International Medical Corps never asks job applicants for a fee, payment, or other monetary transaction. If you are asked for money in connection with this recruitment, please report to International Medical Corps at the website provided at the end of this document.   

If you are asked for money in connection with this recruitment, please notify International Medical Corps at  

Website for reporting misconduct :www.InternationalMedicalCorps.ethicspoint.com

The Community Based Feedback and Response Mechanisms (CBFRM) Hotline Officer supports the Accountable and Effective Programming (AEP) team to ensure accountability mechanisms are in place at the country level, and that they are being implemented across all programs to fulfill IMC’s minimum accountability standards, especially regarding community engagement (including information sharing, beneficiaries’ meaningful participation, and feedback and complaints handling). This position also supports the AEP team to ensure protection of mainstreaming mechanisms implemented across all programs, ensuring that IMC programs are safe, effective, and accountable, and that these programs adhere to the four main principles of Protection Mainstreaming in all programs. This role contributes to strengthening community-centered accountability systems as part of the broader AEP approach.

Under the supervision of the Country Monitoring and Evaluation Coordinator, the Officer will be the primary person responsible for managing a confidential, accessible, and responsive toll-free hotline (as part of a joint inter-agency feedback mechanism) that enables communities to provide feedback, ask questions, submit complaints, and report sensitive issues related to organizational programs, including feedback related to services provided by other humanitarian actors operating in the same geographic catchment area. The role ensures timely, safe, and accountable handling of community concerns in line with AAP and safeguarding commitments, data protection protocols, inter-agency referral pathways, and agreed Standard Operating Procedures (SOPs) for joint feedback mechanisms.

To perform this job successfully, an individual must be able to perform each essential function with or without reasonable accommodation.

MAIN TASKS AND RESPONSIBILITIES

Policies, Guidance, and Procedures

• Support the A/E Manager and A/E Officer for reporting on AAP and CHS commitments.

• Contribute to the creation of a positive image and overall credibility of the organization, notably through the application of the Code of Conduct, humanitarian principles and the 9 Core Humanitarian Standard (CHS) commitments. 

• Support contextualization and implementation of SOPs for handling feedback from external organizations, including consent and referral protocols.

Hotline Management and Community Engagement

• Operate the free hotline according to established SOPs.

• Receive and respond to community inquiries and feedback in a respectful and professional manner.

• Help ensure safe access to the hotline for all groups, including crisis-affected populations, in relevant local languages.

• Clearly communicate with callers:

• Purpose and scope of the hotline 

• Confidentiality and data use

• Limitations regarding complaints about other organizations

• Support community sensitization and awareness activities on the use of the joint hotline and available feedback channels.

Feedback and Complaint Handling

• Register all feedback and complaints in the CBFRM system using standardized categories.

• Classify feedback into:

• Requests for information

• Requests for service and program feedback

• Non-sensitive complaints about programs

• Sensitive complaints

• Determine appropriate action pathways, including:

• Internal referrals within IMC

• External referrals to partners

• Inter-agency referrals for complaints related to other humanitarian actors

• Obtain informed consent before sharing information externally, in line with SOPs.

• Share only necessary information in accordance with data protection standards.

• Track referrals and ensure appropriate follow-up within defined timelines.

Safeguarding and Confidentiality

• Uphold confidentiality, neutrality, and do-no-harm principles in all interactions.

• Apply a survivor-centered approach when handling sensitive complaints.

• Escalate safeguarding concerns immediately and in accordance with IMC policies.

• Ensure compliance with data protection requirements, and that no personally identifiable information is shared externally without explicit consent, except where required under safeguarding protocols.

Data Management and Reporting

• Enter data promptly and accurately into the CBFRM central database.

• Maintain complete, accurate, and up-to-date records of all feedback and complaints.

• Conduct routine data quality checks to ensure consistency and completeness.

• Flag recurring inter-agency issues to relevant coordination platforms.

• Prepare regular reports (weekly/monthly) including:

• Feedback trends,

• Referral performance,

• Resolution and response timeliness

• Key risks and recommendations.

Coordination and Capacity Building

• Coordinate with AEP, M/E, program, and protection teams, as well as Safeguarding Focal Points.

• Participate in inter-agency coordination mechanisms related to joint feedback systems.

• Support orientation of staff and partners on hotline use, referral pathways, and basic feedback handling principles (as requested).

Perform other duties as assigned. The duties and responsibilities listed in this document are representative of the nature and level of work assigned and not necessarily all inclusive.