Experience

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  Dansk flygtningehjælp

  Aug 2018 - Dec 2022

  In my capacity as the lead overseeing the development and implementation of a Complaint Feedback Mechanism(CFM) Officer, my core goal was to optimize the resolution of beneficiary inquiries and grievances. Through effective collaboration with individual units, I established referral processes that significantly reduced response time by an impressive 20% that enhancing beneficiary satisfaction.A critical aspect of my responsibilities was maintenance of grievance databases with data protection. Utilizing hotline coding systems for systematic call recording, I generated detailed reports for management, providing valuable insights into patterns and trends for informed decision-making. Adhering strictly to confidentiality protocols was paramount in creating a secure environment for handling sensitive information, establishing trust with beneficiaries, affected communities, and internal stakeholders.Coordinating with relevant projects, I played a key role in producing monthly and Annual Response Reports, fostering collaboration and alignment with organizational goals. Actively participating in supervision and debriefing sessions allowed me to provide valuable insights, ensuring our systems remained adaptable and effective in addressing evolving challenges. Monitoring and following up on beneficiaries' cases with supervisors timely and effectively, and in cases of delayed resolution, I implemented communication strategies to transparently notify complainants, contributing to a positive and constructive relationship with beneficiaries and strengthening the organization's credibility in addressing grievances.Demonstrated excellence in the role of PSEA and COC reporting focal point, ensuring adherence to SOP, improved trust and compliance within the organization. Successfully supervised and enhanced Women Empowerment activities, and strengthened staff capabilities through targeted orientation, training facilitation specially on CFP(common feedback platform). Show less Played a pivotal role in supporting the development and implementation of the Complaint Feedback Mechanism (CFM), contributing to its effectiveness.Assisted in enhancing referral processes with individual units, contributing to a more streamlined communication channel and improved efficiency in responding to beneficiary inquiries.Collected accurate data about calls and callers, ensuring a comprehensive understanding of beneficiary concerns. Supported the compilation of written grievances into the database, contributing to data accuracy.Supported the maintenance and update of the beneficiary feedback system database using hotline coding systems. This facilitated the production of accurate and detailed reports for management.Assisted in coordinating with concerned projects to contribute to the production of monthly reports and Annual Response Reports, ensuring accurate and timely information dissemination.Actively attended regular supervision and debriefing sessions, providing valuable input and gaining insights into the operational aspects of the Complaint Feedback and Response Mechanism.Collaborated with the team to follow up on beneficiaries' cases, supporting the supervisor in ensuring timely and effective actions. Assisted in communication strategies for transparent notifications to complainants in case of delays. Show less

  • Complaint feedback mechanism (CFM) Officer

    Sept 2020 - Dec 2022

  • Complaint feedback mechanism(CFM) Assistant

    Aug 2018 - Aug 2020