ActionAid is a non-governmental & non-profit international organization working towards achieving a world without poverty and injustice in more than 40 countries in Africa, Asia, Europe, and the Americas.

ActionAid started its activities in Afghanistan in 2002 and was registered in Ministry of Economy of Afghanistan as non-governmental international organization “INGO”.

ActionAid-Afghanistan committed itself a long-term work with poor and excluded sections of the society through the Human Rights Based Development Approach, WASH, and livelihood programs in multiple provinces of Afghanistan.

Role Summary: Complain and Feedback Mechanism Officer will directly report to, Women Rights Manager. The purpose of the Complaints and Feedback Mechanisms Officer position is to assist in assessing and implementing accountability mechanisms in WERP project. His/her role is to receive, process and respond to concerns from the community on humanitarian services, assistance, or behavior and ensure regular maintenance of complaint and feedback database /information system. The CFM officer is responsible of the overall day to day management of the ActionAid CFM hotline, the CFM officer will act and be the main focal point for the beneficiary and non-beneficiary complaint and feedback about ActionAid activity in the targeted area. The CFM coordinator will support MEAL unit by providing weekly reporting on the receipt of feedback /complain and assist in managing the mission feedback database.

• Under the guidance of his/her line manager the CFM officer is responsible for receiving complaints and feedback and respond to enquiries at the complaint desk at provincial level and project sites.
• Assist the Provincial Coordinators, Women Rights Manager, CFM coordinator and project staff in capturing and storing complaints and feedback; lessons learned and good practices for effective knowledge management.
• Assist in data collection and analysis for relevant projects in accordance with donor guidelines.
• Refer project specific complaints to responsible person for follow up.
• Assist in building staff awareness and commitment to a complaints mechanism, ensuring that all SOPs
  and IMC core policies are respected.
• Under guidance of his/her supervisor regularly maintain the relevant data on complaints and feedback database/ information System and provide assistance to ensure information is shared on a regular basis.
• Maintain an effective record and filing system for all complaints solved and pending issues including correspondences.
• Lodge all feedback, complaints and response in the CFM database.
• Support to ensure complaints are closed within the appropriate timeframe.
• Ensure the CFM database is forwarded to the line manager on monthly basis and important complaints from complaint desks and suggestion boxes reported immediately.
• Provide accurate information related to the subject beneficiary matter and other related ongoing activities.
• Ensure accurate recording of all the data related to the beneficiary.
• Submit internal, and accurate reports to the concerned program focal person. The reports will be submitted weekly, or daily, according to the urgency of the complaint; include monthly recommendations, if needed, to the Project Manager as received.
• Follow-up and receive weekly feedback, and case status progress related to the internal cases referred to the projects. Ensure all documents and actions taken are documented, and feedback is given back to the beneficiary.

Perform other duties and responsibilities as required that may be assigned from time by supervisors.

• Bachelor’s degree in management studies such as Business Administration and Economics with at least 2-3 years of active professional experience in monitoring and evaluation preferably under emergency or post-conflict setting.

• Experience (Number of Years and field of expertise): 

• At least 2 years of experience in an international NGO preferably in an emergency or post-conflict setting, beneficiary reception and/or counselling, CFM, or related field.
• Experience in handling sensitive feedback
• Experience in facilitating the capacity building efforts of diverse colleagues, including local partner agencies.
• Ability to present (sensitive) data and convey information clearly and concisely and identify trends.
• Fluency in Dari, and Pashto (speaking, reading, writing) and good command over English (speaking, reading, writing)
• Computer skills, including MS Office (Word, Excel)

• Technical Skills (Examples: languages, planning, budgeting, word processing, advance written and verbal communication, presentation etc

• Good communication and interpersonal skills
• Strong organizational and team working skills.
• Good cultural awareness and sensitivity
• Highly approachable trustworthy and confidential
• Good English Language level and proficiency in Pashto and Dari language
• Knowledge of the NGO operations and the dynamics of the humanitarian sector is a plus.
• Good level of proficiency in Windows Excel and quantitative analysis
• Proven presentation and reporting skills

If you have the expertise to take on this exciting opportunity, please apply online by sending your CV and motivation cover letter to jobs.kabul@actionaid.org up to Nov 16, 2024. Please clearly indicate CFM officer 1049-Jawzjan in the subject of your email, otherwise, your application will not be considered.

ActionAid Afghanistan welcomes applications from all sections of the community and promotes diversity.  Although all applications will be considered on their individual merit, suitably qualified women candidates are especially encouraged to apply.  

Due to high volumes of applications received, we can only correspond with short-listed applicants. Should you not have received feedback on your application within two weeks of the closing date, please consider your application unsuccessful. ActionAid Afghanistan will not consider unsolicited candidates from recruitment agencies. We reserve the right to withdraw any of our vacancies at any time. 

ActionAid is an equal opportunity employer.

Women are highly encouraged to apply.