Feedback Mechanism Assistant

In alignment with its "Disaster Risk Management and Disaster Risk Reduction Framework," IOM Afghanistan carries out disaster resilience activities to strengthen the capacity of communities vulnerable to natural hazards.  IOM DRR activities are operated in a close collaboration with ANDMA, reflecting a shared commitment to transparency, accountability, and community-centered disaster management. Under the supervision of Programme Officer (DRR), the selected candidate will oversee receiving, processing, and responding to feedback and complaints from affected populations in one of the region (center, north or south) region. This role is essential for ensuring that community voices are systematically integrated into disaster preparedness, emergency response, and resilience-building efforts, as outlined in the Feedback Mechanism SOP.

Core Functions / Responsibilities:

• Receive, log, and categorize incoming feedback and complaints via all channels (helpline, written forms, in-person, forums, digital platforms) 

• Assign unique case IDs and ensure accurate documentation in the CFM database.

• Keep and properly maintain all collected documents in the relevant files.

• Accurately analyze and consolidate the reports and complaints received.

• Provide information and reports to the relevant authorities in a timely manner.

• Assist in collecting complaints and filling out the relevant forms for field volunteers.

• Safeguard personal data and ensure access only by authorized personnel.

• Ensure all staff handling feedback sign confidentiality agreements and comply with data protection standards.

Administrative Duties:

• Prepare monthly reports summarizing feedback trends, resolution rates, and geographic distribution.

• Conduct post-case surveys and trend analysis to inform program adjustments.

• Document lessons learned and contributed to operational and strategic improvements.

• Prepare work plans and submit reports on completed activities.

• Provide professional advice.

• Keep all administrative information confidential.

• Ensure confidentiality and respectful handling of all cases.

• Ensure accessibility of feedback channels for all affected populations, regardless of literacy, language, or location.

• Adherence/commitment to all religious matters/issues.

Coordination Duties:

• Coordinate with central and provincial staff to obtain information and data, as well as record it in the relevant database.

• Serve as the primary liaison between ANDMA, IOM, and affected communities for feedback matters.

• Facilitate regular coordination meetings and updates with stakeholders.

• Ensure compliance with donor requirements and internal policies.

• Refer cases to relevant program teams, provincial offices, or senior management based on category and urgency.

• Track progress of each case from intake to closure, ensuring timely follow-up and resolution.

• Escalate unresolved or repeated complaints as per SOP protocols.

• Integrate feedback mechanism awareness into community volunteer trainings, meetings, and outreach activities.

• Support the distribution of posters, flyers, and radio/SMS messaging to promote voluntary participation.

Required Qualifications and Experience:

Education:

• Bachelor’s degree in business administration, Social Sciences, or a related field from an accredited academic institution with minimum three years of relevant professional experience.

Experience:

• Experience in humanitarian, development, or disaster management settings, with a focus on accountability or community engagement.

• Experience with case management systems, data protection, and reporting.

• Working knowledge of Community Volunteers, Local Authorities, Partner Organizations.

Skills:

• Strong organizational, analytical, and communication skills.

• Proficiency in Microsoft Office Suite and data management tools.

• Fluency in the national languages (Dari and Pashto) and having working knowledge of English language.

Languages:

• For all Applicants, fluency in English is required (oral and written).

• Working knowledge of Pashto or Dari is required.

• Fluency in all national language(s) are highly advantages.

Note: Qualified female candidates are highly encouraged to apply.

Programme Officer (DRR)

Required Competencies

Values 

• Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
• Integrity and transparency maintain high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.

Core Competencies – behavioral indicators level 1

• Teamwork: develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results produces and delivers quality results in a service-oriented and timely manner; is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: continuously seeks to learn, share knowledge and innovate.
• Accountability: takes ownership for achieving the Organization’s priorities and assumes responsibility for own action and delegated work.
• Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way.

Interested candidates are required to apply through Tayo. Also, please take note that CTG does not accept applications in hard copies.

Before applying the candidate must carefully read the advertisement.

Applicants are advised to fill in all mandatory fields otherwise they will not be able to apply and should fill their correct and active e-mail address in the online application as any correspondence will be made by CTG through e-mail only.

Note: Due to the high volume of applications received, only shortlisted candidates will be contacted. Please ensure that the e-mail address and phone number that you will indicate are accurate.