The Community Feedback Mechanism Officer will lead the implementation and day-to-day management of the implementing partner’s accessible, confidential and responsive community feedback and complaints mechanism in UNFPA-supported programme locations.
Job Summary:
The officer will support communities to access accurate information, safely provide feedback or complaints through their preferred channels, and receive timely responses. The officer will collect, categorize, analyze, refer and track feedback; identify recurring concerns and access barriers; and present actionable findings to programme management and the UNFPA AAP team.
The officer will strengthen community-based feedback structures, conduct consultations and field monitoring, support frontline staff, and ensure the inclusion of women, adolescents, older persons, persons with disabilities and other at-risk groups. Sensitive complaints will be handled confidentially and referred only through approved safeguarding, PSEA, protection and other specialized referral pathways.
The officer will serve as the implementing partner’s focal point for the UNFPA feedback system and coordinate with relevant mechanisms, including Awaaz Afghanistan 410, without duplicating existing channels.
The CFM Officers will be responsible but not limited to the following activities:
Key responsibilities:
Strengthening Organizational Capacity:
● Establish and strengthen mechanisms to enhance organization’s efforts for community engagement and effective community feedback mechanisms (CFM).
● Train the frontline staff members on the importance of CFM and how to effectively communicate and manage feedback they receive from communities.
● Monitor and evaluate the organization's CFM activities to ensure they are in line with best practices and UNFPA’s guidelines on Accountability Affected Populations (AAP).
● Ensure that the information sharing and feedback mechanisms are based on preferences of the communities.
Training Community Based CFM Structures:
● Participate in relevant training provided by UNFPA to the implementing partners.
● Identify, assign, and train focal points at the community and SDP levels to act as the primary contacts for receiving, communicating feedback and facilitating timely response.
● Equip the community-based focal points with the necessary skills and tools to handle feedback professionally, maintain confidentiality, and adhere to feedback management minimum standards.
● Provide ongoing support and guidance to the community focal points on effective feedback management and information sharing with the affected communities.
● Conduct regular field monitoring to ensure information sharing and functional feedback mechanisms are in place in all UNFPA supported SDPs.
Managing the Common Feedback System:
● Take responsibility for the implementation and monitoring of the Common Feedback System introduced by UNFPA.
● Conduct community meetings and FGDs to ensure that community insights are regularly collected and addressed.
● Ensure that feedback received through the system is properly documented, analyzed, and responded to in a timely manner.
● Undertake regular community validation and ensure data accuracy.
● Share the summary of feedback received from the community with the UNFPA AAP team on a biweekly basis.
● Any other tasks
● Provide timely CFM and AAP support in emergency-affected locations, including rapid deployment when required, establishing accessible feedback channels, sharing life-saving information, consulting affected communities, identifying urgent concerns and protection risks, facilitating safe referrals, and communicating community priorities to programme teams for timely response and adaptation.
Key deliverables:
● Community-based focal points for facilitating face-to-face feedback collection and response are assigned and trained at all service delivery points (SDPs) and the full list is maintained and recorded at the organization.
● All the community-based focal points are oriented with the organization’s feedback mechanisms, UNFPA’s Common Feedback System, and regularly share community feedback with the organization and UNFPA on a biweekly basis.
● Number of field monitoring visits, FGDs, meetings with community members in different provinces have been conducted and the reports have been shared with the organization and UNFPA for course correction.
● Number of community focal points and IP staff trained on managing community feedback, information sharing, and disability inclusion.
