Senior Project Officer / CCCM-Complaints, Feedback Mechanism and Information Management

Senior Project Officer / CCCM-Complaints, Feedback Mechanism and Information Management

JOB Vacancy Announcement #: 5627

Job Title: Senior Project Officer / CCCM-Complaints, Feedback Mechanism and Information Management

Application deadline: 16.09.2021

Duty Station: Al Areesha

Job Requirements:


o        University degree (i.e. at least Bachelor level) with a major Informatics Engineering (Software Engineering and information system, Computer Engineering & Automation Engineering, and Social science, communication, law);

o        At least 3-year managerial experience, including leading/supervising staff, report writing, meeting facilitation;

o        At least 3-year experience in an INGO/Local NGOs and/or International/national Institution working in information management and accountability/monitoring & evaluation;

o        Excellent Skills on Microsoft Office suite (i.e. word, excel, PowerPoint), designing data entry tools (i.e. excels form, Kobo collect toolbox), data analysis and reporting skills, geographic information systems (GIS) skills is advantage;

o        Full professional proficiency in Arabic and English (i.e. speaking and writing);

o        Excellent time management skills;

o        Ability to operate in a cross-cultural environment requiring flexibility;

o        Ability to work independently;

o        Does not reside in the camp.


o        Training certificate/track record in the provision of trainings;

o        Translation skills (from Arabic to English and vice-versa);

o        Experience and proficiency in Kobo data collection tool, both drafting and coding a questionnaire as well as analyze the data;

o        Certificate/Training in web-design/data visualization.      

Job Description:


  • Manage and train the CFM and IM units and develop relevant tools to ensure quality and efficiency;
  • Responsible for the design of the methodology and tools associate to each assessment the CCCM team plan to conduct in the camp, in particular the Service Monitoring.
  • Ensure accurate data collection, management and data protection;
  • Maintain positive and constructive relationships with external stakeholders – in particular service providers in the camp – through timely and accurate data provision and diffusion of high quality IM products;
  • Ensure accountability through timely CFM follow-up with beneficiaries, two-way communication and a functioning referral mechanism with partners.
  • Liaise with other ACTED CCCM Teams, especially the CEC Team, to ensure all complaints are integrated in one master database.


  1. HR and capacity building
  2. Participation in recruitment of new staff, under guidance of the CM;
  3. Day to day supervision and management of CFM and IM staff, including support to manage daily labourers and CCCM monitors (i.e. attendance sheet signature, follow-up with finance…)
  4. Commitment to continuous learning through trainings and timely identification of capacity-building needs and opportunities, in coordination with the CCCM PM / HR department.
  5. Support IM and CFM units to manage daily laborers and monitors as appropriate
  6. Ensure roles and responsibilities of IM and CFM units are clear and communicated
  7. Ensure weekly production and diffusion of IM products to external stakeholders
  8. Demographic database, workers’ database, Site Factsheet, Vulnerability mapping; 4Ws; Activity Tracker, service monitoring reports etc.
  9. Share the updated IM products to all actors involved in the humanitarian response on-site (i.e. actors active in the site, regional coordination bodies, local authorities)
  10. Develop and improve relevant tools to ensure quality of products
  11. Ensure and develop relevant data protection mechanisms
  12. Supervise data collection activities by the IM unit in the camp, including demographic exercises, vulnerability mappings, service monitoring, intention surveys and other relevant assessments
  13. External communication duties related to operation/sectorial/ad hoc meetings
  14. Send request for inputs and invites to meetings to relevant stakeholders, share minutes/relevant documents following meetings
  15. Hold and update contact lists of partners and committees in the camp
  16. Ensure qualitative minutes are taken and diffused to partners
  17. Assignment of weekly tasks to CFM and IM units in line with long-term workplans, monitoring of tasks’ completion, weekly report to Camp Manager on the tasks completed by his/her team
  18. Establish/promote CCCM complaints feedback mechanism in the camp and ensure two-way communication
  19. 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
  20. Treat urgent and/or sensitive complaints with the immediate attention they require, and ensure a fast resolution;
  21. Receive and 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;
  22. Maintain confidential and detailed records of all complaints in the CFM database and other electronic and hard copy filing systems, as appropriate;
  23. Determine and regularly assess appropriate channels to raise complaints/feedbacks/request in information in the camp-specific context through community consultation (i.e. FGDs, listening groups, KII…)
  24. Supervise awareness campaigns on the existence of the CCCM CFM unit and its mandate by developing IEC material
  25. Build capacity and understanding among ACTED CCCM team and actors active in the camp on the roles & responsibilities so the CCCM CFM;
  26. Maintain records of CFM awareness raising and promotion activities (including approximate numbers of participants) and submit to CCCM PM as required;
  27. Ensure accurate registration and timely follow-up of complaints/feedbacks/request for inputs from camp residents and active actors in the camp:
  28. Produce a monthly analytic CFM report for ACTED staff, following ACTED template;
  29. Adapt and improve the CFM based on monitoring of its effectiveness
  30. Establish and maintain an effective referral mechanism with partners
  31. Ensure protection mainstreaming through CFM and IM activities
  32. Support and consider gender, protection, and GBV concerns in all aspects of activities;
  33. Adhere and Promote to Prevention of Sexual Exploitation and Abuse principles and guidelines (for site residents, ACTED staff, partner agencies)

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Other Information’s:

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How to Apply:
Please send your CV to the following email/Link:         

Please consider to mention the advert ID (Above) and the job title in the email subject.

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