Job Description

CARE International is currently seeking a Complain Response Mechanism (CFRM) Assistant - MEAL. He\She will be responsible to oversee and ensure consistent systematic receipt, processing, and response to community issues in the project that comes through various mechanisms such as hotlines, help desk, suggestion boxes, office visits, The candidate will work very closely with the MEAL Officer as well as all MEAL staff, programs staffs and project beneficiaries in establishing accountability mechanisms.

Complain Response Mechanism (CFRM) Assistant - MEAL 

Location: Taiz

Main Responsibilities:

CFRM set-up and community sensitization:

• Closely work with the program team and MEAL Officer in setting up the CFRM through conducting awareness raising activities at the community level during the start-up of the project as well as other community level program activities.
• Identify appropriate CFRM channels in collaboration with community committees and program staff and also ensure the CFRM channels (mainly suggestion boxes) are accessible to community members.
• Build strong relationship with beneficiaries and local leaders in selected communities and maintain regular contact through field visits.
• Develop a detailed monthly accountability plan.

Implementation and monitoring of the CFRM:

• Receive complaints/feedback from community members from the various CFRM channels and ensure that all data collected from different channels are entered in the data base on daily basis.
• Entering, processing, cleaning, and analyzing all received complaints, feedback, suggestions on Excel or other appropriate applications.
• Refer timely all the cases (complaints and feedback) to the respective program teams. Make sure that sensitive complaints relating to abuse, exploitation and corruption are referred appropriately.
• Take lead in the resolution process and ensure that all complaints are resolved in a timely manner and communicated back to the complainants.
• Conduct community consultation and survey to assess appropriateness and usage of CFRM
• Ensure regular communication with community members in a respectful and culturally sensitive manner.
• Conduct regular field visits to receive feedback/complaints from community members and to ensure regular collection complaints/suggestions/feedback from the suggestion boxes.
• Ensure accuracy and completeness of CFRM data so it will be corrected on time as necessary.
• Maintain confidentiality and observe data protection and other associated guidelines.

Follow-up and Investigation of Sensitive complaints:

• Ensure proper handling and referral of sensitive complaints.
• Lead/support on the preliminary check or investigation of sensitive complaints managed by the AO or referred to the AO.

Learning and Reporting:

• Prepare weekly, monthly, and Quarterly CFRM progress reports.
• Take lead in documentation of best practices, lessons learnt in Complaint Response Mechanism.
• Take lead in the documentation of human interest and success stories on the complaint response Mechanism.
• Contribute to the monitoring of beneficiaries’ satisfaction, through participating in relevant surveys/reviews.
• Support and follow-up with program team for the application of the recommendations done based on the findings of any accountability activities.

Staff capacity building: 

• Train/orient CARE staffs on CFRM.
• Train community help desk assistants and beneficiaries on Community Response Mechanism (CRM), and in dissemination of M&E monthly reports to project staff.
• Provide inductions to community, beneficiaries, partner organizations on accountability, including HAP standards (Humanitarian Accountability Partnership).
• Strengthen the role of Community Committees of operational projects and Women Representatives to handle and record complaints.
• Carry out additional responsibilities and tasks as assigned.

Required:

Qualification, Education and/or Work Experience Requirements.

• Bachelor’s degree - in Social Sciences, Statistics, or relevant field.
• Minimum of at least 1-2 years of CFRM or M&E experience related to development and humanitarian aid.
• Experience designing and conducting training sessions and workshops.
• Excellent report writing skills.
• Excel computer skills, including Microsoft Office.
• Excellent English Language Skills. 

Comply with all relevant CARE policies and procedures with respect to child protection, workplace environment, employee code of conduct and all other related subjects.

Important Note: 

Please note that the only way to apply for a position with CARE is through the application system link that starts with careyemis.org/Apply that is shared in the advert of YemenHR.com or the formal newspaper. Furthermore, any recruitment or hiring correspondences would be through CARE official email addresses as in this example: [Click to show email]

No Fee: 

CARE DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING).