Job Title: CFM Assistant
Location: Mareb
Project Reporting To: Project Manager
Deadline: 21/06/2024

Background

BCHR is a leading national non-governmental humanitarian agency with a global mission to alleviate suffering, poverty and oppression by helping people build secure, productive and just communities. BCHR is a non-profit and non-governmental organization aiming to provide health, nutrition, food security and protection services as a humanitarian response to the escalating socio-economic situation in Yemen since 201

KEY RESPONSIBILITIES AND DELIVERABLES
 Ensure that all information related to the person calling are properly recorded and that every call is recorded in the hotline database.

• Responsible for the proper implementation of all hotline operating procedures and refer all cases to the appropriate manager according to those procedures.
• Compile, analyze and disaggregate monthly complaints and feedback by project.
• Follow up internally with BCHR on complaints and feedback referrals with the appropriate offices and sector leads until the closure of the case.
• Respond to pending issues, provide support as needed, and communicate progress back to beneficiaries.
• Tracking the status of each complaint and ensuring that follow-ups are being made, and working to increase levels of beneficiary satisfaction with the follow-ups provided by BCHR.
• Maintain a respectful and objective stance when receiving feedback, treat callers and colleagues with dignity and adhere to BCHR’s ethical standards.
• Ensures efficient data transmission and archives for future reference and submits timely complaints reports (daily stirpes, daily oral reports, if necessary, weekly summaries/reports).
• Take responsibility for data integrity to facilitate availability of accurate information in BCHR corporate and CFM databases.
• Disseminate information on BCHR programme implementation and assistance entitlements to beneficiaries through different communication channels, as required.
• Contribute to the CFM progress and performance reporting by providing inputs.
• Report to the Accountability Officer any issues faced.
• Perform other tasks when required.

Required Qualifications and Experience.

• University Degree from an accredited academic institution in Social Science/Public Relation/Economics/Development Studies/ International Relations or other relevant disciplines with three- year experience;
• School diploma 3 years of experience;
• Computer skills and competency in word, Excel as a minimum.
• Accurately from all members of a community regardless of their age, gender, or other diversity factors.
• Organization skills

To applying for this position please click on this link CFM Assistant