Community Feedback and Response Mechanism (CFRM) Officer

Our Profile

People in Need is a non-governmental, non-profit organization founded on the ideals of humanism, freedom, equality and solidarity. We consider human dignity and freedom to be fundamental values. We believe that people anywhere in the world should have the right to make decisions about their lives and to share the rights expressed in the Universal Declaration of Human Rights.

The People in Need organization was established in 1992 by a group of Czech war correspondents who were no longer satisfied with merely relaying information about ongoing conflicts and began sending out aid. It gradually became established as a professional humanitarian organization striving to provide aid in troubled regions and support adherence to human rights around the world.

Throughout our over 26 years of its existence, People in Need has become one of the biggest non-profit organizations in Central Europe. In addition to humanitarian aid and human rights, it now also targets education and helps people living in social exclusion.

We are part of Alliance 2015, a strategic network of seven European non-governmental organizations engaged in humanitarian aid and development projects. This collaboration increases effectiveness, both in working in the target countries and in campaigns aimed at influencing the attitudes of politicians and the general public in Europe. In our over 16 years operation in Ethiopia, has focused on projects in five main areas of interest: Education and Social protection, Environment, Livelihood and Agriculture, Water, sanitation and Hygiene (WASH) and Emergency programs.

More information at www.peopleinneed.cz  or (HERE)

PIN currently invites applicants for the position of: CFRM Officer

Length of Contract: Definite employment contract until March 31,2023

Required Number: One (1)

Job Description

PIN has in place a complaints and response mechanism to ensure accountability to beneficiaries, country authorities and donors. The CRM Officer under the direct supervision of the M&E Coordinator, will be responsible to effectively manage PIN’s CRM ensuring the regular lodging and follow up of feedback, complaints, and queries for all PIN projects.

CFRM Officer specific tasks are:

•  Day to day management of CRM hotlines
• Lodging, directing and follow up of complaints in close coordination with M&E coordinator
• Thorough knowledge of all of PIN’s projects to ensure effective and efficient liaison with relevant project teams
• Regular communication to beneficiaries and local community members
• Management of the CRM tracker in close coordination with M&E team with the support of the M&E coordinator
• Support in the improvement and establishment of CRM good practice to ensure accountability and all feedback is responded to in a timely manner
• Support M&E team in relevant M&E tasks as directed by the M&E coordinator
• Ensure confidentially of complaints and information received from various sources
• Closely work with safeguarding and protection officer

Work Place -Hawassa

• Minimum BSc/BA Degree in Public Administration, Community Development, Social Science Development Studies, Monitoring and Evaluation or other related fields of studies

• Minimum of 2 years Previous experience in data collection, analyzing and reporting Experience in data collection tools like ‘Kobo’ is advantageous. Computer skill: MS excel, Power point, word and other preferable in INGO Context

• Demonstrated experience managing day to day communication in challenging contexts
• Experience in mitigating tensions

• Previous experience in working with local communities

• Experience in conducting assessments

• Ability to manage competing priorities

• Capacity to work within high pressure environments

• Takes initiative and responsibility but is able to work as part of a wider team

•  Knowledge of spoken & written Amharic and English

• 3 strong references (will be crosschecked/contacted)