Complaint and Feedback Mechanism Technical Officer Moldova

Contract

This is a Professional contract (NRC) contract. More about Professional contract (NRC) contracts.

The CFM Technical Officer is responsible for handling feedback, complaints, and request for information from affected populations and other stakeholders received through the different mechanisms in place. The CFM Technical Officer will be part of the CFM team, which is hosted within the MEL Unit that falls under the Programme Unit at the Country Office. The CFM Technical Officer will support the CFM Team in the day-to-day collection and processing of complaints and/or feedback from different channels. Additionally, The role of the CFM Technical Officer is to establish and implement the CFM system to increase the availability and use of timely and accurate information at programs and at country levels by catalysing the use of technology and data driven approach, for informed decision-making to ultimately improve the service provision and programme impact for people affected by displacement, and promote accountability. Within this context, the CFM Technical Officer will provide technical support to in-country staff pertaining to CFM and accountability, and build capacity in the country mission by identifying and supporting the implementation of effective, cost efficient and meaningful CFM and accountability systems.

Qualifications

• Diploma or degree in social sciences or other relevant fields.
• Previous experience working in complex and volatile contexts.
• Experience in complaints and feedback systems and management in a humanitarian/recovery/development context or experience handling a hotline/helpline is desirable.
• Excellent oral and written communication skills.
• Proficiency with Microsoft applications.
• Strong data management, data analysis and presentation.
• Knowledge of, respect and empathy for affected populations.

Responsibilities

Specific responsibilities:

• Handle and process feedback, complaints, and request for information from affected populations received through the different mechanisms in place including the country hotline, in person visits, online feedback form, emails, and complaint boxes, etc. Specifically, this will entail collection of comprehensive beneficiary information and their feedback/complaint, accurately recording and categorization of cases in the CFM database and following up and eventually closing cases in line with the CFM SOPs. • Raise awareness on NRC’s complaints and feedback mechanisms, internally and externally. • Support the education and protection programme staff in the development and implementation of the child-friendly complaints and feedback mechanisms (CfCFM). • Support the collection of complaints and feedback collection during beneficiary registration and during activities involving communities including distributions. • Facilitate referrals for service requests and conduct protection referrals, including Prevention of Sexual Exploitation and Abuse (PSEA), in line with NRC’s SOPs. • Support the CFM Team in the analysis of CFM data and report writing. • Support the CFM Team in the facilitation of community-level feedback sessions. • Support the process to establish and update CO Complaint and Feedback Mechanism Systems. • Capacity building and training of programme, M&E, and partners staff on CFM technical and conceptual areas. • Support M&E teams and program teams to ensure that CFM is in place for each project, well understood by the team members/partners, and communicated to the project participants. • Perform any other duties as instructed by the line manager.