Categories

Responsibilities

Under the direct supervision of the MEAL Manager (Derik), and in collaboration with the field Coordinators, and other collaborators of the projects and of the base, he/she will:

♦ Manage (including remote management) and supervise the CFRM Assistants in Raqqa, Manbij, Derik, Kobane and ensure the quality of their work is up to CvT standards.

♦ Supervise and participate in the preparation of weekly/monthly/quarterly plans for the CFRM team. Arrange tasks, tools, and locations accordingly, in coordination with the CFRM Assistants.

♦ Assign clear and achievable objectives and tasks for the CFRM Assistants and Daily workers and ensure deadlines of CFRM activities are met according to SoPs.

♦ Capacity Building: support CFRM Assistants and daily workers in developing complaint and feedback handling skills, and provide training as necessary.

♦ Ensure CFRM Assistants in all offices report properly on conducted activities and enter the complaints and feedback received in the database.

♦ Report to the MEAL Manager on a regular basis about the field-based implementation of the CFRM activities.

♦ In coordination with the M&E Team Leader and the Finance team, ensure that the relevant documentation is prepared with regard to Daily Worker salaries.

♦ Ensure field CFRM reports (site monitoring, activity monitoring, distribution monitoring, checklists) are shared with relevant programme teams.

♦ In coordination with the MEAL Manager and the Regional Accountability Coordinator, assist in the constant improvement of the CFRM strategy by producing feedback and lessons learned and suggestions for improvement on data collection and field-level coordination between CFRM and other departments.

♦ Report to the MEAL Manager on a regular basis about the implementation of the CFRM work plan.

♦ Ensure CFRM Assistants coordinate with Security and Access team to guarantee the safe access of CFRM team to the field locations.

♦ Coordinate with other departments (logistics, security, program) to ensure that CFRM tasks are implemented with sufficient support by those departments and according to CvT policy.

♦ Ensure proper and fruitful information-sharing between CFRM department and relevant logistics, security, program staff.

♦ In compliance with CvT security rules, conduct regular visits to field offices to monitor CFRM activities implementation and conduct face-to-face capacity building.

♦ Ensure the operationalization of an established feedback/accountability mechanism.

♦ Prepare reports on the cases registered through the CFRM system.

♦ Ensure feedback, complaints and concerns raised by communities on project activities are timely reported to the relevant Programme teams.

♦ Analyse data and submit internal and accurate reports to the concerned programs/projects on a monthly basis.

♦ Follow-up on status progress of referred cases.

♦ Ensure CFRM Assistants regularly communicate with beneficiaries to provide feedback to their complaints.

♦ Ensure that the CFRM team treat beneficiaries with dignity, respect and in accordance with CvT Code of Conduct.

♦ Ensure potential CFRM Red cases are immediately communicated to the Regional Accountability Coordinator.

♦ Supervise CFRM implementation, ensuring complaints and feedback are dealt with in accordance to the CvT CFRM Policy,

♦ Ensure complaint boxes are installed in distribution and assistance points.

♦ Manage the archiving of the received complaints databases is done according to General Data Protection Regulation (GDPR).

♦ Ensure CFRM communication material (posters, leaflets, cards) are properly distributed to the beneficiaries.

♦ Carry out other CFRM related tasks, as requested by the line manager.