CFM Officer (CODEC EPRC PROJECT)

* Drive community engagement through center-based, non-center-based, and mobile Complaints and Feedback Mechanism (CFM) activities, ensuring inclusive and accessible services for Persons of Concern (PoCs). * Lead the registration and management of feedback, complaints, and cases in logbooks and the CAIPP system, ensuring timely and accurate documentation. * Foster collaborative relationships with relevant sectors to ensure effective referral and follow-up of cases, tracking progress and resolution. * Manage emergency and sensitive cases with urgency and sensitivity, coordinating with supervisors and concerned sectors to provide prompt support. * Deliver timely feedback to PoCs, closing the feedback loop in line with CFM and Accountability to Affected Populations (AAP) principles. * Architect and implement mobile CFM services to reach hard-to-reach locations, targeting vulnerable groups such as Persons with Disabilities (PwDs), Persons with Specific Needs (PSNs), elderly persons, women, and other marginalized communities. * Facilitate center-based and non-center-based CFM activities, including outreach and awareness-raising sessions, to promote inclusive and survivor-centered services. * Develop and maintain strong partnerships with CFM volunteers, providing training, mentoring, and coaching to ensure high-quality, confidential, and survivor-centered services. * Promote age, gender, and diversity (AGD) representation within the volunteer team, ensuring inclusive and equitable participation. * Drive continuous improvement by identifying challenges, developing practical solutions, and recognizing outstanding performance among volunteers. * Uphold the highest standards of confidentiality, informed consent, data protection, and "Do No Harm" principles in all CFM activities. * Manage accurate documentation and record-keeping of cases, actions taken, outcomes, and case status, maintaining CFM databases and program records. * Prepare and submit regular reports, including weekly, monthly, quarterly, half-yearly, and annual reports, to meet organizational and donor requirements. * Collaborate with internal stakeholders, including the Technical Officer CC and CFM, to ensure effective CFM implementation and coordination. * Embed CODEC's Code of Conduct, safeguarding, Prevention of Sexual Exploitation and Abuse (PSEA), child protection, confidentiality, and "Do No Harm" principles into all aspects of work. * Participate in coordination meetings, reviews, and learning sessions to ensure effective collaboration and knowledge sharing. * Coordinate with external stakeholders, including UNHCR and relevant partners, to drive effective CFM implementation and achieve project goals.