Project Assistant – CCCM – Complaints and Feedbacks Mechanism Unit

Project Assistant – CCCM – Complaints and Feedbacks Mechanism Unit

JOB Vacancy Announcement #: 3678

Job Title: Project Assistant – CCCM – Complaints and Feedbacks Mechanism Unit

Application deadline: 9/28/2020

Other Information’s:

Only shortlisted candidates will be contacted.

CVs should be in English Language and in Word or PDF format.

Job Requirements:


  • Graduate from University with at least a Bachelor;
  • At least 1 experience working in the accountability unit of the AME department or CCCM department of INGOs and/or International Institutions;
  • At least 6-month experience managing a team of enumerators;
  • Intermediate skills with the Microsoft Office Suite (i.e. particularly MS Excel);
  • Excellent level of spoken / written Arabic;
  • Good to excellent spoken / written English;
  • Strong attention to details;
  • Not resident in Washokani camp nor working for another intervening partner there.


  • Education degree with major in linguistics / social sciences / economic / law / internet engineering;
  • Translation skills (from Arabic to English and vice-versa);
  • Certificate/Training in business management, accounting, or administration, database;
  • Excellent time management skills.


Job Description:


The CCCM Complaints/Feedbacks Mechanism (CFM) Assistant supports the CFM Officer in the registration/follow-up of camps residents’/partners’ complaints, feedbacks or request for information in the camp. Through the accurate registration and timely follow up of any complaint/feedbacks/request of information about living conditions/ service provision in the camp, the CCCM CFM unit ensures related information provision (i.e. for request for inputs), subsequent follow-up with actor responsible of the service provision (i.e. complaints) and inclusion of residents’/partners’ feedbacks in the CCCM camp strategy. Under the management of the CFM Officer, the CFM assistant supervises the CCCM Monitors in completion of the CFM-related tasks.


Under the authority of:

         –   CCCM CFM Officer

Line Management:



– Other units of CCCM team;

–   HR department;

–  Logistics for CCCM suppliers;

– Finance for payments of outreach workers;

External Relations:

– Camp administration;

– IDPs in and out of the site;

–  Humanitarian Partners (INGO/NGO; humanitarian agencies)


  • Support the CFM officer in ensuring effective communication on the roles & responsibilities of CCCM Complaints Feedbacks Mechanism in the camp to the camp residents;
  • Support the CFM officer in ensuring accurate registration and timely follow-up of complaints/feedbacks/request for inputs from camp residents and active actors in the camp;
  • Support the CFM officer in ensuring proper implementation/follow-up of CFM-related activities;
  • Supervise the CCCM Monitors.


  1. Support the Implementation/Follow up all CFM-related activities in the camp:
  2. Support CFM Officer to Establish/Promote CCCM Complaints Feedbacks Mechanism in the camp:

o Establish, implement and monitor the CCCM CFM in the camp;

o Determine appropriate channels to raise complaints/feedbacks/request in information in the camp-specific context through community consultation (i.e. FGDs, listening groups, KII…)

o Carry out awareness campaign on the existence of the CCCM CFM unit and its mandate by developing adapted;

o Build capacity and understanding among ORGANIZATION CCCM team and actors active in the camp on the roles & responsibilities so the CCCM CFM;

o Develop camp-adapted IEC materials on the CFM, ensuring inclusiveness through adapted medium to vulnerable communities;

o Regularly assess effectiveness of all information-sharing efforts and incorporate findings into revised approaches;

o Maintain records of CFM awareness raising and promotion activities (including approximate numbers of participants) and submit to CCCM CFM Officer as required;

  1. Support CFM Officer to Ensure accurate registration and timely follow-up of complaints/feedbacks/request for inputs from camp residents and active actors in the camp:

o Ensure the effective functioning the CCCM CFM and that camp residents/partners complaints/feedbacks/request for inputs are adequately captured, analysed, addressed and responded to in a timely manner and utilized by the program and coordination teams;

o Receive complaints/feedbacks/request for inputs through dedicated CFM hotline (i.e. phone call and WhatsApp number), CFM email address and the CFM boxes located in each sector of the camp;

o Receive complaints/feedbacks/request for inputs through CFM desk and through CCCM Monitors;

o Consolidate complaints/feedbacks/request for inputs in the CFM database and classify level of complaints/feedbacks/request to define the course of action and its implementation timeline;

o Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution;

o Maintain confidential and detailed records of all complaints in the CFM database and other electronic and hard copy filing systems, as appropriate;

o Produce a monthly analytic CFM report for ORGANIZATION staff, following ORGANIZATION template;

o Adapt and improve the CFM based on monitoring of its effectiveness.

  1. Ensure protection mainstreaming through the CFM activities

o Support and consider gender, protection, and GBV concerns in all aspects of activities;

o Adhere and Promot to Prevention of Sexual Exploitation and Abuse principles and guidelines (for site residents, ORGANAIZATION staff, partner agencies);

o Support and promote participation of women, youth, and marginalised groups;

o Refer immediately protection cases identified to ORGANAIZATION Protection Officer for referral to protection actors.

  1. Manage the Governance unit:
  2. Support the CFM Officer in the management of CFM activities

o Ensure regular follow-ups on weekly and long-term work plan implementation of CFM activities;

o Provide inputs for the elaboration of Procurement plans as requested by the CFM Officer;

o Attend weekly CCCM team meetings;

o Flag directly foreseen challenges / issues arise in link with the CFM Officer, including security incidents;

o Attend inter-actor Operational/Sectorial/Ad hoc meetings in the camp;

o Support the CCCM CFM Officer in identifying areas for improvement and developing site strategy;

o Ensure accurate record keeping of project documentation, including photos, as requested by the CCCM CFM Officer;

o Ensure compliance to ORGANIZATION internal procedures and donor procedures;

o Ensure thorough reporting (i.e. weekly report to CCCM CFM Officer).

  1. HR

o Participation in recruitment of new staff, under guidance of the CCCM Team Leader;

o Day to day supervision and management of CCCM Site Maintenance assistants and Site Maintenance skilled/unskilled workers (i.e. attendance sheet signature, follow-up with finance…);

o Commitment to continuous learning through trainings and timely identification of capacity building needs and opportunities, in coordination with the CCCM Team Leader / HR department.

Reporting to:  CCCM CFM officer

Start Date:  Asap

Contract Length: 3 months

Advertiser : Confidential غير معلن

Duty Station: Amuda- Washokani Camp

How to Apply:

Well qualified candidates, including women, are strongly encouraged to apply

To apply for this opportunity, you are kindly requested to read the following points:

  • Read the job description carefully
  • You may need to create a G-mail account
  • Fill in the job application form through the following link:

Only short listed candidates will be contacted for an interview.

#شبكة _شمال_سوريا