Job Summary:
The Community Feedback Mechanism (CFM) Officer will be responsible for implementing and managing a system for collecting, analyzing, and responding to feedback from the communities we serve. A primary role of the CFM officer will be strengthening community structures for community feedback through establishing community-based face-to-face channels, facilitating face-to-face information sharing and feedback intake.The CFM officer will be also responsible for strengthening community engagement through regular field visits, meetings, and FGDs with the affected community members as well as take necessary corrective actions to address community needs and feedback.
The CFM Officer will also be responsible for maintaining accurate records of feedback, preparing reports and recommendations based on the data collected, and ensuring that organization is responsive and accountable to the needs and preferences of the communities.
The CFM officers will be responsible for dissemination of information to the affected communities through face-to-face engagement and collecting feedback from communities.
The CFM Officer will regularly participate in relevant meetings and training by UNFPA and play the main focal point role for the UNFPA’ Common Feedback System and strengthen/establish community preferred feedback mechanisms within the implementing organization.
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
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.
- Disseminate required information and messages of the affected communities and track the feedback from these communities.
- 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.
