaints and Feedback Mechanism Implementation:
- Implement and manage the CFM for the WFP NRM project in accordance with ACTED Bangladesh, ACTED Global, and WFP standards
- Set up and manage CFM helpdesks at project activity sites and during cash distributions
- Receive, document, and process complaints and feedback from beneficiaries and community members
- Ensure confidentiality and data protection in handling sensitive information
- Conduct regular community consultations to raise awareness about the CFM and gather feedback on its effectiveness
- Monitoring and Reporting
- Monitor various activities of the WFP NRM project, with a focus on promoting the CFM
- Conduct on-site monitoring of cash distributions, ensuring proper CFM procedures are followed
- Maintain and update the COMPFU (Complaints Follow-up) tracker to monitor the status of received complaints
- Prepare monthly CFM reports for the WFP NRM project, including trends analysis and recommendations
- Contribute to the preparation of monthly and quarterly reports as required by ACTED and WFP
- Data Collection and Analysis
- Assist in the collection of Post-Distribution Monitoring (PDM) data for the WFP NRM project
- Support the implementation of the endline survey for the project
- Analyze CFM data to identify trends, patterns, and recurring issues
- Provide regular updates to the AAP Officer on CFM trends and key findings
- Capacity Building and Awareness
- Assist in training project staff and volunteers on CFM procedures and best practices
- Conduct awareness sessions for beneficiaries on their rights, entitlements, and how to use the CFM
- Develop and distribute Information, Education, and Communication (IEC) materials related to the CFM
- Coordination and Liaison
- Liaise with other departments within ACTED to address and resolve complaints efficiently
- Coordinate with WFP and other relevant stakeholders on CFM-related matters
- Participate in relevant coordination meetings and working groups related to accountability and CFM in the camps
- Quality Assurance and Improvement
- Regularly review and suggest improvements to the CFM process based on feedback and lessons learned
- Ensure that all CFM activities comply with ACTED's policies, including safeguarding and data protection
- Contribute to the development and revision of CFM tools and procedures
- Documentation and Information Management
- Maintain accurate and up-to-date records of all CFM activities.
- Ensure proper filing and archiving of CFM-related documents, both in hard copy (if any) and digital formats
- Manage the CFM database, ensuring data accuracy and regular backups
- Others
- Provide regular and timely updates on progress and challenges to supervisors and other team members
- Assist project and MEAL teams with other activities, as requested by immediate supervisor
Perform any other related activities assigned by immediate supervisor. |
| Required qualifications and technical expertise |
The candidate must have the following educational degree
- Bachelor's degree in social sciences, development studies, or a related field
- Minimum 2 years of experience in community engagement, accountability, or MEAL roles, preferably in humanitarian contexts.
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| Selection Criteria |
- Fluency in written and spoken English.
- Strong organisational skills
- Strong understanding of humanitarian principles and standards, particularly related to accountability and community engagement
- Experience with data collection, analysis, and report writing
- Excellent communication and interpersonal skills, with the ability to interact with diverse stakeholders
- Good proficiency in English for communication and fluency in Rohingya dialect for direct communication with beneficiaries (must)
- Proficiency in Microsoft Office suite, particularly Excel; familiarity with data collection tools (e.g., KoboToolbox) is an asset
- Strong attention to detail and ability to maintain confidentiality
- Willingness to work in challenging environments and ability to handle stress
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| How to apply |
The application form must be submitted in English, with a CV, a cover letter, and application form. The application form is available here. (Download the form and attach with e-mail)
Please send your application by 14 September 2024 to the following addresses:
by e-mail: bangladesh.jobs@acted.org
Please write in the subject line of your application “Application for Complaints Feedback and Response Mechanism Assistant”. To ensure your application in our recruitment process, kindly remember to include the specified subject line in your email. Ensure a working phone number/email address is included in the application. Shortlisted candidates will be notified by phone. Please be aware that the application material is not returnable.
Acted does not charge money or any kind of fee at any stage of the recruitment process.
Ethnic Groups, PWSN & Female candidates are strongly encouraged to apply |
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