Assistant CFM Officer - Humanitarian Crisis Response

Ensure the CFRM for the project participant according to the IR Principle and guidelines - 40%

• Receiving & recording complaints and feedback from the rightsholders/FDMNs regarding their entitlements under GFA project.

• Ensure continuous, timely, and efficient monitoring of evidence-based client feedback and complaints and collection of information necessary to measure performance.

• Implement and maintain the Complaint & Feedback Mechanism system under the GFA program.

• Maintaining the CFM channel (Submission and response collection) in coordination with WFP.

• Ensure all CFM channels (help desk, hotline, feedback boxes, community outreach, digital tools) operate effectively and consistently.

• Ensure timely intake, classification, referral, and resolution of complaints and feedback according to established SOPs.

• Assist beneficiaries in solving problems in the distribution center, ensuring the entitlement to the complainants as per WFP response to the relevant complaint.

• Support finalising the project participant by ensuring endorsement and validation from relevant authorities.

• Update monthly reports as per the requirements of donors.

• Daily CFM report submission to CFM Officer.

• Prepare and share CFM compile report, the Monthly & Quarterly CFM narrative report and any other report or analysis as per the donor`s requirements.

Effective support and coordination strengthen accountability processes - 20%

• Support the project team to ensure proper documentation and communication with beneficiaries.

• Coordinate with Programme, Protection, M&E, and other units to ensure proper follow-up and dissemination of CFM findings.

• Facilitate feedback loops by ensuring beneficiaries receive timely responses to their concerns.

• Ensure that projects have a system to track information produced to help report to donors and management.

• Assist the team in developing a responsive, functional, and appropriate feedback mechanism that can improve current project implementation and guide future programming.

Safeguarding, protection, and accountability standards are upheld - 15%

• Ensure the safety of team members from any harm, abuse, neglect, harassment, and exploitation to achieve the program`s goals of safeguarding implementation.

• Act as a key source of support, guidance, and expertise on safeguarding for establishing a safe working environment.

• Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.

• Follow the safeguarding reporting procedure in case any reportable incident takes place and encourage others to do so.

• Ensure all safeguarding, PSEA, gender, and protection standards are followed during CFM operations.

• Lead or support the reporting, documentation, and referral of safeguarding and PSEA-related incidents according to organizational protocols.

Mobilize the FDMN community for receiving complaints and responding - 15%

• Organize awareness sessions in connection with entitlements and accountability.

• Meet the Rohingya Food Security volunteers and get the feedback.

• Issue a token after receiving complaints and follow up regularly.

• Dummy token issue and support to field staff for mobilisation support to outlet-level Crowd management.

Other Requirements - 10%

• Gathered learning through specific analysis, best practices, lessons learned, and reports.

• Capture the challenges of the project and the way of overcoming them regularly.

• Assist program personnel in improving learning and sharing mechanisms in their projects.

• Perform any other tasks as requested by the Programme Manager.

• Comply with CP`s policies and practices concerning PSEA, child protection, code of conduct, health and safety, equal opportunities, and other relevant policies and procedures.

• Ensures best practices in Gender Mainstreaming, PSEA, Protection and Accountability to Affected Populations in the GFA program.