Complaint Mechanism Officer

Vacancy Number:
Title: Complaint Mechanism Officer
Category:Monitoring and Evaluation
Exp.: 2018-08-19-(6 Months Ago)
Jobs no:2
Salary:Based on SI salary scale


Organization: Solidarites International | About Solidarites International
City: Kunduz
Country: AF


Education:Education: Degree in social work humanitarian and development project management or other relevant
Work Experience:Minimum 2 year of work experience in this field Years

4. Skills and Qualification Required

 Technical skills (required):


Degree in social work humanitarian and development project management or other relevant field of study preferred

Technical skill and competence:

- Good knowledge of NGOs M&E and/or accountability processes previous experience in this field of expertise will be considered an asset

- Sound written reporting skills

- Strong communication skills experience in rapport building with local and/or refugee communities will be considered an asset

- Familiarity with international humanitarian operations coordination structures and the mandates of donors UN agencies and other NGOs

- MS office

Personal quality:

- Capacity to adapt to strong security constraints.

- Diplomacy and assertiveness; the ability to confront and discuss sensitive issues with respect

- Strong coordination skills with proven ability to work across multiple technical areas simultaneously supporting and mentoring multiple staff members

- Profound cross-cultural awareness

- Ability to work in autonomy and strong sense of initiative;

- Good resistance to stress and pressure;

- Good organizational skills;

 Languages (required):

- To be fluent in Dari Pashto and English (written read spoken)

Duties & Responsibilities

Position in the organisational chart:

The Complaint Mechanism Officer will be under the direct supervision of the MEAL Manager.

2. Main objective of the position

The Complaint Mechanism Officer will ensure coherent program accountability to project stakeholders through CRM and by supporting the project monitoring.

3. Specific Tasks of the position

Management of complaint response mechanism (CRM):

 Ensure accessibility and proper management of the CRM access points

 Ensure that all information related to complaints is properly compiled recorded and that the logbook is clean

 Follow proper implementation of CRM standard operating procedures and refer all cases to the appropriate focal point

 Ensure follow-up of all cases referred to the management team until the closure of the case

 Ensure proper archiving for future reference and submit timely complaints reports

 Participate in training field teams on CRM information plan

Ethic and professional practice:

 Display high commitment to confidentiality

 Address beneficiaries’ feedbacks and complaints in a professional manner and provide accurate information on SI programs and CRM


 Bring to light any difficulty linked to his or her activities to the programs of Solidarités or security concerns

 Participate in preparation of monthly CRM report

 Report any information or difficulty connected to his/her activity

Submission Guideline

5. How to apply
To apply please submit: a two page curriculum vitae; a one page cover letter explaining how your skills and experience match the job requirements stated above. If possible please send all the above in one document – MS Word or PDF. Also write the job title and your name in the subject line. Send to [email protected]
Submissions can also be done by hand in SI’s offices.
If you have not heard from SI within a month you should presume you were not short listed for this post. However SI thanks you for your interest and encourages you to apply for other openings where your skills and experience match.
Solidarites International may cancel this recruitment at any time

Email: [email protected]