CFRM Assistant

“Help – Hilfe zur Selbsthilfe” is a German non-governmental charity-organization duly registered with the courts of law in Germany and in several host countries, including Afghanistan. Help was founded in 1981 by concerned Members of Parliament of all parties represented in the German Parliament. We started providing humanitarian assistance for Afghan refugees in Pakistan and Iran, and soon extended to development-oriented activities. We provide aid and development support regardless of race, creed or nationality. Priorities are set based on need and upon the request from partners and vulnerable communities to cooperate fairly and transparently.

The Community Feedback and Response Mechanism (CFRM) Assistant is responsible for supporting the implementation and day-to-day operation of the organization’s accountability and feedback mechanisms in project locations. The position holder ensures that community members, including beneficiaries and non-beneficiaries, have accessible, safe, and confidential channels to provide feedback, complaints, and suggestions regarding project implementation.

The CFRM Assistant contributes to strengthening transparency, accountability, and community participation by collecting, documenting, analyzing, and following up on feedback and complaints in coordination with the MEAL department

Scope of work

CENTRAL TASKS OF THE HELP PROGRAMME COORDINATION

The CFRM Assistant supports the effective functioning of the organization’s Community Feedback and Response Mechanism (CFRM) by ensuring that feedback and complaints from communities are systematically collected, recorded, categorized, and addressed.

The position holder contributes to improving project quality, transparency, and accountability by facilitating communication between communities and project teams, ensuring that concerns are addressed appropriately and in a timely manner.

AUTHORITY TO ISSUE DIRECTIVES AND RESPONSIBILITIES

The CFRM Assistant:

• Supports the implementation of accountability mechanisms at the field level.
• Ensure proper documentation and handling of community feedback and complaints.
• Maintains confidentiality and protection of sensitive information.
• Supports project teams in addressing and resolving feedback in accordance with organizational policies.

The position holder does not have supervisory authority but provides recommendations to MEAL and project teams based on community feedback.

DUTIES AND RESPONSIBILITIES OF THE EMPLOYEE

CFRM Implementation

• Support the establishment and functioning of community feedback mechanisms including complaint boxes, hotline numbers, community meetings, and help desks.
• Ensure that communities are informed about available feedback channels and how to access them.

Feedback Collection and Documentation

• Receive feedback, complaints, and suggestions from community members through various channels.
• Record all feedback and complaints in the CFRM database or tracking system.
• Ensure accurate categorization and documentation of cases.

Follow-up and Case Management

• Facilitate timely referral of complaints to relevant departments for action.
• Follow up with responsible teams to ensure complaints are addressed within established timelines.
• Provide feedback to complainants on the status and resolution of their cases when appropriate.

Community Engagement and Awareness

• Conduct community awareness sessions on accountability and complaint mechanisms.
• Promote safe and inclusive participation of women, youth, persons with disabilities, and vulnerable groups in providing feedback.

Monitoring and Reporting

• Assist in compiling CFRM reports on feedback trends, complaints received, and response status.
• Support analysis of feedback to identify recurring issues and project improvement opportunities.
• Share regular updates with the MEAL team.

Safeguarding and Confidentiality

• Ensure that sensitive complaints, including safeguarding and protection-related concerns, are handled according to organizational safeguarding policies.
• Maintain strict confidentiality of complainants and sensitive information.

Coordination and Support

• Coordinate with project teams to ensure feedback is integrated into project improvement.
• Support monitoring visits, community consultations, and accountability-related assessments when required.

Capacity Building

• Support orientation and training sessions for field staff and community mobilizers on accountability and CFRM procedures.

Field Travel

• Conduct regular visits to project sites to monitor accessibility and effectiveness of feedback mechanisms.

Requirements

• B.A in Social Sciences or higher education qualification
• Strong understanding of CFRM concepts.
• At least 3 years of proven experience in the relevant field
• Highly skilled in MS Office – Excel in particular.
• Strong communication skills
• Teamwork is highly required
• Strong oral and written skills in English, Dari and Pashto.
• At least 3 years of relevant work experience with national or international NGOs
• Interpersonal, management and conflict resolution skills.
• Ability to work in a team environment

Please submit your application, including your CV and Cover Letter, electronically to recruitments-afg@help-ev.de. When sending your email, kindly include the job title and vacancy number in the subject line (ex, CFRM Assistant-Help-112) to ensure proper processing of your application.

Important notes:

• It is important to note that applications received after the deadline will not be considered. Due to the high volume of applications, we regret that we may not be able to provide individual feedback. If you do not hear from us within two weeks of the application deadline, please consider your application unsuccessful.