Community Feedback Mechanism (CFM) Officer

The Community Feedback Mechanism (CFM) Officer supports the management and operation of WFP's CFM system in Cox's Bazar, ensuring effective intake, management, analysis, and resolution of feedback from affected populations and stakeholders. The role involves coordination, technical support, partnership collaboration, and team management to enhance accountability and community engagement.

Responsibilities

• Document and support the appropriate functioning of the CFM customer relationship management (SugarCRM) tool and reported information through the various CFM channels; ensuring appropriate assignment, referral and closure, and final communication with the CFM user, in an accurate and timely manner as per the consent provided and in line with Standard Operating Procedures.
• Support the development of easy-to-access and safe channels through which WFP stakeholders can lodge feedback and ask questions, making sure their referral and resolution cycle is properly mapped and documented.
• Follow instructed procedures for handling sensitive cases and allegations of misconduct such as sexual exploitation and abuse (SEA), fraud, corruption, and theft in a timely and confidential manner.
• Pro-actively identify and report on areas for improvement of the CFM, including but not limited to the accuracy and quality of information being shared with the CFM User, technical issues with the CRM, improvements to the data intake form, procedures on how to handle difficult CFM users.
• Chair the CFM Task Force in Cox’s Bazar and conduct, as required, CFM team meetings to present findings of the CFM to senior management in Cox’s or in support of meetings organized by the Dhaka CFM team, address concerns; Contribute to guidelines and policy papers.
• Support CFM Focal Points, both WFP and CP, to ensure cases are properly received, referred and escalated within WFP and/or referred to relevant other organizations or services.
• Ensure all WFP staff working with or in the CFM have signed the oath of confidentiality and work closely and coordination with the CFM Dhaka team to ensure the appropriate functioning of the CFM and the use of SugarCRM and MoDA for the management and processing of CFM cases under the Cox’s Bazar operations.
• Strengthen timely and responsive analysis of emerging CFM data, thereby providing timely insights to inform programme adjustments, operational decisions, and broader strategic planning.
• Contribute to the development and update of country-level internal and external information structures and standard operating procedures to facilitate, support, and promote data and information flow within WFP and information sharing within the humanitarian and wider community.
• In consultation with the relevant AAP Officer/Advisor, provide technical support regarding communication with and outreach material for affected population.
• Interact with WFP-supported communities as required, either in-person or remotely, representing WFP through its communication channels and collecting communities’ concerns, needs or suggestions with regards to their experience with WFP or the wider humanitarian system.
• Apply WFP’s Guide to Personal Data Protection and Privacy (PDPP) to all aspects of the data flow process, in all interactions with the CFM user, and report any breaches of the PDPP.
• Participate in key interagency forums to ensure consistency and collaboration in communication across the humanitarian sector, particularly in the AAP/CFM Working Group and its relevant project working groups.
• Collaborate and coordinate with UNHCR Registration and UNHCR Community-based Protection to process referrals, especially cases relating demographic changes, protection, or sensitive in nature.
• Collaborate with the Gender, Protection and Inclusion Unit in areas of AAP elements in WFP that require both coordination and collaboration. This includes support in the development of CFM products to enable efficient and effective coordination of AAP within WFP and the humanitarian architecture.
• Collaborate, as required, with donors, UN and I/NGO agencies, affected populations directly and relevant representative groups, (e.g. persons with disabilities, women’s civil society groups, youth, ethnic and religious minorities indigenous populations) to support WFP activities that strengthen the CFM.
• Supervise, train, guide, and provide technical support to WFP and CP staff working on CFM under the Cox’s Bazar operations.
• Perform visibility and sensitization tasks as needed, to raise awareness of the CFM among affected populations, WFP employees and humanitarian actors – this may involve field visits among other activities;
• Support the establishment, as and when required, of CFM Desks in other programme areas outside the camps

Requirements

• Completion of Advanced University Degree (Master’s or equivalent) in Social Sciences, Business Administration, Sciences, Communication, Information Management or any relevant field.
• At least 5 years of overall experience, including 3 years of Professional Experience (managerial or supervisory) in areas related to Client/Customer Services Functions, or Protection and Accountability to Affected Population inclusive of CFM or other related field.
• Within these 3 years of professional experience, a minimum of 1 year of experience must be after postgraduation.
• Work experience with a UN agency or international organization, or applied knowledge of the Humanitarian, Development and/or Call-Centre architecture would be an asset.
• Fluency in spoken and written both in English and Bangla language.
• Knowledge of Chatgaya and/or Rohingya language is highly desirable.
• Excellent customer care and communication skills, a clear and friendly attitude and the ability to follow and to transmit clear messages.
• Knowledge of Core Humanitarian standards, accountability and community engagement practices and methodologies in the humanitarian sector.
• Ability to follow procedures and instructions and multi-task in a professional manner, while meeting targets in a high-pressure environment.
• Capacity and attitude to learn quickly.
• Maintain a professional standard at all times, especially during difficult or stressful interactions with CFM users and colleagues.

Skills

• Community Feedback Mechanisms
• Client Services
• Protection and Accountability
• Humanitarian Standards for Children
• Community Engagement
• Call Center Operations
• Customer Care
• Communications Skills
• Feedback Analysis
• Team Management
• Partnership Collaboration
• Compliance
• Multi-tasking Skills
• Information Management
• Humanitarian Context Knowledge

Languages

English, Bangla