19 days ago

Complaints and Response Mechanism (CRM) Officer

(Job has been expired)

Position Title: Complaints and Response Mechanism (CRM) Officer

2024-07-10        Laghman       Full Time        77

Job Location: Laghman
Nationality: Afghan
Category: Research
Employment Type: Full Time
Salary: As per Organization's policy
Vacancy Number: HR-01-05/24
No. Of Jobs: 1
City: Mihtarlam
Organization: ACHRO
Years of Experience: 4 years
Contract Duration: 6 Months
Gender: Male/Female
Education: Bachelor in Business Administration, Economics, Statistics, development studies or any other relevant field
Close date: 2024-07-10

About ACHRO:

Afghan Community and Health Rehabilitation Organization (ACHRO) is a non-political, non for profit, nongovernmental organization registered on April 08, 2010, under registration # 1658 with the Ministry of Economy of GIRoA.  DUNS # of ACHRO is 561208134; ACHRO has also been registered or recognized as a partner with more than 40 national and International organizations. ACHRO is an active Partner of (UNHCR) and (WHH). ACHRO has the widest network of civil society, local structures, and government line ministries in Afghanistan, Capacity building and livelihood programs have been the core activities of ACHRO.  ACHRO is currently implementing UNHCR-funded projects in the North, Northeast, South-East, south, and central regions of the country

Job Descriptions:


The Complaint Mechanism Officer will ensure appropriate and timely response to feedbacks and complaints from project stakeholders. Ensure that all information related to complaints is properly recorded and that the logbook/ database is clean.

Duties and Responsibilities:

  • Develop the complaint mechanism according ACHRO AAP policy.
  • implement the complaint feedback mechanism.
  • The Complaint and Response Mechanism Officer will provide support to the implementation, monitoring and accountability of Agriculture Project.
  • He/ She will be responsible for ensuring Community Based Feedback and Response Mechanisms sharing, beneficiaries’ participation, complaints and response mechanism.
  • Scope of the Position:
  • The CRM Officer will be responsible to setting up and managing the collection and the resolution of complaints in the field for Agriculture Project. She/ He will ensure accuracy of complaint registration and provision of feedback to beneficiaries, non-beneficiaries and other affected populations and stakeholders.
  • Support conducting of Protection Monitoring/ risk assessments/ rapid protection assessments, conduct referrals (including establishing referral pathways), following up of cases, identification of protection cases, weekly work planning, ensuring awareness on CFM, collection of complaints, documenting of the complaints in adherence to Agriculture systems.
  • Will manage the registration of complaints received by beneficiaries and non-beneficiaries at distribution point and community outreach activities.
  • To assist the M&E Officer in working with program staff and beneficiaries to develop structure and methods for managing the complaints and feedback in the field as well as maintaining the integrity of information received.
  • This role will also involve management of CRM database by ensuring proper documentation and aggregation of CRM data including complaints received, investigated and responded to as well as providing detailed summaries of complaints issues to feedback to the program team during monthly and quarterly meetings/reports.
  • The post holder with support from the M&E Officer will ensure the collection of quality complain and feedback across the response.
  • The post holder will interface and support program team members, support program coordination and policy engagement.
  • Maintenance of an effective record and filing system for all complaints solved and pending issues including correspondences and other related documents for quick and easy reference.
  • Report any issue which needs immediate action to the Project Manager and follow up on the resolution of such issues.
  • Supervisory support to conduct verification and screening of the non-beneficiaries who want to be included in the program.
  • Be in charge of providing feedback to the complainants when complaints are resolved, with the support of the Food Management Committees, Project management Committees, Community Resilience Groups and other project community social structures.
  • Where necessary, be responsible to organizing, handling and managing call centers for Agriculture Feedback Phone Lines, whilst maintaining call logs and detailed feedback tracking.
  • Supervise and organize all assessments for the projects or for new projects especially monthly price and market assessment.
  • Analyze the humanitarian situation, taking protection problems into consideration/Do no Harm to the population.
  • Propose action plan to ensure that beneficiaries and local populations both understand the project goals and actively participate in their implementation

Job Requirements:

  • Bachelor's degree in Management, Social Research, and Development Studies or a related field or comparable addition to experience.
  • 5 years’ proven experience working in relevant fields.
  • Ability to deliver knowledge and develop other farming skills.
  • Excellent communication skills and experience in report writing.

Submission Guidelines:

Respected Applicants are kindly requested to submit their updated Curriculum vitae (CV) in Word or pdf format to ACHRO’s human resource department email address.  achrohr.af@gmail.com  Please note that you must include the position title and vacancy number in the subject line of your email otherwise, your application will be ignored. only shortlisted candidates will be contacted for further recruitment process

Submission Email:

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