CFM Assistant at Hope and Rural Aid Foundation (HARAF)

Key Responsibilities:

• Support the establishment and operation of accessible and confidential CFM channels at community level.
• Receive, document, and register complaints and feedback in line with organizational SOPs.
• Refer complaints to relevant units and service providers for timely response and resolution.
• Conduct follow-ups to ensure complaints and feedback are addressed appropriately.
• Ensure confidentiality, data protection, and survivor-centered approaches at all times.
• Track, analyze, and report trends in complaints and feedback to inform program improvements.
• Sensitize community members on available feedback and complaint channels.
• Support accountability to affected populations and promote trust between the organization and communities.
• Prepare regular CFM reports and updates for supervisors.
• Perform other related duties as assigned by the supervisor.

Qualification/Professional Competencies:

• Bachelor’s degree in Social Sciences, Communication, Community Development, or related field.
• At least 2–3 years of experience in accountability, community engagement, or data management, preferably with an NGO or humanitarian agency.
• Strong interpersonal and communication skills with the ability to engage diverse community members.
• Experience handling sensitive information with discretion.
• Good computer skills (Microsoft Word, Excel, and data entry tools).
• Experience handling complaints, feedback, or community engagement is an added advantage.
• Fluency in English and the ability to speak and understand local language(s).

Required Skills & Competencies

• Strong interpersonal and communication skills.
• High level of integrity, confidentiality, and professionalism.
• Basic documentation and reporting skills.
• Ability to work closely with communities and diverse stakeholders.
• Willingness to work in field and community-based settings.
• Commitment to safeguarding, PSEA, and accountability principles.
• Zero tolerance for exploitation, abuse, harassment, or discrimination.