Complaints & Feedback Focal Point- FSAC&WASH

• Location: Hodeidah\ Az-Zuhara District - Hodeida Governorate (with regular travel to other sites).
• Period: 7 months, renewable subject to performance.
• Duty Station: Life Makers Meeting Place Organization (LMMPO), Hodeidah –Yemen.
• Terms: Full Time Position (8 Eight hours per working day), with field visits to the work sites.
• Classification: MEAL Management\ FSAC&WASH 
• Expected start Date: 01-08-2026.
• Job grade: - Five degree.

Foreword:
LMMPO; 20 years of diligent engagement in Yemeni humanitarian and Development undertaking, is now regarded as one of the leading organizations in humanitarian response and development as well as development of young people's abilities. Investing and benefiting from the abilities and talents of young people constitutes a passion for us, but also is the essence of our mission and focus of our work and it is on top of our goals for which we are working hard to achieve. Thus, we have implemented several successful activities and programs that have had a real favorable impact on young people and the society in general. That success, inevitably, will not be possible without the support of our teams, donors, partners and other stakeholders. 
LMMPO is keen to have a competent candidate to fill the position of Complaints and Feedback Focal Point

Purpose/Scope of the task
Role: Responsible of collecting and receiving complaints and feedback and provide appropriate response after consultation with dedicated staff in the project management. Focal points will be recruited from same districts and will be responsible of dissemination f he YHF and LMMPO complaints and feedback mechanisms, carry out awareness raising on CRM within the project locations; will be responsible of opening the complaints boxes and receive direct complaints of beneficiaries while the field visits to the locations of the project. They will be responsible to conduct the baseline and endline assessment under the supervision of M&E officer. Also, the focal point will be responsible of writing monthly report to the M&E officer. (Field Office)

Accountabilities & Responsibilities

1.    Develop an appropriate field monitoring plan for project activities.
2.    Track project implementation and conduct field visits to target sites in Al Zuhra district to ensure progress aligns with the plan and proactively report encountered challenges.
3.    Conducting field visits to the targeted sites to establish the complaints and feedback mechanism (CFM) for the project (CFM boxes and posters).
4.    Educating beneficiaries about the CFM, how to use it, and its importance.
5.    Receiving complaints and feedback from beneficiaries and recording them according to the specific forms/templates.
6.    Opening the complaints and feedback boxes periodically (every 10 days), creating minutes for each opening, and submitting the complaints using the designated forms to the Monitoring and Evaluation Department within two days of opening the boxes.
7.    Collecting beneficiaries' opinions and suggestions, and identifying their challenges by recording and sending them to the Monitoring and Evaluation Department in the main office.
8.    Implementing the CFM during the distribution of aid (cash and hygiene kits) at designated distribution centers.
9.    Conducting baseline assessment, end-line assessment, and market assessment through interviews with families and key informants, and uploading the data via the electronic link provided by the organization (Kobo Toolbox or Google Forms).
10.    Clean, analyze, and submit data to the M&E department for final report writing.
11.    Promote equal participation and address gender-specific needs to improve overall beneficiary satisfaction.
12.    Enhance overall beneficiary satisfaction by addressing their concerns, ensuring equal participation, and meeting gender-specific needs, while maintaining transparency, accountability, and the full protection of everyone's dignity and safety.
13.    Writing a monthly progress report with photos according to the specified template and submitting it to the direct manager by the 28th of each month.
14.    Assisting in discovering and documenting success stories and lessons learned.
15.    Carrying out any tasks assigned by the direct supervisor.

Qualifications and Skills 

Study and Training:

• University Degree in management or relevant disciplines.
• In 2 - 3 years in the field monitoring and evaluation department (Complaints and Feedback Focal Point), preferably with experience in NGOs & local NGOs.

Languages:

• Fluent in Arabic and English (Speaking and Writing). 

Experience & Skills:

• Competence in using information Technology (IT) including Word, Excel and common packages such as DHIS, ONA, GBVIMS, SPIMS, SPSS, EXCEL, etc.
• Ability to work in multi-disciplinary and multi-cultural contexts.
• Interpersonal and communication skills.
• Endurance and patience in the field skills
• Decision making
• Representing the LMMPO.
• Strategic thinking skills. 
• Decision making.
• Analytical Skills.
• Monitoring & Evaluation Analytical Skills.
• Ability to achieve planned goals.
• Ability to work under pressure. 
• Excellent planning and interpersonal and problem-solving skills.
• Team management and knowledge transfer
• Ability to travel.
• Proven ability of using MEAL system.
• Ability to communicate clearly, concisely and effectively.
• High quality report writing.

Position Includes: -

The (Basic salary, Appearance & Transportation Allowances, Social Security, Payroll Tax, Other Benefits (Communications Allowance), Health & Life Insurance.]