Under the direct supervision of the CFM Officer, the CFM Assistant will be responsible for ensuring
feedback and complaints are timely logged and addressed, and community feedback is incorporated
well in BLUMONT’s programming. S/he will assist CFM officer in maintaining and continuously
strengthening the accountability system within the organization. S/he will also be responsible for
updating the complaint database by entering new feedback and complaints, closing resolved
complaints, providing standard responses to all complainants, maintaining a backup record for all
feedback and complaints, and supporting CFM officer in data analysis/CFM monthly report
preparation.
Supervisory level: The role reports to the CFM officer.
Staff reporting to this post: None.
Receive the feedback and complaints through all modalities and enter them into the CFM
database after providing a confirmation message to the complainant.
• Provide standard feedback to complainants for feedback categories 1 and 2 (request for
assistance).
• Classify the complaints/feedback received in accordance with the agreed categories and
communicate with CFM officer/MEAL Director in a timely manner.
• Handling of centralized telephone-based and internet feedback mechanisms.
• Assist CFM officer in logging the complaints to the relevant department as per the nature of the
complaint after consultation with MEAL Director.
• Update the CFM database after closing the complaints with feedback received from relevant
complaint handler.
• Assist CFM officer in preparing monthly CFM dashboard data to share with IMS department.
2 / 3
• Analyze the monthly CFM data and assist CFM officer in monthly CFM report preparation.
• Assist CFM officer to prepare appropriate CFM related IEC material and lead on printing the
sufficient copies of IEC material.
• Assist CFM officer in building the capacity of BLUMONT and partners' staff on community
accountability and reporting Mechanism.
• Conduct field monitoring and follow-up visits to field areas when needed.
• Maintain confidentiality of hard and soft records and keep hard filing system up to date.
• Provide feedback to beneficiaries when a complaint is resolved and update the learning
repository.
• Participate in CFM-related meetings/workshops and represent the MEAL department when
needed.
• Build self-capacity in the relevant field and continue sharing subject-related updates with other
colleagues.
• Any other office related business assigned by supervisor when needed, accountability and
learning systems.
The duties and responsibilities as set out above are not exhaustive and the role holder may be
required to carry out additional duties within reasonableness of their level of skills and experience.
BA/S degree in research methods, social sciences, economics, epidemiology, related public
health field or another relevant field required.
• Less than one year of related work experience, preferably with an international or local
Nongovernmental Organization (NGO).
• Proven interest & commitment to humanitarian and development principles and a
demonstrable understanding of conflict contexts and remote work.
• Proven experience in remote data collection and data management.
• Proven at least intermediate report writing skills are required.
• Fluency in spoken and written English and Arabic is required.
• Excellent Computer skills: proficiency in MS Office package, and some knowledge of database
management would be an asset.
نصيحة لحمايتك
ننصح بقراءة طريقة التقديم بعناية و التقيد بتعليمات التقدم للوظائف و المناقصات.