Community Feedback Officer
Term: Full-time (100% workload)
Location: Yerevan
Effective date: ASAP
Duration: 1 year (with possible extension)
Reporting to: MEAL Manager
Community feedback officer person collects, analyzes, and addresses community input and concerns received through hotline CFRM email, during distribution at help desk, ensuring that their feedback is incorporated into decision-making processes and that timely, transparent responses are provided to foster community engagement and trust.
Scope of responsibilities:
Managing Hotline and Email Communications:
Location: Yerevan
Effective date: ASAP
Duration: 1 year (with possible extension)
Reporting to: MEAL Manager
Community feedback officer person collects, analyzes, and addresses community input and concerns received through hotline CFRM email, during distribution at help desk, ensuring that their feedback is incorporated into decision-making processes and that timely, transparent responses are provided to foster community engagement and trust.
Scope of responsibilities:
Managing Hotline and Email Communications:
- Monitor incoming calls and emails from community members.
- Respond promptly and professionally to inquiries, feedback, and complaints.
- Provide accurate information and assistance to resolve issues effectively.
- Operate an onsite helpdesk to assist community members with inquiries, feedback, and issues.
- Offer face-to-face assistance to visitors, residents, or stakeholders who require assistance.
- Ensure the helpdesk staff appropriately trained during designated hours of operation.
- Maintain a detailed logbook/database of all incoming calls and emails.
- Register each call or email, documenting the nature of the feedback or concern.
- Ensure proper categorization and tagging for easy reference and analysis.
- Regularly review feedback data to identify recurring issues or emerging trends.
- Collaborate with relevant departments or stakeholders to address systemic issues.
- Generate reports and insights to inform decision-making and process improvements.
- Serve as a liaison between the community and internal departments or external partners.
- Coordinate responses and actions with relevant teams to resolve issues in a timely manner.
- Build and maintain positive relationships with community members and stakeholders.
- Propose and implement strategies to enhance feedback collection and analysis processes.
- Introduce innovative tools or platforms to streamline communication and engagement.
- Conduct surveys or outreach activities to gather additional insights and perspectives.
- Adhere to relevant regulations, policies, and standards governing feedback management.
- Maintain confidentiality and data privacy in handling sensitive information.
- Conduct periodic reviews or audits to ensure the accuracy and completeness of records.
- Offer guidance and training to staff members involved in community interactions.
- Share best practices for effective communication and conflict resolution.
- Offer support and mentorship to ensure consistent and high-quality service delivery.
- Actively seek feedback on the feedback process itself, and iterate based on community input.
- Proactively identify opportunities for improvement and implement relevant changes.
- Create child-friendly feedback channels such as suggestion boxes, colorful feedback forms, or digital platforms with engaging interfaces.
- Design age-appropriate feedback tools tailored to children's developmental stages, such as drawings, games, or storytelling activities.
- Implement methods for caregivers to provide feedback, including surveys, interviews, or dedicated communication channels.
- Organize interactive sessions or workshops to encourage children to express their thoughts and feelings about the center.
- Reach out to caregivers through parent meetings, newsletters, or social media to solicit feedback and suggestions.
- CFRM Officer contributes to lessons-learnt on programmatic level in her/his field domain.
- When needed, CFRM Officer supports MEAL UNIT in phone or filed data collection activities, including surveys, key informants’ interviews and focus group discussions.
- CFRM Officer implements ethical principles in her/his tasks and duties.
- Performs other duties as assigned by her/his direct supervisor, MEAL Manager.
Requirements and qualifications:
- University degree.
- At least 1 year of similar work experience, preferably in NGOs or humanitarian sector.
- Strong analytical and critical thinking skills.
- Excellent communication and negotiation skills.
- Polite and courteous manner of communication.
- Highly organized person with attention to details and able to work individually.
- Coordination and problem-solving skills.
- Excellent knowledge of Armenian, English, Russian will be viewed as an asset.
- Computer skills: good knowledge of MS office and other software being used for data analysis and visualization.
What we offer:
Please apply through the following link.
Please note, applications will be reviewed on a rolling basis, and should a suitable candidate be found before the official closing date, the advertisement might be withdrawn prior to the deadline thus early submissions are strongly encouraged.
Kindly note that only shortlisted candidates will be contacted.
People in Need staff are expected to perform job duties and responsibilities in accordance with People in Need Code of conduct and key policies (available at: https://www.peopleinneed.net/key-policies-4142gp).
People in Need is committed to preventing any type of unwanted behavior at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct and committed to promoting the welfare of children and adults with whom People in Need engages /is in contact with. People in Need expects all staff to perform job duties and responsibilities in accordance with People in Need code of conduct and key policies (available at: https://www.peopleinneed.net/key-policies-4142gp). People in Need Staff will undertake the appropriate level of training.
All offers of employment will be subject to satisfactory references and appropriate screening checks, which can include criminal records and terrorism finance checks.
We are committed to ensuring diversity and gender equality within our organization and encourage applicants from diverse backgrounds to apply.
- Salary and benefits according to the national PIN Armenia salary scale
- Health insurance package
- Gaining work experience and knowledge of the organization's processes in a professional and flexible NGO, the largest in Central Europe
- Becoming a part of the international community
Please apply through the following link.
Please note, applications will be reviewed on a rolling basis, and should a suitable candidate be found before the official closing date, the advertisement might be withdrawn prior to the deadline thus early submissions are strongly encouraged.
Kindly note that only shortlisted candidates will be contacted.
People in Need staff are expected to perform job duties and responsibilities in accordance with People in Need Code of conduct and key policies (available at: https://www.peopleinneed.net/key-policies-4142gp).
People in Need is committed to preventing any type of unwanted behavior at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct and committed to promoting the welfare of children and adults with whom People in Need engages /is in contact with. People in Need expects all staff to perform job duties and responsibilities in accordance with People in Need code of conduct and key policies (available at: https://www.peopleinneed.net/key-policies-4142gp). People in Need Staff will undertake the appropriate level of training.
All offers of employment will be subject to satisfactory references and appropriate screening checks, which can include criminal records and terrorism finance checks.
We are committed to ensuring diversity and gender equality within our organization and encourage applicants from diverse backgrounds to apply.