Complaint and Feedback Mechanism- CFM Assistant – Beledweyne


Complaint and Feedback Mechanism- CFM Assistant – Beledweyne


COOPI- Cooperazione Internazionale is an Italian humanitarian non-governmental organization founded in 1965. COOPI aims to help the world’s poorest to improve their access to healthcare, food, and financial security, and to overcome their special vulnerability to wars, civil conflicts and natural disasters. For more than 50 years of long-term support and constant presence in the field, COOPI has been engaged in breaking the cycle of poverty and responding to specific emergencies in numerous sectors, including Food Security, Humanitarian Aid, Health, Socio-Economical Services, Water and Sanitation, Human Rights, Education and Training, Migrations and Sustainable Energy.

COOPI in Somalia

COOPI has been active with its humanitarian and resilience programs in Somalia since 1984. COOPI has been implementing emergency and long-term resilience building projects including food security & livelihoods, water and sanitation and health, to improve the living conditions of thousands of vulnerable families.

COOPI has been providing response and supporting the most basic and pressing needs of communities in Southwest State, South Central, Banadir, Jubaland and Somaliland. COOPI has a long-standing presence in those locations providing both emergency humanitarian support and building resilient livelihoods through a multi-sectoral approach with specific focus on crisis affected populations. COOPI’s main operational and coordination offices are located in Mogadishu, Baidoa and Dollow. COOPI also has a support and regional office in Nairobi.

Main responsibilities

The CFM assistant will provide support to relief and emergency food assistance through CBT and In Kind interventions towards IDPs and host communities in Hiraan region Somalia, in the design, planning, monitoring and evaluation of the program by managing data and facilitating program implementation at state level, under the guidance and direct supervision of the Project Manager.

The CFM Assistant will be responsible for the collection and the resolution of complaints in the field at General Food Distribution (Unconditional Resource Transfer) Project Belet Weyene Hiraan region. He/she will ensure accuracy of complaint registration and provision of feedback to beneficiaries and non-beneficiaries.

The CFM Assistant will be responsible for data gathering, analysis and reporting activities. She/he will assist in tracking progress of key indicators and provide timely reports to the Project Manager and MEAL Unit, including;

  • Registration of complaints received by beneficiaries and non-beneficiaries at distribution point.
  • Actively participate in sensitization and information sharing sessions for the beneficiaries and the communities related to their right to file complaints and receive feedback.
  • Maintenance of an effective record and filing system for all complaints solved and pending

issues including correspondences and other related documents for quick and easy reference.

  • Report any issue which needs immediate action to the MEAL Officer and follow up on the resolution of such issues.
  • Conduct verification and screening of the non-beneficiaries who want to be included in the programme. Check their documentation and communicate their names to the Data Tally Clerk to avoid duplications.
  • Provide counselling and sensitization to the mothers and caregivers who come to file their complaints, ensure that they understand the programme and the admission mechanism.
  • Be in charge of providing feedback to the complainants when complaints are resolved, with the support of the Food Management Committees.
  • Treat beneficiaries with dignity and apply COOPI’s Code of Ethics and Conduct, Core Humanitarian Standards, the UN  Convention for the Elimination of Discrimination Against Women (CEDAW) and the UN                      Convention on the Rights of the Child (UNCRC) in the field.
  • Work with program teams to ensure COOPI information on program activities is shared within district and provide for beneficiary feedback in line with relevant guidelines and frameworks.
  • Collaborate with government and humanitarian partners to ensure the smooth sharing of

information in consultation with the Project Manager/Field Officer/ MEAL Unit/ Program Coordinator.

  • Support the program team in facilitating the process of setting up Complaint Response Mechanism at district level and handling complaint/ feedback.

Skills and Qualifications

Requirements (education required, years of experience, technical skills, soft skills)


–     Degree/Diploma in Sociology, Economics, Rural Development, Development Studies, Statistics, Demography or related subject, with previous experience working in developmental projects


  • 2 years in CRM related work experience with an INGO
  • Experience in data collection, collation, analysis, and report writing
  • Have excellent communication, writing and analytical skills.
  • Be excellent in communication skills and proficient in report writing
  • Be resident and familiar with the terrain in Somalia
  • Excellent working knowledge of Microsoft Office programming (Access, Outlook, Excel, Power Point, and Word).
  • Knowledge and experience in collecting and using database about APP
  • Proficient in data collection and handling bulk registers of beneficiaries and knowledge of data protection.
  • Experience designing and leading capacity building and training for national teams Preferred:
  • Knowledge of the local languages.
  • Willing and able to be based and travel regularly within remote areas, where services are limited.

How to apply

Interested candidates who meet the required qualifications and experience are invited to submit their applications through link to with subject line as “CFM Assistant” by 10.05.2023.

The application should be a cover letter and CV as one document and indicate the title of the position on the subject line this will ensure we capture your application in the right way. Applications should include contact details of three professional referees. One referee must be the applicant’s Immediate supervisor. COOPI is an Equal Opportunity Employer. Qualified female candidates are strongly encouraged to apply. Only short-listed candidates will be contacted.

Brief Conditions

  • COOPI has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the organization, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. COOPI 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.
  • COOPI reserves the right to transfer position as per need / project demand any time during the project.
  • COOPI reserves the right to close the application before deadline, if the required number of candidates is attained Rolling basis review of applications.
  • Other Terms & Condition will be part of Job Contract;

Important Information and Notice
Carefully observing the details as follows:

  • Only motivated applicants who are able to perform the stipulated duties and meet the required qualifications will be considered.
  • CVs will be reviewed on rolling bases
  • Due to the large numbers of expected applicants, only short-listed candidates will be contacted and invited for an interview. We apologies for the inconvenience.
  • COOPI considers all applicants based on merit without regard to race, sex, colour, religion, sexual orientation, age, marital status, or disability.

This ToR shall be inclusive of any other task specifically assigned by the Project Manager and direct supervisor for what concerns the implementation of the program activities.

Qualified female candidates are strongly encouraged to apply.

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