Job Detail

Action for welfare and Development of Rural Environment Organization (AWDREO) is a non-governmental, Non-profit and non- political Organization engaged in Multi Sector programs in the realms of Education, Livelihood, Community Development, Capacity building, Human Resource Management, Emergency Response health and WASH.

AWDREO established in 2015, aims to be a catalyst for promoting peace, stability and development, alongside the government of Afghanistan, by targeting the marginalized. Women, girl’s youth and children, the illiterate and the poor people in Rural Communities. 

Brief Description of the Position:

The CRM Officer is responsible for managing and overseeing the Livestock Project's Complaint Response Mechanism (CRM). This includes receiving, processing, investigating, and resolving complaints from project beneficiaries and stakeholders. The CRM Officer also plays a key role in promoting transparency, accountability, and good governance within the project.

Essential Duties and Responsibilities:

• Receive and log complaints from beneficiaries and stakeholders through various channels, including phone, email, and in person.
• Conduct preliminary assessments of complaints to determine their eligibility and severity.
• Investigate complaints thoroughly, gathering information from all relevant parties.
• Facilitate meetings between complainants, project staff, and other stakeholders to resolve complaints.
• Document all aspects of the complaint resolution process, including timelines, findings, and outcomes.
• Develop and maintain CRM records, including complaint logs, investigation reports, and resolution summaries.
• Analyze complaint trends to identify recurring issues and areas for improvement.
• Proactively communicate with beneficiaries and stakeholders about the CRM process and their rights.
• Prepare and deliver presentations on the CRM to project stakeholders.
• Provide training to project staff on complaint handling procedures.
• Collaborate with other project departments to address systemic issues that contribute to complaints.
• Represent the project at external complaint forums and hearings.
• Maintain a high level of confidentiality and professionalism in all interactions related to complaints.