CFCM Officer

Start Date :
March 23, 2023
End Date :
March 30, 2023
This job expired.

Support to Life: Internationally renowned humanitarian aid organization founded with the principal objective of ensuring access to basic rights and needs for individuals and communities affected by natural or human-made disasters. Founded in 2005 by 5 women academics and humanitarian aid workers, STL carries out activities in Emergency Response and Preparedness, Refugee Support, Child Protection and Capacity Building in Civil Society, to improve the living conditions of people affected by natural or human-made disasters in Turkey.

STL supports access to basic rights and essential needs; aims to eliminate the risks for children living under dire conditions giving priority to seasonal agricultural workers; provides immediate aid services at times of disasters. Besides, STL works towards a civil society well-prepared to disasters.

STL works with the support of a headquarter based in Kadıköy/Istanbul and with field offices located in 12 provinces in Turkey (Adana, Adıyaman, Ankara, Batman, Diyarbakır, Hatay, İstanbul, İzmir, Kahramanmaraş, Mardin, Mersin, Şanlıurfa) as well as mobile teams.

STL gives utmost importance to upholding the humanitarian principles —neutrality, independence, humanity, impartiality and accountability— in the projects it develops and implements with a team of around 350 professionals and the support of international and local donors. You may visit  or check our social media accounts to learn more about our work.

Support to Life is looking CFCM Officer (remote working).


Main Duties and Responsibilities:

Community Feedback and Complaint Mechanism

  • Answering the Community Feedback and Complaint hotline and infoline to register the Emergency area calls to database,
  • Reviewing feedback and complaint mechanism email and voice messages.
  • Acknowledging reception to community members (beneficiaries) and explaining the complaints handling process and time-frames to the complainant.
  • Recording the feedback and complaints in database (in-take and follow-up)
  • Distinguishing sensitive/non-sensitive feedback and complaints
  • Directly answering simple non-sensitive requests or complaints
  • Referring to the relevant emergency project teams for more complex non-sensitive requests or complaints
  • Referring sensitive complaints to the Ethics Committee
  • Receiving Community feedback and complaints from other sources (referred by any member of staff, or by MEAL officers, Children focal points, Staff Psychologist, Human resources, Communication department…)
  • Reporting to the M&E and Reporting Expert about problems encountered
  • Supporting the M&E and Reporting Expert in writing a reports and other ad hoc activities.
  • Ensuring the quality of the complaint mechanism (confidentiality, impartiality, timeliness, accountability) and suggesting ways for improvement.
  • Stays in collaboration with the Emergency field MEAL Officer and other field managers to handle the situation in quality approach.

MEAL Data collection

  • Conducting specific MEAL data collection (post-assistance surveys) on the phone or in the field with community members.
  • Conducting random project evaluation surveys with a sample of community members.
  • Facilitate the KAP Surveys under the supervision of M&E and Reporting Expert and MEAL Manager.
  • Be familiar to infoline and call centre working methodologies.
  • Arabic, Turkish and preferably English speaking skills.
  • Experience on MS Office programs, sharepoints, onedrive or similar remote working programs.
  • Openness to survey and search studies that will be carried out in the scope of the emergency programs.
  • Good understanding of engagement with the humanitarian context and the key principles of accountability, impartiality, neutrality, independence and cooperation.
  • Excellent analytical/problem-solving skills and detail orientation with adaptable communication skills.


STL is an equal opportunities employer. STL is committed to provide and maintain a comprehensive child safeguarding and gender based equality perspective in all its operational and administrative processes.

Please be advised that only shortlisted applicants will be contacted.


“Under the Security of Personel Information Law that is published on The Official Gazette of Republic of Turkey on 07.04.2016, no 29677;

By applying for this advertisement, you agree that your resume and any personal information in it may be shared with Hayata Destek Derneği”


“07.04.2016 tarih, 29677 sayılı Resmi Gazete’de yayımlanan 6698 Sayılı Kişisel Verilerin Korunması Kanunu kapsamında, bu ilana yapacağınız başvuru ile özgeçmişiniz içerisindeki tüm kişisel bilgilerinizin Hayata Destek Derneği ile paylaşılmasını ve bu bilgilerin saklanmasını kabul etmiş bulunmaktasınız.”
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