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.

• Bachelor’s degree in social sciences, international development, or a related field.
• Minimum of 2 years of experience working in a complaint response mechanism or related role.
• Strong understanding of the principles of good governance, transparency, and accountability.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficient in Microsoft Office Suite and other relevant software applications.

Language Skills:

• Able to communicate both in Pashto, and Dari, Fluency in English is required.

Qualified and interested Afghan candidates should submit their cover letter and updated CVs to the following email address: awdreo.hr@awdreo.org
The subject line of the email must be (CRM, VA No: AWDREO/020-2023
Please don’t attach heavy files & and any other documents more than (1024 KB), otherwise, your application will not be considered for shortlisting.
Only short-listed candidates will be invited for an interview.

Note: sending your application to others’ email addresses will not be considered.

awdreo.hr@awdreo.org