I.          Job Summary:   

CARE is one of the world's leading international humanitarian and development organizations, committed to helping people in poor communities improve their lives and alleviate poverty. Founded in 1945, CARE is working across 104 countries to fight global poverty and marginalization. CARE has been active in Bangladesh since 1949 being one of the largest country offices of CARE. CARE works to help people achieve social and economic well-being, while being among the best in their fields. In CARE, put women and girls at the center of our work because we know that we cannot overcome poverty until all people have equal rights and opportunities. CARE Bangladesh is currently shifting towards a program approach, where it has developed longer-term impact visions to have more sustainable changes in the lives of the extreme poor and marginalized.

There is continuous new influx of refugees resulting in increase in population at multiple sites, which is overloading existing WASH facilities due to heavy use. Settlements are expanding quickly, with many more people still searching for space to make temporary shelters. There are acute humanitarian needs in the new settlements especially for emergency/lifesaving WASH support. The shortage of WASH facilities has also raised the risk of AWD outbreak.

CARE Bangladesh is being implemented the ‘Provision of life-saving WASH services to the Rohingyas refugee population in Camp-15,16, Ukhia sub-district, Cox's Bazar district’ with a project funded by UNICEF. The location of the project is Ukhia Upazila under Cox’s Bazar district.

The Field Facilitator Community- Feedback Response Mechanism will support the Project Officers, Technical Manager, and peer colleagues in their efforts to strengthen the quality and accountability to the affected population for the project ‘Provision of Life-saving WASH services in the Camps (15,16)’. They will be the primary points of contact for beneficiaries’ complaints and feedback; record any complaints in the database; liaise with Project Officers, Infrastructure Officers, Peer colleagues and senior management in addressing and resolving complaints; and assist in any other Accountability activities as required. In addition, the FF-CFRM will ensure that mechanisms are in place regarding information sharing, beneficiaries’ participation, complaints, and response mechanism. The position will be supervised by the Technical Manager-Hygiene promotion.

II.         Responsibilities and Tasks:

% of Time

Responsibility # 1: Elaboration of WASH Feedback/complaints data collect and management

    40%

• Receive complaints and feedback via dedicated hotline line and CFRM desks and ensure all information is properly documented.
• Maintain an effective record and filing system for all complaints solved and pending issues including correspondences with subsequent regular updates to the respective supervisors.
• Work with the Project Officer/Infrastructure Officer and Peer colleagues to ensure the most vulnerable groups have equal access to communication channels and feedback mechanisms and participate in decision making processes.
• Ensure that feedback, community perceptions and insights are regularly analyzed.
• Submit internal and accurate reports to the decision makers monthly and whenever required to inform action.
• Ensure that confidentiality of complaint data is respected.
• Respond to beneficiaries’ complaints as per the CFRM.
• Ensure follow up of decision taken.
• Build staff awareness and commitment to complaints mechanism, ensuring that all SOPs are respected.
• Liaise with field team and senior management to ensure that feedback and complaints are addressed and resolved.
• Liaise with camp management and community leaders regarding the response on the complaints received;

Responsibility # 2: Managing/Maintain the hotline service and CFRM Desks

    30%

• Follow up to ensure the hotline subscription is paid on time so that the system is always up and running.
• Maintain the telephone apparatus and make sure the batteries are always fully charged.
• Report any technical problems to her/his supervisor on time and follow up its maintenance.
• Design a strategy and regularly check whether all the target communities have access to the hotline service and CFRMM desks.
• Devising and implementing ways of effectively communicating the Accountability Mechanisms to all project stakeholders

Responsibility # 3: Documentation and reporting

    30%

• Maintain strong partnerships and regular liaison with key stakeholders in relation to other sectors and agencies and government counterparts.
• Provide technical support to the sector and agency CARE WASH sector focal points in works related to data collection, implementation, data processing and analyses.
• Performed other duties as may be assigned.

Responsibility # 4: Adhere to and support CARE Bangladesh’s Safety and Security policy and systems

As part of this role, the job holder will be expected to adhere to and support CARE Bangladesh’s Safety and Security policy and systems as part of their day-to-day duties, and comply, always, to safety & security protocols and directives, including reporting. Staff must maintain situational and self – awareness and be aware of the safety – security related consequences of their actions upon themselves, their team and the organization as a whole.

Responsibility # 5: Safeguarding

CARE is committed to preventing any type of unwanted behavior at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct and expects staff to promote the welfare of children, young people, and adults at all times.  CARE expects all staff and volunteers to share this commitment through our Code of Conduct.  We place a high priority on ensuring that only those who share and demonstrate this commitment are recruited to work with us.

III. Reporting to:  

Technical Manager-Hygiene promotion

IV. Working Conditions:  

The position is based for Camp-15,16 and Adjacent Host Community

V.   Qualifications and Experience:  

• Bachelor of art in public health, social sciences, or related fields.
• Education or equivalent training/experience in related field (such as water and sanitation, public health, hygiene promotion).

Experience & Technical Skills:

• Minimum of three (3) years’ practical work experience working with vulnerable communities in the field of water/sanitation, WASH, hygiene, or public health. 
• Familiarity with key health and hygiene issues and hygiene promotion/education activities in camp and/or non-camp settings.
• Proven experience in community mobilization, training and /or teaching.
• Deep understanding of age, gender, and diversity issues regarding WASH.
• Knowledge of minimum WASH standards (e.g., Sphere).
• Proficiency in using computer software e. g MS office and internet.
• Communication skills in both verbal and written English and Bangla.
• Experience in community mobilization and organizing learning-sharing events involving community, practitioners and researchers, and policymakers.  
• Good communication, report writing, and presentation skill in Bangla and English.
• Good interpersonal and team management skills.
• Computer skills in computer software e. g MS office, internet.
• Gender awareness and a commitment to gender equality.
• Experience in maintaining stakeholder relations with local government, administration, and civil society.
• Motorcycle driving with a permanent and valid driving license is highly preferable.

VI.  Core Competencies:  

• Facilitation skills and knowledge in pro-poor program implementation.
• Leadership and managerial skills to supervise large field force.
• Knowledge of multicultural intervention and ability to deal with GO, NGO, CBO & LEBs.
• Experience in participating Learning Action and Community Led development approach.
• Good understanding about rural community, its dynamics, power structure and development issues.

VII.  Authority

Can implement approved budgeted activities.

VII.  Key relationship

Project Officer, Camp Focal, Technical Manager, Disability Inclusion Officers, Program Support Officer, Data Management Support Officer,  CiC, Site Management, & Development and relevant agencies in the Camps/host community.