CRM Officer

About ACTIN AGAINST HUNGER (AAH)

Job Summary

Purpose of the position:
The CRM Officer supports the ERM Coordinator, Field manager and Emergency Programme Manager in his/her efforts to strengthen the quality and accountability of ACF Emergency Programme in Afghanistan. He/she will be the primary point of contact for beneficiaries’ complaints and feedback; record any complaints in the database; liaise with field staff and line management in addressing and resolving complaints; and assist in any other Accountability activities as required.

Duties & Responsibilities

Responsibilities:
Registration, Documentation & Follow-up of Complaints:

Receive calls on ACF’s hotline and ensure all information is properly documented;

Receive complaints and feedback referred from field staff and ensure proper documentation;

Liaise with field staff and line management to ensure feedback and complaints are addressed and resolved; Ensure follow up of decision taken;

Respond to beneficiaries’ complaints as per the Complaints Response Mechanism (CRM).
Data Entry, Information Management & Reporting:

Ensure full and accurate entry of information regarding the complaints in the database;

Ensure support to Line manager for monthly preparation of data analysis to compilation for internal and external reporting. This can also include ad-hoc reports as required by the ERM Coordinator and/or Programme Manager;
External Relations:

Ensure proper engagement with beneficiaries to ensure beneficiaries are listened to and engaged with in the program.

Competencies

Demonstrates integrity by modelling the ACF values

Promotes the vision, mission of ACF in Afghanistan

Shows cultural, gender, religion, race, nationality and age sensitivity

Plans, coordinates and organizes workload while remaining aware of changing Priorities and competing deadlines

Establishes, builds and maintains effective working relationships with staff and beneficiaries to facilitate the provision of support

Consistently approaches work with energy and a positive, constructive attitude

Remains calm, in control and good humored even under pressure

Demonstrates openness to change and ability to manage complexities

Responds positively to critical feedback and differing points of view

Petitions feedback from project staff about the impact of his/her own behavior

Job Requirements

Minimum 3 years of relevant experience within the humanitarian field

Minimum 1 year of relevant working experience in Monitoring, Evaluation, Accountability and Learning

Experience from working in complex and volatile contexts

Documented results related to the position's responsibilities
Required skills:

good in collaboration and involve in relevant actors and encourage feedback

good communication skill

Good representation skills

Submission Guideline

Please send your CV and application letter to ACF Human Resources Department or send through email and put position title and vacancy number in subject of your email.
لطفا خلص سوانح و درخواستی خود را به بخش منابع بشری دفتر موسسه مجادله برضد گرسنگی تسلیم نمایید ویا از طریق ایمیل آدرس ارسال نمایید. لطفا عنوان وظیفه و نمبر وظیفه را در عنوان ایمیل تان ذکر نمایید.
Address: In front of Afghan Aid Office, Familiha, Firozkoh, Ghor
ادرس : شهر فیروز کوه ؛ فامیلی ها؛ روبروی دفتر افغان اید.
تنها باشندگان ولایت غور میتواند در این بست درخواستی بدهد - Only Ghor people can apply for this position
We thank all the applicants for their interest, however; only the shortlisted candidates will be contacted for an interview.
ما از تمام درخواست کننده گان بخاطر علاقه مندی شان تشکر میکنیم. اگرچه تنها اشخاص که شارت لیست شده برای امتحان ومصاحبه دعوت خواهند شد.
If you do not receive a reply to your application within 3 weeks, consider that your file has not been shortlisted
اگر شما در جریان 3 هفته کدام جواب از طرف دفتر دریافت نکردید بدین معناست که شما شارت لیست نشده اید

Functional Area

Public Relations

Countries

Submission Email

admin-ghor@af.missions-acf.org

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