Blumont is a global organization working with local communities to design and implement innovative approaches to building infrastructure, delivering lifesaving humanitarian assistance, and bridging the gap from early recovery through long-term stability and development. Blumont serves underserved populations, refugees, internally displaced persons, victims of conflict, and tackles development challenges through programming tailored to local contexts and needs in order to empower communities from relief and recovery to sustainable resilience.

ROLE PURPOSE:

Under the direct supervision of CFM Officer, CFM Assistant will be responsible to ensure feedback and complaints are timely logged and addressed and community feedback is incorporated well in BLUMONT’s programming. S/he will assist CFM officer in maintaining and continuously strengthening the accountability system within the organization. S/he will also be responsible to update the complaint database by entering new feedback and complaints, closing resolved complaints, providing standard responses to all complainants, maintaining backup record of all feedback and complaints and supporting CFM officer in data analysis/CFM monthly report preparation.  

The role reports to CFM officer

Staff reporting to this post: None

KEY AREAS OF ACCOUNTABLITY

• Receive the feedback and complaints through all modalities and enter into the CFM database after providing a confirmation message to complainant.
• Provide standard feedback to complainants for feedback category 1 and 2 (request for assistance).
• Classify the complaints/feedback received in accordance to agreed categories and communicate with CFM officer/PaQ manager in timely manner.
• Handling of a centralized telephone based and internet feedback mechanisms.
• Assist CFM officer in logging the complaints to relevant department as per the nature of complaint after consultation with PaQ manager.
• Update the CFM database after closing the complaints with feedback received from relevant complaint handler.
• Assist CFM officer in preparing monthly CFM dashboard data to share with IMS department.
• Analyze the monthly CFM data and assist CFM officer in monthly CFM report preparation.
• Assist CFM officer to prepare appropriate CFM related IEC material and lead on printing the sufficient copies of IEC material.
• Assist CFM officer in building the capacity of BLUMONT and partners staff on community accountability and reporting Mechanism.
• Conduct field monitoring and follow up visits to field areas when needed.

• Maintain confidentiality of hard and soft record and keep hard filing system up to date.
• Provide feedback to beneficiaries when a complaint is resolved and update the learning repository.
• Participate in CFM related meetings/workshops and represent the PaQ department when needed.
• Build self-capacity in relevant field and continue sharing subject related updates with other colleagues.
• Any other office related business assigned by supervisor when needed, accountability and learning systems.

Additional job responsibilities

The duties and responsibilities as set out above are not exhaustive and the role holder may be required to carry out additional duties within reasonableness of their level of skills and experience.

QUALIFICATIONS:

• Diploma certificate in a related field.

EXPERIENCE and SKILLS

• Diploma degree in research methods, social sciences, economics, epidemiology, related public health field or other relevant field required.
• Up to one year of related work experience, preferably with an international or local Non-Governmental Organization (NGO).
• Proven interest & commitment to humanitarian and development principles and a demonstrable understanding of conflict contexts and remote work.
• Proven experience in remote data collection, and data management.
• Proven at least intermediate report writing skills are required.
• Fluency in spoken and written of English and Arabic languages is required.
• Excellent Computer skills: proficiency in MS Office package, and some knowledge of database management would be an asset.

Success Factors:

• Ability to travel to all the program areas and any other areas in north and north-east of Syria.
• Proven ability to learn quickly, take initiative, and be accountable for results
• In addition to a strong technical background in Accountability, the ability to multi-task, innovate, and effectively communicate key information in support of changing program activities is necessary.
• A willingness to take initiative, creatively solve problems, juggle multiple priorities under pressure, and to calmly and diplomatically deal with unexpected and sudden events impacting program operations is also essential.

Commitment:

All role holder is expected to carry out their duties in accordance with our code of business ethics, core values, anti-harassment policy and PSEA policies.

Other Considerations:

• Candidates from the local area are encouraged to apply.

Blumont is an equal-opportunity employer, values diversity in its workforce and continually strives to improve our gender balance through initiatives and policies that encourage recruitment of qualified female candidates. Due to the large volume of applications we receive, we are unable to respond to all applicants, therefore, only shortlisted candidates will be contacted. 

Blumont will review the applications on rolling basis and may close the advertisement before the deadline if the ideal candidate was found. One or more similar/different positions maybe filled in this recruitment activity depending on the applicants’ qualifications.

Blumont’s selection process will include rigorous background checks and all team members will be expected to carry out their duties in accordance with our core values, anti-harassment policy and PSEA policies