Role and responsibilities
These responsibilities shall be the same for all positions with the same title. The responsibilities shall
be short and essential. Details belong in the Work- and Professional Development Plan.
1. Adhere to NRC policies, tools, handbooks and guidelines.
2. Assist with the implementation of complaints and feedback mechanisms and referral system
according to plan of action.
3. Prepare and develop status reports as required by management.
4. Ensure proper filing of documents.
5. Provide inputs for increased accessibility of complaints and feedback mechanisms and
referral system to target beneficiaries most in need, and for new and better ways to assist.
6. Promote and share ideas for technical improvement.
These responsibilities shall be adapted to the particularities of the job location and context, phase of
operation, strategic focus and type of programme intervention. This section shall be revised whenever
a new employee is hired or the context changes significantly.
Oversee the complaint & feedback mechanism (CFM) activities which have been in place
where Thet Kael Pyin and Maw Tin Ngar camps under the direct supervision of CCR Officer
Support the development of gender- and age-sensitive awareness materials on the complaints
and feedback mechanisms in place.
Contribute to raising the awareness on the complaints and feedback mechanisms and
community hotline in place among beneficiaries and target communities
Provide proper and effective response to the complaints and feedback received, in compliance
with relevant guiding principles and the established procedures.
Assist the monitoring of accessibility, effectiveness and efficiency of the complaints and
feedback mechanisms in place.
1. Professional competencies
These are skills, knowledge and experience that are important for effective performance.
Generic professional competencies for this position:
Experience from working directly with affected/local communities within an international or
local organization in a humanitarian/recovery context.
Previous experience from working in complex and volatile contexts.
Previous experience in handling complaints and/or referrals is desirable but not essential