CFRM Officer

Afghan Youth Services Organization (AYSO) is a National Afghan NGO registered in 2006 with the MoEc of Afghanistan with registration No:397.AYSO since came into being has developed, successfully implemented, and provided direct assistance services in different   sectors such as health, educational, Food Security,  Capacity building, GBV Prevention and Response, Peace, Justice Research, and Surveys human rights and awareness projects and programs with the technical and financial support of several UN Agencies such as UNDP,UNFPA, UNICEF, WFP, and WHO, AYSO has implemented projects with government ministries and departments as well as has been being implementing partner with AAH/USAID, FHI, BARC, AADA,HEWAD, and other National and International Organization

Key Responsibilities

Complaints Management

• Receive and acknowledge complaints and feedback from stakeholders, including beneficiaries, partners, and staff.
• Record, categorize, and prioritize complaints in the complaints management system.
• Investigate complaints in accordance with established procedures and policies.

Response and Resolution

• Develop and implement response strategies to address complaints and feedback.
• Ensure timely resolution of complaints, providing updates to complainants as necessary.
• Coordinate with relevant departments to address and resolve issues.

Reporting and Documentation

• Maintain accurate records of all complaints and feedback received, actions taken, and resolutions provided.
• Prepare regular reports on complaints and feedback trends, highlighting key issues and recommending improvements.
• Document lessons learned and provide recommendations for improving the CFRM process.

Stakeholder Engagement

• Engage with stakeholders to raise awareness of the complaints and feedback mechanism.
• Conduct training and sensitization sessions for staff and partners on the CFRM process.
• Build and maintain effective relationships with stakeholders to foster trust and ensure the effectiveness of the CFRM system.

Compliance and Improvement

• Ensure compliance with organizational policies and procedures related to complaints and feedback.
• Regularly review and update the CFRM processes and procedures to enhance effectiveness and efficiency.
• Participate in audits and evaluations related to the CFRM system.

1. Bachelors or Master's degree in a relevant field, such as Social Sciences, Communication, or a related discipline.
2. Proven experience in complaint management, customer service, or a similar role.
3. Excellent interpersonal and communication skills, with the ability to listen actively, empathize, and respond professionally to stakeholders' concerns.
4. Strong problem-solving and analytical abilities to investigate and resolve complex complaints effectively.
5. Ability to handle sensitive and confidential information with discretion and professionalism.
6. Strong organizational skills and attention to detail to ensure accurate documentation and follow-up.
7. Knowledge of project management principles and the ability to collaborate and coordinate with cross-functional teams.
8. Familiarity with community engagement and conflict resolution techniques.
9. Proficiency in using complaint management systems or software is desirable.
10. Passion for social impact and a genuine desire to address concerns and improve the school feeding program.
11. Dari/Pashtu oral and written essential.
12. NGOs experience must, English oral and written essential.

Please submit CV to hr@ayso.org.af  
Applications after the closing date (12:00 AM) will not be accepted.
Please Indicate the position title and vacancy Number in the Subject Line otherwise your application will not be considered.
Please note that there is no telephonic inquiry and only shortlisted applicants will be contacted and called for an Interview.
AYSO zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations, including sexual exploitation and abuse, sexual harassment, abuse of authority, and discrimination. AYSO also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.