CRM Officer

The CRM Officer will be responsible for establishing, managing, and strengthening the Complaints and Response Mechanism (CRM) / Accountability to Affected Populations (AAP) across all EYN Projects programs in the field office. The CRM Officer ensures that beneficiaries, communities, and stakeholders can safely and confidentially provide feedback, raise complaints (including sensitive issues such as SEA), and receive timely responses. He/she works closely with program teams, M&E, protection, and management to promote transparency, trust, and do-no-harm principles. The role includes community sensitization, data management, case follow-up, and reporting while representing EYN Projects in relevant accountability forums. MAIN RESPONSIBILITIES: The CRM Officer’s primary responsibilities include the following: Lead the setup, implementation, and ongoing management of the Complaints and Response Mechanism (CRM) in line with humanitarian standards (CHS, Sphere, IASC AAP commitments); Develop and update CRM tools, procedures, SoPs, and communication channels (hotlines, suggestion boxes, community focal points, help desks, etc.) appropriate to the context; Conduct regular community sensitization and awareness sessions on CRM, feedback channels, rights, and how to raise concerns (including protection from sexual exploitation and abuse - PSEA); Receive, register, analyze, and refer complaints/feedback in a confidential and timely manner using the CRM database; ensure proper categorization (programmatic, sensitive, SEA, etc.); Follow up on complaints with relevant program teams or focal points to ensure appropriate investigation and resolution within set timelines; provide updates to complainants where safe and appropriate; Ensure gender, age, disability, and protection considerations are integrated into CRM processes, with safe referral pathways for sensitive cases; Provide regular training and on-the-job coaching to staff, volunteers, and community structures on CRM, AAP, PSEA, and do-no-harm principles; Monitor and analyze CRM data trends, prepare monthly/quarterly dashboards and reports on complaints/feedback, response rates, resolution status, and key issues; share with management and donors as required; Identify systemic issues from feedback/complaints and recommend program improvements to enhance quality and accountability; Participate in internal and external meetings (e.g., AAP/CRM working groups, sector coordination) to represent EYN Projects and share updates; Support program teams in integrating CRM/AAP into project cycle (assessments, design, implementation, monitoring); contribute to proposals, reports, and strategy documents; Ensure confidentiality, data protection, and ethical handling of sensitive information in compliance with organizational policies; Monitor security and contextual risks related to CRM activities and report to supervisor; Assist in advocacy and community engagement during project entry and throughout implementation; Carry o