Job ID
47219
Job Title
Complaints and Feedback Mechanism (CFM) Officer
To work for
The Stabilization Support Unit (SSU)
Country
Syria
City
Aleppo
Field of Work
Public Relations - Quality Control - Social Services
Job Type
Full time
Military service
Not Specified
Minimum Education Level
Bachelor/ License Degree
Responsibilities
General Role
The CFM Officer is responsible for managing reporting channels for complaints related to misconduct, abuse, or exploitation within humanitarian programs. The role ensures that beneficiaries can safely and confidentially report concerns or complaints.
Work Locations: Azaz – Safira – Manbij – Aleppo
Duties and Responsibilities
- Manage complaint reporting channels (hotline, email, and other available channels).
- Receive complaints related to exploitation, abuse, or misconduct.
- Record complaints in a secure and confidential manner.
- Follow up on complaints with relevant departments within the organization.
- Ensure that complainants are informed of the process when it is safe to do so.
- Provide information about available support services for affected individuals.
- Ensure the safety and protection of individuals submitting complaints.
- Contribute to complaint analysis to improve service quality and accountability.
The CFM Officer is responsible for managing reporting channels for complaints related to misconduct, abuse, or exploitation within humanitarian programs. The role ensures that beneficiaries can safely and confidentially report concerns or complaints.
Work Locations: Azaz – Safira – Manbij – Aleppo
Duties and Responsibilities
- Manage complaint reporting channels (hotline, email, and other available channels).
- Receive complaints related to exploitation, abuse, or misconduct.
- Record complaints in a secure and confidential manner.
- Follow up on complaints with relevant departments within the organization.
- Ensure that complainants are informed of the process when it is safe to do so.
- Provide information about available support services for affected individuals.
- Ensure the safety and protection of individuals submitting complaints.
- Contribute to complaint analysis to improve service quality and accountability.
Qualifications
Required Qualifications
- Bachelor’s degree in a relevant field such as Social Sciences, Humanitarian Studies, Psychology, or a related discipline (Master’s degree is an asset).
- Minimum of 2–3 years of professional experience in humanitarian work, protection, or a related field.
- Fluency in English (spoken and written); additional languages are an asset.
- Proficiency in computer applications, particularly Microsoft Office (Word, Excel, PowerPoint).
- Experience in complaint management or community accountability mechanisms.
- Strong communication and active listening skills.
- Ability to handle sensitive information with strict confidentiality.
- Knowledge of humanitarian principles and protection standards.
- Bachelor’s degree in a relevant field such as Social Sciences, Humanitarian Studies, Psychology, or a related discipline (Master’s degree is an asset).
- Minimum of 2–3 years of professional experience in humanitarian work, protection, or a related field.
- Fluency in English (spoken and written); additional languages are an asset.
- Proficiency in computer applications, particularly Microsoft Office (Word, Excel, PowerPoint).
- Experience in complaint management or community accountability mechanisms.
- Strong communication and active listening skills.
- Ability to handle sensitive information with strict confidentiality.
- Knowledge of humanitarian principles and protection standards.
Salary and Benefits
TBA (to be announced later)
About us
The Stabilization Support Unit (SSU) is a Syrian non-governmental and non-profit organization established in 2016 with the aim of promoting stability and peacebuilding in Syria. The organization implements integrated programs in the areas of governance, economic empowerment, social cohesion, and civic engagement, with a particular focus on the inclusion of women, youth, and marginalized groups.
Operating through its offices in Gaziantep, Aleppo, Damascus, and Azaz, SSU adopts an institutional approach grounded in transparency and accountability, and has built strategic partnerships with international organizations and donors from Europe, the Gulf, and the United States.
SSU envisions a democratic Syria founded on peace, justice, and equal opportunity. Its mission is to empower Syrians to lead the stabilization and recovery process through impactful, community-responsive interventions that foster sustainable development.
Its areas of work include promoting good governance, supporting livelihoods, peacebuilding, women and youth empowerment, independent media support, and strengthening the capacities of civil society actors.
Operating through its offices in Gaziantep, Aleppo, Damascus, and Azaz, SSU adopts an institutional approach grounded in transparency and accountability, and has built strategic partnerships with international organizations and donors from Europe, the Gulf, and the United States.
SSU envisions a democratic Syria founded on peace, justice, and equal opportunity. Its mission is to empower Syrians to lead the stabilization and recovery process through impactful, community-responsive interventions that foster sustainable development.
Its areas of work include promoting good governance, supporting livelihoods, peacebuilding, women and youth empowerment, independent media support, and strengthening the capacities of civil society actors.
Required employees number
1
Posted On
Mar 07, 2026
Expiry Date
Apr 06, 2026
Photo
Required
