6 hours ago

Project Complaints and Feedback Mechanism (CFM) Officer

ANCC
19

Position Title: Project Complaints and Feedback Mechanism (CFM) Officer

2024-12-23    Kandahar, Zabul     Full Time     19

Job Location: Kandahar, Zabul
Nationality: Afghan
Category: Management
Employment Type: Full Time
Salary: As per organization salary scale
Vacancy Number: ANCC/KDR/004
No. Of Jobs: 1
City: center
Organization: ANCC
Years of Experience: • Bachelor’s or 14th degree or equivalent. • Proven experience in managing complaints and feedback mechanisms in resilience building projects or similar fields. • Strong communication and interpersonal skills, with the ability to engage diverse stakehold
Contract Duration: 3 months
Gender: Female
Education: Bachelor’s or 14th degree or equivalent. • along to this • Experience with complaint management databases. • Knowledge of cultural sensitivity and inclusion practices. • Ability to analyze trends and suggest program improvements based on feedback.
Close date: 2024-12-23

About ANCC:

Afghanistan National Re-Construction Co-ordination (ANCC) is professionally managed committed Afghan, nongovernmental, non-political and nonprofit development oriented organization. It was established in 1994 to meet the dire needs of vulnerable Afghan refugees and internally displaced families at the time of civil war and factional fighting followed by Soviet Union’s invasion of the country and troops withdrawal in early 1990’s. Earlier it was registered with UN coordination body for Afghanistan in Pakistan. Presently, ANCC is registered with Ministry of Economy under registration number 117. Its main area of work is community development with participatory approaches.

ANCC head office is located in Kabul and operating in the central, southwest, west and east regions of the country.

Job Descriptions:

The Project Complaints and Feedback Mechanism (CFM) Officer is responsible for managing and overseeing the collection, resolution, and tracking of complaints and feedback from stakeholders. This role ensures that concerns are addressed promptly and in line with the organization's policies, fostering trust and satisfaction among project beneficiaries, local communities, and other stakeholders.

Position holder have to conduct frequent visit to Zabul province

Job Requirements:

  • Serve as the main point of contact for receiving complaints, grievances, and feedback from stakeholders (beneficiaries, local communities, staff, etc.).
  • Maintain a database to record and track complaints, including their status, type, and resolution.
  • Classify complaints by their nature (e.g., service, safety, financial) and ensure proper follow-up actions.
  • Coordinate with relevant teams to ensure complaints are resolved in a timely manner.
  • Prepare regular reports on complaints received, resolved, and pending, offering insights for project improvements.
  • Engage stakeholders to explain the CFM process and ensure transparency.
  • Conduct awareness sessions or distribute materials to inform stakeholders about their rights and how to submit feedback.
  • Communicate outcomes and updates to individuals who submitted complaints or feedback.
  • Ensure all processes comply with the organization’s policies, confidentiality standards, and data protection regulations.
  • Support the inclusion of vulnerable groups in the feedback process, ensuring accessibility for all stakeholders.
  • Provide training to staff on effectively managing complaints and feedback.
  • Use complaints and feedback to inform continuous project improvement.
  • Regularly assess and improve the CFM process for efficiency and accessibility.
  • Ensure documentation meets project and donor requirements for reporting and auditing.

Submission Guidelines:

Interested and eligible candidates could submitt their CVs and documnets to jobs@ancc-afg.org for further processsing. 

Candidate who are from Kandahar are given priority.

Submission Email:

jobs@ancc-afg.org

Apply


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