Feedback and Complaint Response Mechanism (FCRM) Officer (Female)

Feedback and Complaint Response Mechanism (FCRM) Officer (Female)

JOB Vacancy Announcement #: 6035

Job Title: Feedback and Complaint Response Mechanism (FCRM) Officer (Female)

Application deadline: 23.11.2021

Duty Station: Raqqa

Job Requirements:

  • Education: Bachelor degree in sociology, economics, math, engineering, IT, IM, or similar
  • Professional experience: mandatory minimum 1 year of experience in similar position in NGO (understanding beneficiary feedback mechanisms/complaint response mechanisms)
  • Languages:

o Fluent in Arabic, and with good Kurdish is mandatory;

o Very good communication skills (written and verbal) in Arabic, Kurdish;

o Basic in English.

  • Personal qualities: excellent attention to details, problem solving skills, communication, reliable, organizational skills, resistance to stress

Technical competences:

  • Fully computer literate including knowledge of Microsoft Office (Word, Excel, PPT)
  • Practical knowledge of KOBO toolbox, including questionnaire design in MS Excel

Job Description:


The Feedback and Complaint Response Mechanism (FCRM) Officer will ensure coherent and timely response to feedbacks and complaints from project stakeholders. She will also support the MEAL department if needed in other MEAL activities.

Position ONLY open for female.

List of main tasks:

Management of the hotline number:

  • Ensure that all information related to the person calling are properly recorded and that every call is recorded in the hotline database.
  • Responsible for the proper implementation of all hotline operating procedures and refer all cases to the appropriate manager according to those procedures.
  • Address beneficiaries’ queries through the hotline in a professional manner and provide accurate information on SI programs or referral mechanisms.
  • Ensures efficient data transmission and archives for future reference and submits timely complaints reports (daily sitreps, daily oral reports if necessary, weekly filing).
  • Response to and collect complaints received via text and WhatsApp.

Accountability and Feedback Complaints and Response Mechanism (FCRM)

  • Ensure the data entry and cleaning of CRM forms received from the field either through personal effort or the hiring of DWs
  • Ensure the extraction of CRM Forms from ONA; the cleaning of CRM form data; transfer of this data and all complaints received from all sources to the CRM logbook; and the transfer of these forms to program departments on a daily basis.
  • Through systematic and continuous engagement with communities targeted by SI’s programming, collect complaints and feedback regarding SI’s programs on mobile devices and verbally and transferring to MEAL team leader/supervisor
  • Closing the loop: When applicable, upon receiving program response on complaints from MEAL Team Leader, communicating response to beneficiaries and ensuring issue had been dealt with in a satisfactory manner
  • Take part in the accountability mechanisms set up by SI, and particularly, ensure that beneficiaries feedbacks are taken into account and requests/complaints are addressed in a timely manner.
  • Ensuring training and induction on FCRM of beneficiaries and SI staff when needed (induction, activities, etc.)

Ethic and professional practice:

  • Display high commitment to confidentiality
  • Address beneficiaries’ feedbacks and complaints in a professional manner and provide accurate information on SI programs and FCRM
  • Represent SI in the field, inform on SI’s activities and purpose of visit.

Support MEAL department:

  • Contributes to the organisation, planning and preparation of MEAL activities
  • Collect monitoring data using SI tools


  • Bring to light any difficulty linked to her activities, to the programs of Solidarités or security concerns
  • Report any information or difficulty connected to her activity

Advertiser: Confidential غير معلن

Other Information’s:

Nothing to Mention.

How to Apply:
Please send your CV to the following email/Link:

Thank to send your application with a resume, cover letter, copy of diplomas, and work certificate, to SOLIDARITES INTERNATIONAL office at Raqqa, or by email to  :   

Please consider to mention the advert ID (Above) and the job title in the email subject.

#شبكة _شمال_سوريا