CRFM Officers

at Horn of Africa Peace Network
Published November 8, 2022
Location Xudur, Somalia
Category Management  
Job Type Full Time  



The Community Response and Feedback Mechanism (CRFM) Officers will support the Field Officers in their efforts to strengthen the quality and accountability to the affected population for the project ‘Provision of Life-saving Shelter and NFIs in Xudur District, Bakool Region’. They will be the primary points of contact for beneficiaries’ complaints and feedback; record any complaints in the database; liaise with Field Officer and senior management in addressing and resolving complaints; and assist in any other Accountability activities as required. In addition, the officer will ensure that mechanisms are in place regarding information sharing, beneficiaries’ participation, complaints and response mechanism. HAPEN requires to fill two positions. The position will be supervised by the Field Officer. The project will run for six (6) months.

Job Responsibilities

Receive complaints and feedback via dedicated hotline line and CRFM desks and ensure all information is properly documented;
Maintain an effective record and filing system for all complaints solved and pending issues including correspondences with subsequent regular updates to the respective supervisors;
Work with the Field Officer to ensure the most vulnerable groupshave equal access to communication channels and feedback mechanisms and participate in decision making processes.
Ensure that feedback, community perceptions and insights are regularly analyzed.
Submit internal and accurate reports to the decision makers on a monthly basis and whenever required to inform action;
Ensure that confidentiality of complaint data is respected;
Respond to beneficiaries’ complaints as per the CRFM;

Good team player; able to take direction and work collaboratively with others.
Excellent written and verbal communication skills.
Ability to communicate in a highly professional manner with beneficiaries, community members, and partners.
Able to complete required reporting and documentation within the set deadlines.
Highly motivated, creative, and compassionate person who is dedicated to ensuring that models of best practice are utilized.
Able to maintain the highest levels of confidentiality.
Problem solving and conflict resolution skills.
Ability to work in a challenging environment.


Diploma in development studies, project management, Social Sciences or equivalent

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