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 the FCDO-PREVALE project. His/her role is to receive, process and respond to concerns from the community on project services, assistance, or behavior and ensure regular maintenance of complaint and feedback database /information system. The CFM officer is responsible for the overall day-to-day management of the ActionAid CFM hotline and 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 officer will support MEAL unit by providing weekly reporting on the receipt of feedback /complain and assist in managing the mission feedback database.

Responsibilities and Tasks :

• Under the guidance of his/her line manager the CFM officer is responsible for receiving complaints and feedback and responding 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 the person responsible 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 maintains the relevant data on complaints and feedback database/ information System and aid ensure information is shared on a regular basis.
• Maintain an effective record and filing system for all complaints solved and pending issues including correspondence.
• Lodge all feedback, complaints and responses 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 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.

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 July  05, 2025. Please clearly indicate CFM Officer-Faryab - 1152 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.