Job Description

Complaints and Feedback Focal Point  -2025

• Location:  Aden/Lahj Governorates (with regular travel to other sites).
• Period: 11 months, renewable subject to performance.
• Duty Station: Life Makers Meeting Place Organization (LMMPO), Aden/Lahj –Yemen.
• Terms: Full Time Position (8 Eight hours per working day), with field visits to the work sites.
• Classification: M&E Management.
• Expected start Date: 01-05-2025.
• Job grade: - Fifth degree.

Foreword:

LMMPO; 18 years of diligent engagement in Yemeni humanitarian and Development undertaking, is now regarded as one of the leading organizations in humanitarian response and development as well as development of young people's abilities. Investing and benefiting from the abilities and talents of young people constitutes a passion for us, but also is the essence of our mission and focus of our work and it is on top of our goals for which we are working hard to achieve. Thus, we have implemented several successful activities and programs that have had a real favorable impact on young people and the society in general. That success, inevitably, will not be possible without the support of our teams, donors, partners and other stakeholders. 
LMMPO is keen to have a competent candidate to fill the position of Complaints and Feedback Focal Point  .

Purpose/Scope of the task

Manages the field tasks of the project in addition to the full administrative and technical supervision to follow up on the mechanism of suggestions and complaints in the field during the implementation of the activities of the project.

Accountabilities & Responsibilities

1.    Serve as the main point of contact for receiving complaints and feedback from beneficiaries and stakeholders through various channels. 
2.    Accurately document and categorize all complaints and feedback for tracking and resolution. 
3.    Ensure complaints are resolved effectively and in accordance with established procedures. 
4.    Handle sensitive information with discretion, ensuring complainants’ privacy. 
5.    Manage and ensure accessibility of hotlines, complaint boxes, and other feedback mechanisms. 
6.    Actively interact with beneficiaries to gather feedback, explain the complaints process, and promote its use. 
7.    Raise awareness among beneficiaries and stakeholders about the complaints and feedback mechanism. 
8.    Collaborate with the M&E Officer and MEAL Unit to incorporate complaints and feedback into project monitoring and evaluation. 
9.    Provide insights from complaints and feedback to inform project reports and decision-making and make CFM monthly reports. 
10.    Assist in developing tools to track, analyze, and report on feedback trends and complaint resolution. 
11.    Identify patterns in complaints and feedback to improve programs and services. 
12.    Keep beneficiaries informed about the status and resolution of their complaints. 
13.    Uphold accountability by ensuring complaints are handled fairly and respectfully. 
14.    Regularly assess and enhance the complaints mechanism based on lessons learned and beneficiary input. 
15.    Support training activities for staff and partners on handling complaints effectively. 
16.    Conduct field visits to engage with beneficiaries, monitor feedback mechanisms, and ensure accessibility.
17.    Any other tasks assigned by the MEAL Unit at LMMPO.

Qualifications and Skills

Study and Training:

• University Degree in management or relevant disciplines.
• In 2 - 3 years in the field monitoring and evaluation department (Complaints and Feedback Focal Point), preferably with experience in NGOs & local NGOs.

Languages:

• It is better to have English Languages (Speaking and Writing).

Skills:

• Excellent interpersonal and problem-solving skills.
• Ability to communicate clearly, concisely and effectively.
• Ability to work in multi-disciplinary and multi-cultural contexts.
• Interpersonal and communication skills.
• Endurance and patience in the field skills
• Monitoring and analysis skills.
• Management skills.
• Team management and knowledge transfer. (Leadership skills).
• decision making
• Representing the LMMPO.                       
• Ability to provide recommendations to solve problems
• Ability to achieve planned goals.
• Ability to work under pressure.
• Ability to travel.
• Computer skills in using (word, excel, PowerPoint, etc.)