Cordaid
Cordaid
Cordaid
Follow
Summary
- Vacancy: —
- Location: Cox’s Bazar (Ukhia)
- Published: 27 Jun 2024
Requirements
Education
Completion of University degree in related functional area (preferred).
Additional Requirements
- Strong analytical skills with the ability to interpret data and identify trends.
- Advanced user skill in MS- Excel, word and PowerPoint.
- At Least 04 years working experience with NGO/INGO.
- Work experience in Rohingya Camps is essential for this position.
Professional skills
- Moderate in oral and written English and Bangla.
- Fluency in Chittagonian dialect is a pre-requisite for this position.
- Ability and willingness to work in team and take pressure.
- Personal qualifications
- Commit to basic values of Cordaid and adhere to overall objectives of Cordaid Program.
Strong interpersonal communication skills.
- Ability and willingness to work with people of different backgrounds.
- Contribute constructively to a working environment based on mutual respect and trust.
- Ability to cope with stress and work under difficult circumstances.
- Commitment and interest in social movements and civil society organizations.
Responsibilities & Context
Job’s aim: Is responsible for the Complaints and Feedback Mechanism for managing and improving the process through which complaints, feedback, and suggestions are received, analyzed, and addressed within the organization.
Aim of the Organizational Unit: Is responsible for project targets.
Supervisor: Area Programme Manager, Cox’s Bazar
Supervises: N/A
The purpose of the Complaints and Feedback Mechanism Assistant Officer is to oversee the operationalization of a Hotline CFM mechanism to support a culture of accountability to the affected population through proper communication with them. The CFM Assistant Officer will ensure that clear, transparent rules for raising and processing complaints are followed and that complaints are recorded and addressed by relevant parts of the Cordaid Office within a reasonable timeframe. The CFM Assistant Officer will also ensure the given feedback from the community and root-level employees is relayed to proper colleagues to incorporate program adaptation for better impact.
Implementation and Management
- Develop and implement policies and procedures for the complaints and feedback mechanism.
- Ensure the mechanism is accessible, user-friendly, and culturally appropriate for all stakeholders.
Receiving and Recording
- Receive complaints, feedback, and suggestions through various channels (e.g., online platforms, in-person, phone calls).
- Record and categorize complaints and feedback for further analysis.
Analysis and Reporting
- Analyze complaints and feedback to identify trends, recurring
- issues, and areas for improvement.
- Prepare regular reports for management, highlighting key findings and recommendations.
Resolution and Response
- Facilitate the resolution of complaints and provide timely responses to feedback.
- Collaborate with relevant departments or teams to address issues effectively.
Training and Capacity Building
- Conduct training sessions for staff on handling complaints and providing constructive feedback.
- Build capacity within the organization to manage complaints and feedback effectively
Continuous Improvement
- Monitor the effectiveness of the complaints and feedback mechanism.
- Propose and implement improvements based on feedback and best practices.
Stakeholder Engagement
- Foster positive relationships with stakeholders through effective communication and responsiveness.
- Ensure stakeholders feel heard and valued throughout the feedback process.
Integrity
- Showcases integrity standards as outlined in Cordaid’s integrity policies.
- Fulfills integrity responsibilities as outlined in Cordaid’s Integrity Framework and Standard Operating Procedures.
- Actively contributes to a safe environment within their scope of influence by encouraging dialogue, trust, and understanding and adherence to Cordaid’s integrity standards and procedures.
- Other duties/additional tasks
- Other relevant duties assigned by the supervisor to support program implementation, including for other project output
- Any other duties assigned by the Area Programme Manager Cox’s Bazar.
Working Conditions:
- Working days from Sunday to Thursday with 40 hours per week. This position may be required to work some overtime hours to attend meetings such as the Annual Audit.
- Any other tasks assigned by the supervisor from time to time.
- Have to follow Cordaid HR, Admin and Finance and Procurement related policy.
Compensation & Other Benefits
Competitive salary package depending on education, skill and experience.
Employment Status
Full Time
Job Location
Cox’s Bazar (Ukhia)