CFRM Officer

Location (base): Kathmandu with frequent travels to field locations

Reports to: MEAL Manager

Coordinates with: Safeguarding, Protection, Gender Equality and Social Inclusion Focal Point (at CP level) and MEAL, Safeguarding and ProGESI Advisors (at HQ level).  

Department or Program: MEAL Department

Expected joining date: 1 April 2024

Contract End Date: 1 year(with possibility of extension)

No of opening: 1

Introduction

People in Need (PIN) is a non-governmental, non-profit, international organization founded in the Czech Republic in 1992. PIN arrived in Nepal as part of a humanitarian response to the April 25, 2015, earthquake. Since its inception in Nepal, PIN has had a strong role in designing and facilitating systemic solutions advocating for and addressing the needs of vulnerable populations affected by disasters including person categories who live in geographically remote areas of the country, historically marginalized ethnic groups, and those marginalized because of their age and/or gender identity. Currently, PIN Nepal is implementing programmes under three strategic pillars 1) Emergency response and recovery, 2) Climate resilience, and 3) Civil society and inclusive governance. PIN Nepal works in and promotes strong partnerships with civil society, Government of Nepal, academia, private sector and other key stakeholders in Nepal. Together with them, PIN Nepal has been, for example, one of the pioneer organizations advancing programmes such as landslide disaster preparedness and anticipatory action, climate and flood resilient housing, durable local solutions, climate change modelling for more inclusive and efficient local decision-making, girls and inclusive education, waste management and circular economy approaches. PIN is strongly committed for safeguarding of children and vulnerable adults, including persons with disabilities, in line with its safeguarding framework and child protection policy.

PIN Nepal has established a Community Feedback and Response Mechanism (CFRM) to allow project participants, as well as other community members and relevant stakeholders to provide information about their experiences with PIN Nepal. Receiving feedback helps us learn what is working and what is not working during a project. Receiving feedback and responding to complaints is a fundamental part of improving PIN’s accountability. PIN establishes effective feedback mechanism in order to: 

• Create trust between PIN and its stakeholders and fulfil PIN’s responsibilities toward project participants, donors, the NGO sector and society at large; 
• Give a voice to any potential victim/survivor of misconduct by PIN staff protect PIN’s reputation; 
• Save money by detecting misappropriation of funds and inefficient systems. 

PIN Nepal has a CFRM Policy in place in line with the global CFRM policy that outlines the key principles and commitments towards holding ourselves accountable for the effects of our work on the communities and people with whom we interact.

Scope of work

Under the MEAL Manager's supervision and guidance and in close coordination with Safeguarding, Protection, Gender Equality and Social Inclusion Focal Point (at CP level) and MEAL, Safeguarding and ProGESI Advisors (at HQ level), also with the PIN Nepal program and project staff, the CFRM Officer ensures that the CP has in place an updated protocol for receiving, handling, responding to and archiving feedback and complaints received from its stakeholders.  S/he will also ensure that the CP-level CFRM is being implemented in accordance with PIN’s standards, as outlined in the CFRM Quality Standards Checklist (QSC).  

Responsibilities

Establish and maintain the protocol and channels 

• Review and update the Country Program CFRM Policy in accordance with the guidance from the MEAL Manual, and in cooperation with the Country Director, Head of Programmes, and MEAL Manager.
• Organize consultations with intended users to validate the CFRM channels at the beginning of each project, or more frequently if there are indications that the channels are not accessible or appropriate.  
• Ensure inclusion of marginalized groups (women, elderly, people with disabilities, ethnic minorities, illiterate people and people with different literacy levels and people with low income etc.) by providing channels accessible and appropriate for them.   
• Ensure that all channels are fully operational at all times. 
• Maintain an overview of available budget for the CFRM from all projects (for printing of materials, the phone hotline, necessary equipment, suggestion boxes, incentives for community CFRM focal points, travel and accommodation during community sessions etc.) according to PIN’s MEAL budgeting guidelines. If budget is insufficient, request additional allocations from the HoP or CD.  
• Ensure complaints and suggestions are coming in regularly for the CP all projects, as relevant.  

Ensure day-to-day operation of the CFRM 

• Classify all incoming feedback and complaints according to the Categorization of Complaints outlined in the CFRM protocol. 
• Record the feedback and complaints in the CFRM central database. 
• Request any necessary additional details from the complainant and inform them when they can expect a response.  
• Direct the question or complaint to the relevant person(s) according to the CFRM protocol, ensuring at all times that the principles of Safeguarding and confidentiality are followed. 
• In coordination with the ProGESI focal point, refer cases that do not fall within the scope of the CFRM (e.g. where the perpetrator is not associated with PIN in any way) to relevant services and resources, according to the updated mapping of services conducted by the ProGESI focal point.  
• Ensure that all complaints and questions are answered within 15 days of being registered. In exceptional cases when investigations are more complex, the process may take longer; however, the CFRM Officer must maintain contact with the complainant and inform them of delays.   
• Support investigations, in cooperation with the CD, HoP, ProGESI focal point and relevant HQ staff whenever needed.  
• Continuously promote the CFRM’s purpose and channels to intended users (for example, through community sessions, printed materials displayed at project sites, cards included in assistance packages, radio, social media, community focal points etc.). 
• Request updates from Programme teams regarding ongoing and future projects, to be able to answer the most frequent questions that are likely to come through the CFRM channels.  
• In case of complaint box installation at community level, ensure its handled in timely manner by the CFRM focal person at field level.

Internal capacity building 

• Provide training to all staff of PIN, as well as to implementing partners’ staff members: a). CFRM training as part of induction of new staff; b). Annual refresher trainings for all staff. 
• Request support as needed from the relevant advisors (MEAL, Safeguarding, Protection Mainstreaming and GESI).  

Learning 

• Analyze the trends of feedback and complaints coming in through the CFRM channels, and prepare monthly or quarterly summaries to share with the CD, HoP and PMs.  
• Together with the CD, HoP and Global MEAL Advisor, assess the CFRM against the QSC on an annual basis and implement any necessary changes to improve it.  
• Conduct periodic review and evaluation of the CFRM process in collaboration with the MEAL Manager and Global MEAL Advisor to generate lessons and take corrective actions for the improvement of CFRM, as relevant.
• Contribute to new proposals in the CP by creating descriptions of the CFRM to be included in narrative documents, and by proposing budget to be allocated to the CFRM.   

Requirements

Education and Training

• Bachelors (Masters preferred) degree in social science or any related field

Relevant Experience

• At least 3 years of professional experience working with feedback mechanism in a similar context
• Experience in community mobilization
• Excellent verbal and written communication skills in Nepali and English. Knowledge of local languages of Madhesh province such as Maithili and Bhojpuri are highly desirable
• Good knowledge of the principles of protection of sensitive data
• Experience in both qualitative and quantitative data analysis is an advantage

Values and attitudes 

• Proven integrity, objectivity and professional competence. 
• Sensitivity and demonstrated knowledge of cultural and gender issues. 
• Committed to gender equality and the rights of women, children and persons with disabilities. 
• Flexibility, ability to work under pressure and within tight deadlines. 
• Ability to make decisions in situations of high uncertainty. 
• Resilience to difficult and highly emotional situations. 
• Active listening and great ability to influence. 
• Empathy, caring and patience. 
• Respect for frameworks and procedures. 

Note: People in Need is committed to preventing any type of unwanted behavior at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct and is committed to promoting the welfare of children and adults with whom People in Need involves. People in Need expects all staff to perform job duties and responsibilities in accordance with People in Need code of conduct and key policies (available at: https://www.peopleinneed.net/key-policies-4142gp). People in Need Staff will undertake the appropriate level of training.

All offers of employment will be subject to satisfactory references and appropriate screening checks, which can include criminal records and terrorism finance checks.

We are committed to ensuring diversity and gender equality within our organization and encourage applicants from diverse backgrounds to apply.

Interested candidates can submit an updated CV and Motivation letter to the following link before COB, 2nd March 2024. Please note, applications will be reviewed on a rolling-basis and should a suitable candidate be found before the official closing date, the advertisement might be withdrawn prior to the deadline, thus early submissions are strongly encouraged. Nepalese citizen can only apply for the position. No phone calls will be entertained.

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