ACBAR

ActionAid is a non-governmental & non-profit international organization working towards achieving a world without poverty and injustice in more than 40 countries in Africa, Asia, Europe, and the Americas.

ActionAid started its activities in Afghanistan in 2002 and was registered in Ministry of Economy of Afghanistan as non-governmental international organization “INGO”.

ActionAid-Afghanistan committed itself a long-term work with poor and excluded sections of the society through the Human Rights Based Development Approach, WASH, and livelihood programs in multiple provinces of Afghanistan.

Role Summary:

Complain and Feedback Mechanism (CFM) Sr. officer will directly report to, Women Rights Manager. The purpose of the Complaints and Feedback Mechanisms Sr. Officer position is to assist in assessing and implementing accountability mechanisms in the FCDO-DAWAM project. His/her role is to receive, process and respond to concerns from the community on project services, assistance, or behavior and ensure regular maintenance of complaint and feedback database /information system. The CFM Sr. officer is responsible for the overall day-to-day management of the ActionAid CFM hotline and will act and be the main focal point for the beneficiary and non-beneficiary complaint and feedback about ActionAid activity in the targeted area. The CFM Sr. officer will support WRSIY-(Women rights, Safeguarding, inclusion and youth) and MEAL unit by providing weekly reporting on the receipt of feedback /complain and assist in managing the mission feedback database, and report activities related to gender and safeguarding.

Responsibilities and Tasks :

Tasks:

• Under the guidance of Head of Women Rights, Safeguarding, Inclusion and Youth (WRSIY) Unit and Women Rights manager the CFM Sr. officer is responsible for receiving complaints and feedback and responding to enquiries at the complaint desk at provincial level and project sites.
• Assist the Provincial Coordinators, Women Rights Manager, CFM coordinator and project staff in capturing and storing complaints and feedback; lessons learned and good practices for effective knowledge management.
• Assist in data collection and analysis for relevant projects in accordance with donor guidelines.
• Referring specific complaints to the person responsible for follow-up within the proposed deadline of addressing the complaints
• Assist in building staff awareness and commitment to a complaints mechanism, ensuring that all SOPs
  and AAA core policies are respected.
• Under guidance of his/her supervisor regularly maintains the relevant data on complaints and feedback database/ information System and aid ensure information is shared on a regular basis.
• Assist Inclusion Specialist in developing inclusive CFM IEC materials to ensure messaging is accessible to all community members, including women, persons with disabilities, youth, and marginalized groups.
• Ensure that all complaints and feedback mechanisms and channels are accessible, safe, and responsive to the needs of women, persons with disabilities, and other marginalized groups.
• Maintain an effective record and filing system for all complaints solved and pending issues including correspondence, women right and gender activities within the project
• Lodge all feedback, complaints and responses in the CFM database and ensure that all complaints and feedback mechanisms and channels are accessible, safe, and responsive to the needs of women, persons with disabilities, and other marginalized groups.
• Support to ensure complaints are closed within the appropriate timeframe.
• Ensure the CFM database is forwarded to the line manager on a monthly basis and important complaints from complaints and suggestion boxes reported immediately.
• Provide accurate information related to the subject beneficiary matter and other related ongoing activities.
• Ensure accurate recording of all the data related to the beneficiary.
• Submit internal and accurate reports to the concerned program focal person. The reports will be submitted weekly, or daily, according to the urgency of the complaint; include monthly recommendations, if needed, to the Project Manager as received.
• Follow-up and receive weekly feedback, and case status related to the internal cases referred to the projects. Ensure all documents and actions taken are documented, and feedback is given back to the beneficiary.
• Able to conduct field visits to the relevant provinces
• Able to perform any other relevant task assigned by the line manager

Education & Training:

• Bachelor’s degree in management studies such as social sciences, Business Administration and Economics with at least 4-5 years of active professional experience in protection, safeguarding, case management, monitoring and evaluation preferably under emergency or post-conflict setting.

Experience:

• At least 3 years of experience in an international NGO preferably in an emergency or post-conflict setting, beneficiary reception and/or counselling, CFM, or related field.
• Experience in handling sensitive feedback
• Experience in facilitating the capacity building efforts of diverse colleagues, including local partner agencies.
• Ability to present (sensitive) data and convey information clearly and concisely and identify trends.
• Fluency in Dari, and Pashto (speaking, reading, writing) and good command over English (speaking, reading, writing)

Computer skills, including MS Office (Word, Excel)

Technical Skills :

• Good communication and interpersonal skills
• Strong organizational and team working skills.
• Good cultural awareness and sensitivity
• Highly approachable trustworthy and confidential
• Fluency in English Language and proficiency in Pashto and Dari languages
• Knowledge of the NGO operations and the dynamics of the humanitarian sector is a plus.
• Good level of proficiency in Windows Excel and quantitative analysis

Proven presentation and reporting skills

If you have the expertise to take on this exciting opportunity, please apply online by sending your CV and motivation cover letter to jobs.kabul@actionaid.org up to July 28, 2025. Please clearly indicate 
Complain and Feedback Mechanism Sr. Officer – 1161 in the subject of your email, otherwise, your application will not be considered.

ActionAid Afghanistan welcomes applications from all sections of the community and promotes diversity.  Although all applications will be considered on their individual merit, suitably qualified women candidates are especially encouraged to apply.  

Due to high volumes of applications received, we can only correspond with short-listed applicants. Should you not have received feedback on your application within two weeks of the closing date, please consider your application unsuccessful. ActionAid Afghanistan will not consider unsolicited candidates from recruitment agencies. We reserve the right to withdraw any of our vacancies at any time. 

ActionAid is an equal opportunity employer.

jobs.kabul@actionaid.org