Community Feedback Mechanism (CFM) Officer

Complaints Feedback Mechanism (CFM)

• Receive, analyze and segregate all communications received through the accountability channels established in Amman for serious complaints, which includes:
  • Receiving CFM WhatsApp and Telegram messages
  • Calls on the CFM Hotline
  • Responding to CFM Email
• Respond and refer all communications received at the CFM channels to the key focal person at each entity (investigations, programmes or systems)
• Work closely with the Senior Accountability Officer to define and organize information received.
• Follow up on action points with appropriate departments, entities/sectors and respond to raised issues as needed.
• Work with the Senior Accountability Officer to see that the CFM and the Whistleblowing procedures for serious cases are adapted to the context, to ensure its access and availability to staff and project participants.
• Follow-up on pending complaints with relevant parties, to ensure the communicator receive a response to their communication.
• Social Media (Facebook, Telegram, Instagram) scanning activities for GOAL Syria’s complaints response and wrongdoing awareness activities.