Complaint Response Officer (Accountability, Safeguarding & PSEA)

Organization: Human Relief Foundation (HRF), Bangladesh

Project Type: Anticipated Donor-Funded Child Protection Project

Duty Station: District Office

Duration: Up to 24 months (subject to donor approval and funding availability)

Reports To: Team Leader

Technical Coordination: Child Protection Adviser, GBV Manager, MEAL/MIS teams, Field Coordinators, Safeguarding/PSEA focal points

Project Overview

HRF Bangladesh is preparing for an anticipated child protection systems-strengthening project focused on strengthening and reactivating Community-Based Child Protection Committees (CBCPCs) across Rohingya camps and selected high-risk districts in Bangladesh.

The project aims to support Government-led child protection systems through community coordination, volunteer mobilization, safeguarding compliance, referral linkage support, monitoring, documentation, and evidence-based reporting.

Position Purpose

The Complaint Response Officer will establish and manage a safe, confidential, and accessible Complaint and Feedback Mechanism (CFM) for communities and project stakeholders.

The role ensures that:

• Communities can safely submit complaints, feedback, and safeguarding concerns

• Complaints are properly recorded, categorized, and tracked

• Sensitive cases (SEA/SH, child protection, misconduct) are safely referred

• Feedback is used to improve project quality and accountability

• Confidentiality and data protection are strictly maintained

• The role is not investigative, except where formally authorized under safeguarding protocols.

Key Responsibilities

Complaint & Feedback Mechanism Management

• Establish and maintain complaint channels (hotline, boxes, focal points, field reporting systems)

• Ensure inclusive access for children, women, persons with disabilities, and marginalized groups

• Develop complaint registration, tracking, referral, and closure systems

• Ensure alignment with HRF policies, donor requirements, and safeguarding standards

Safeguarding, PSEA & Sensitive Complaint Handling

• Support implementation of PSEA, child safeguarding, and code of conduct systems

• Ensure immediate referral of SEA/SH and sensitive complaints through proper channels

• Maintain confidentiality, dignity, and a survivor-centered approach

• Support staff capacity to safely receive disclosures without risk or harm

• Ensure mandatory reporting and escalation procedures are followed

Community Accountability & Awareness

• Orient communities, CBCPC members, and volunteers on complaint mechanisms

• Develop simple communication materials on rights, reporting channels, and confidentiality

• Promote safe, voluntary, and respectful participation in project activities

• Strengthen accountability to affected populations through feedback use

Data Management & Confidentiality

• Maintain a secure complaint database with access control

• Ensure anonymization and protection of sensitive data

• Coordinate with MIS and MEAL teams for data quality and reporting

• Produce trend analysis and complaint summary reports

• Ensure compliance with safeguarding data protection standards

Coordination with MEAL/MIS & Field Teams

• Integrate accountability indicators into MEAL systems Coordinate with MIS for data management and analysis

• Support field teams in recording non-sensitive feedback

• Share complaint trends with management for corrective actions

• Ensure feedback informs adaptive project improvements

Capacity Building & Training

• Train staff on complaint handling, safeguarding, PSEA, and confidentiality

• Develop SOPs, flowcharts, and referral guidelines

• Conduct refresher orientations for field staff and community focal points

• Promote safe communication and ethical handling of complaints

Field Monitoring & Risk Management

• Conduct field visits to assess the complaint mechanism's effectiveness

• Identify barriers to reporting (fear, stigma, access issues, etc.)

• Monitor risks such as retaliation, confidentiality breaches, or misuse

• Recommend corrective actions to management and technical teams

Reporting & Documentation

• Prepare monthly complaint and accountability reports

• Contribute to quarterly donor reports with anonymized data

• Track complaint response timelines and closures

• Escalate serious safeguarding issues to authorized focal points

• Maintain corrective action tracking system

Key Deliverables

• Complaint & Feedback Mechanism implementation plan

• SOPs, tools, and referral flow systems

• Community awareness materials

• Staff training modules and guidance notes

• Secure complaint database system

• Monthly complaint trend and analysis reports

• Safeguarding/PSEA reporting updates

• Field monitoring reports

• Quarterly donor reporting inputs

• Corrective action tracking matrix

5-7 years in accountability, safeguarding, protection, MEAL, GBV, or child protectionExperience with complaint/feedback mechanisms in humanitarian or development settingsExperience in confidential case handling and reportingExperience in Rohingya and highly vulnerable districts in BangladeshExperience with UN/NGO/donor-funded projects preferredSkills & CompetenciesStrong knowledge of safeguarding, PSEA, and accountability systemsAbility to handle sensitive information with confidentiality and integrityStrong communication, facilitation, and coordination skillsAbility to conduct data analysis and reportingUnderstanding of child protection and GBV referral systemsStrong ethical judgment and community engagement skillsAbility to work in complex field environmentsLanguage RequirementsFluency in Bangla and English requiredKnowledge of Chittagonian or Rohingya dialect is an advantageChild Safeguarding and Ethical ComplianceThe position involves work with vulnerable children and sensitive child protection information. The selected candidate must comply with HRF Bangladesh's safeguarding, confidentiality, data protection, and PSEA/SEA-SH policies. Any violation of safeguarding or ethical standards may result in disciplinary action, including termination.

https://bdjobs.com/h/details/1491358

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