CFRM Officer

• PIN currently invites applicants for the position of CFRM Officer
• Length of Contract: definite (June 30, 2025)
• Place of Work: – Based in Hawassa Sidama Region with frequent travel to PIN’s project sites in, other regions as required.
• Salary: ETB 42,018

JOB SUMMARY 

PIN Country program in Ethiopia has in place the Community Feedback and Response Mechanism (CFRM) to ensure accountability to beneficiaries, local authorities and communities, and donors. CFRM Officer is an integral part of PIN Ethiopia’s efforts to establish and maintain feasible, appropriate, safe and context-specific communication channels as part of its responsibility to affected populations. The CFRM Officer, under the direct supervision of the CFRM Manager, will be responsible to effectively manage PIN’s CFRM and ensuring a regular lodging and follow up of feedback, assistance requests, suggestion, complaints, and queries PIN projects in Ethiopia, especially focusing on the emergency (EM) projects.

data across the consortium project.

Duties and Responsibilities of CFRM Officer

Support CFRM system establishing and strengthening in PIN EM Projects

• To ensure the developed communication tools for CFRM are beneficiary friendly and make sure the CFRM principles are framed in overall programs of PIN Ethiopia; by giving due emphasis for the all PIN projects.
• Ensuring effective operationalization of CFRM Mainstreaming in PIN program
• Ensure inclusion of CFRM tools in MEAL data collections within the Emergency and development projects – including baseline and end line, PDMs have proper CFRM questions to asses and understand the context.
• Close collaboration with the CFRM Manager, MEAL Unit Coordinator MEAL managers and MEAL field coordinator and officers at field level, to develop a strong communication to enabling CFRM information sharing.
• Collaborate with the emergency and development program staff to ensure timely execution of assigned CFRM-related activities; is responsible for obtaining up-to-date information of implemented projects, in order to fully perform her/his information role towards beneficiaries.  Creating relationship with project staffs specially with field coordinators where MEAL officer is not available to reach and update CFRM information to the community.
• Conduct regular field visits to advocate CFRM-related points, to raise awareness and to update PIN CFRM among project staffs and community.
• Closely work with PIN Safeguarding & Protection and GESI focal persons on cross cutting issues to promote quality emergency and development project implementation across the intervention areas.

Manage CFRM receiving channels; Hotline phone number, suggestion boxes, email and CFRM phone number and another channel management

• He/She is responsible in CFRM mobile phone number handling and management, suggestion boxes and another channel management.
• Responsible to manage a day to day CFRM hotline and mobile phone system and ensure recording the cases in logbook system
• Accountable to participate on   the process of installation and timely management of suggestion Boxes at field level.   complaint box installation at community level, ensure its handled safely and CFRM cases are processed in timely manner by the CFRM focal person at field level.
• Ensuring confidentiality of all reported case from all intervention location of PIN program and manage them as per PIN CFRM policy, SoP and protocol of people in need.

Reporting and CFRM case communication

• Participate in sharing the lessons learnt generated from CFRM with program team and MEAL Managers for effective or adaptive programming.
• Immediately report complaint as per their category to the CFRM Manager and keep confidentiality of the reported case and discuss the matter based on its gravity and with the relevant person.

Technical support for Program team, MEAL Managers, field coordinator and Officers in the field

• Support CFRM manager on Providing technical support for the PIN MEAL field coordinator and officers as needed also to Field staffs to ensuring that all PIN projects to include CFRM system in their implementation activities.
• Ensure PIN-deployed data enumerators are adequately and timely trained on data collection tools and methods. Look for opportunities to enhance their skills and knowledge through regular assessment of their work. Enumerators are also needed to be oriented on PIN CFRM system and its importance.
• Performs other duties as assigned by her/his direct supervisor –CFRM Manager, or MEAL Unit Coordinator
• Prepare the monthly and quarterly CFRM reports with collaboration of CFRM manager

ACCONCOUNTABILITY AND SAFEGUARDING including Prevention of Sexual Exploitation, Abuse and Harassment (SEAH)

• Carry out the duties in accordance with the PIN Code of Conduct and Key policies.
• Participate in training and awareness raising (CoC and KP, Safeguarding…).
• Implement Safeguarding measures throughout the project cycle including a risk analysis related to SEAH and Child protection for each project and develop a mitigation plan accordingly.
• Ensure that his/her team members attend training and awareness sessions and carry out the duties in accordance with PIN Code of Conduct and Key policies.
• Ensure that due diligence and/or capacity assessments of partners include an assessment of partners’ implementation of key safeguarding and risk policies/ procedure including the prevention of SEAH.
• Create and maintain a fulfilling and protective environment.

General obligations and responsibilities

• The Employee is obligated not to purvey any information concerning any PIN activities to outsiders (including former PIN employees, who may no longer be informed about current process in PIN).
• PIN is a relief and development organization whose aim is to help and assist needy people. The Employee’s position within the institution requires contact with outside; he or she therefore conveys a certain image of the PIN. PIN expects its Employees to behave in appropriate manners at all times and in all places. All members of staff should ensure their attitudes correspond to PIN principles, both during and after working hours.
• The Employee takes over the responsibility for all entrusted material or cash. The Employee is obligated to cover all damage or losses caused by his carelessness. The Agreement of Liability of Assets has been signed separately.

Other assignments corresponding to actual needs of the project, program or mission up on the request of line manager/CMT member  

Benefit

• Standard work schedule of 40 hours per week from Monday to Friday
• Per diems for working and Accommodation outside of the duty office depending on the location
• Transport Allowance
• Bank loan facilities
• 20 days of paid annual and after 5 years of work an extra paid day for every year
• Extra days of paid leaves for selected holidays
• Medical insurance, including spouse and children
• Accident insurance for all injuries during work time based on the law
• Pension contribution of 11 % from PIN
• Paternity leave of extra 2 paid days above the mandatory 3 days
• Maternity leave according to the law and extra financial motherhood support
• Monthly mobile phone hybrid tariff
• PIN supports fast career growth and internal mobility
• International environment with opportunities to learn from other PIN’s country programs
• Extensive Capacity Building program, both internal and external trainings, including the Induction training
• Internal online learning opportunities, such as access to PIN’s e-learning platform and webinars
• Annual staff retreat
• Friendly and fair work environment with small collective where everyone knows each other