Project Officer/ CCCM – Complaints & Feedback Mechanism

Project Officer/ CCCM – Complaints & Feedback Mechanism

JOB Vacancy Announcement #: 6014

Job Title: Project Officer/ CCCM – Complaints & Feedback Mechanism

Application deadline: 28.11.2021

Duty Station: Hasake-Serekaniye Camp

Job Requirements:



o        At least 1–2-year experience in an NGO working on accountability/monitoring & evaluation.

o        University degree (i.e. at least Bachelor level) with a major in social science, communication, law or similar;

o        Up to 1-year experience managing a team;

o        Good skills on Microsoft Office suite (i.e. word, excel, PowerPoint), designing data entry tools (i.e. excels form, Kobo collect toolbox), data analysis and reporting skills;

o        Full professional proficiency in Arabic and English (i.e. speaking and writing);

o        Ability to write reports, minutes, factsheets and questionnaires in English and Arabic;

o        Excellent time management skills;

o        Ability to operate in a cross-cultural environment requiring flexibility;

o        Ability to work independently;

o        Strong attention to details;

o        Does not reside in the camp.


o        Training certificate/track record in the provision of trainings;

o        Translation skills (from Arabic to English and vice-versa);

o        Experience and proficiency in Kobo data collection tool, both drafting and coding a questionnaire as well as analyse the data.

Job Description:


  1. Establish/promote CCCM complaints feedback mechanism in the camp and ensure two-way communication

o        Ensure the effective functioning the CCCM CFM and that camp residents/partners complaints/feedbacks/request for inputs are adequately captured, analysed, addressed and responded to in a timely manner and utilized by the program and coordination teams

o        Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution;

o        Receive and consolidate complaints/feedbacks/request for inputs in the CFM database and classify level of complaints/feedbacks/request to define the course of action and its implementation timeline;

o        Maintain confidential and detailed records of all complaints in the CFM database and other electronic and hard copy filing systems, as appropriate;

o        Determine and regularly assess appropriate channels to raise complaints/feedbacks/request in information in the camp-specific context through community consultation (i.e. FGDs, listening groups, KII…)

o        Supervise awareness campaigns on the existence of the CCCM CFM unit and its mandate by developing IEC material

o        Build capacity and understanding among ACTED CCCM team and actors active in the camp on the roles & responsibilities so the CCCM CFM;

o        Maintain records of CFM awareness raising and promotion activities (including approximate numbers of participants) and submit to CCCM PM as required;

o        Ensure accurate registration and timely follow-up of complaints/feedbacks/request for inputs from camp residents and active actors in the camp;

o        Produce a monthly analytic CFM report for ACTED staff, following ACTED template;

o        Adapt and improve the CFM based on monitoring of its effectiveness;

o        Establish and maintain an effective referral mechanism with partners;

o        Ensure and develop relevant data protection mechanisms.

  1. Ensure protection mainstreaming through the CFM activities

o        Support and consider gender, protection, and GBV concerns in all aspects of activities;

o        Adhere and Promote to Prevention of Sexual Exploitation and Abuse principles and guidelines (for site residents, ACTED staff, partner agencies)

o        Support and promote participation of women, youth, and marginalised groups

o        Refer immediately protection cases identified to ACTED Protection Officer for referral to protection actors.

  1. HR

o        Participation in recruitment of new staff, under guidance of the Camp Manager/Sr/ CFIM O;

o        Day to day supervision and management of CCCM CFM assistants and daily workers if any (i.e. attendance sheet signature, follow-up with finance…)

o        Commitment to continuous learning through trainings and timely identification of capacity-building needs and opportunities, in coordination with the Camp Manager / HR department.


  • # of functional Complaints and Feedbacks Mechanism in the camp;
  • # of request for inputs answered within 2 days;
  • # of referral mechanisms established;

# of complaints closed within 15 days.

Advertiser: Confidential غير معلن

Other Information’s:

Nothing to Mention.

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

To apply for this opportunity, you are kindly requested to read the following points:

1-                                            Read the job description carefully.

2-                                            You may need to create a G-mail account.

3-                                            Fill in the job application form through the following link:

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

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