Job Purpose

Reporting to the Project Manager (PM), the Information Management & Complaints/Feedback Mechanism (IM & CFM) Officer is responsible for managing camp and sites-related information and overseeing the registration and follow-up of complaints, feedback, and information requests from residents and partners.

On the IM side, the officer collects, processes, analyzes, and disseminates camp/sites information to service providers and CCCM actors. They also support daily coordination activities through IM tool development, supervise identification and verification of IDPs, and ensure regular database updates regarding block and yard status. The role includes supervising IM/Database Assistants and enumerators while providing capacity building support and direct information services to residents.

On the CFM side, the officer leads the CFM unit, ensuring neutral and timely registration and follow-up of complaints and feedback, coordinating with responsible service providers. CFM data also informs CCCM advocacy with humanitarian actors and coordination bodies. To maintain neutrality, the CFM unit operates independently and reports directly to PM.

If the need arises, management may ask the employee to support another camp or site (mobile) or another department from time to time

Chain of Command
Under the authority of:

Project Manager

Line Management:

IM-CFM assistant / CCCM Outreach workers/ data collectors

Working Relations
Internal:
Other units of CCCM team

HR department.

Logistics for CCCM suppliers

Finance for payments of outreach workers

AME unit

External:

IDPs in and out of the site.

Humanitarian Partners (INGO/NGO; humanitarian agencies).

Humanitarian sectors and clusters

Local authorities

Objectives
Support the development of high-quality IM products (e.g., Factsheets) and assessments based on camp/site needs.
Assist the Project Manager in monthly reporting, including 4Ws, ISIMM, CCCM 4ws and narrative reports.
Contribute to the dissemination of key messages in coordination with the Community Mobilization team.
Supervise and build the capacity of IM-CFM Assistants and CCCM Monitors/daily workers.
Ensure accurate data collection, management, and protection, and maintain strong coordination with service providers through timely data sharing.
Ensure clear communication with camp/idps sites residents about the CFM's role, and oversee accurate registration and follow-up of complaints, feedback, and requests.
Monitor and support the effective implementation of CFM-related activities.
Duties and Responsibilities
Establish/promote CCCM information management &complaints feedback mechanism in camps/sites and ensure two-way communication
Ensure effective functioning of the IMCFM system by capturing, analyzing, and addressing complaints, feedback, and information requests in a timely and appropriate manner, while referring cases to relevant actors.
Prioritize and ensure rapid response to urgent or sensitive complaints.
Manage the IMCFM database: register, classify, and follow up on all cases, maintaining confidentiality and accuracy in digital and hard copy systems.
Conduct regular assessments to adapt communication and complaint channels based on community consultations (e.g., FGDs, KIIs).
Lead awareness campaigns on the CFM’s mandate by developing and disseminating IEC materials and maintain records of outreach activities.
Build capacity of CCCM team and partners on IMCFM roles and responsibilities to ensure unified understanding and approach.
Produce monthly analytical IMCFM reports and provide input to program coordination.
Continuously monitor, improve, and adapt the IMCFM based on its performance and feedback received.
Establish effective referral pathways with partners and maintain strong data protection mechanisms.
Ensure protection mainstreaming through the IMCFM activities.
Support and consider gender, protection, and GBV concerns in all aspects of activities;
Adhere and Promote to Prevention of Sexual Exploitation and Abuse principles and guidelines (for site residents, ACTED staff, partner agencies)
Support and promote participation of women, youth, and marginalised groups
Refer immediately protection cases identified to ACTED Protection Officer for referral to protection actors.
Support and collaboration with Information Team :
Facilitate the training of IMCFM Assistants in the coming months to be competent in IMCFM.
Support information management as needed, and get more involved in drawing up key messages in collaboration with CoM mob.
Human Ressources.
Participation in recruitment of new staff, under guidance of the Project Manager;
Day to day supervision and management of CCCM IMCFM assistants and daily workers if any (i.e. attendance sheet signature, follow-up with finance…)
Commitment to continuous learning through trainings and timely identification of capacity-building needs and opportunities, in coordination with the Project Manager / HR department.
Key Performance Indicators
Example, the key performance indicator (KPI) is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs to evaluate their success at reaching targets

# of weekly IMCFM products consolidated/diffused
# of service monitoring exercises conducted
# of vulnerability mappings/assessments supervised and implemented
# of trainings conducted for IMCFM team and monitors
QUALIFICATIONS
Essential:

At least 3-year experience in an INGO/NGO
At least 2 years of experience in INGO/NGO as IM/database departments
Up to 1-year experience managing a team
University degree (i.e. at least Bachelor level) with a major in social science, communication, law or similar
Excellent skills on Microsoft Office suite (i.e. Word, Excel, PowerPoint), designing data entry tools (i.e. Excel forms, Kobo Collect Toolbox), data analysis and reporting skills
Experience and proficiency in Kobo data collection tool, both drafting and coding a questionnaire as well as analyzing the data
Full professional proficiency in Arabic and English (i.e. speaking and writing)
Ability to write reports, minutes, factsheets and questionnaires in English and Arabic
Ability to operate in a cross-cultural environment requiring flexibility
Does not reside in the camps/IDPs sites
Desired:

Training certificate/track record in the provision of trainings
Training certificate/track record in IM/Database within humanitarian organizations
Translation skills (from Arabic to English and vice-versa)

Please send your resume/CV