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Myanmar: CRM Coordinator

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Myanmar: CRM Coordinator

Deadline for application: 
10 May 2019
Danish Refugee Council

Organization: Danish Refugee Council

Country: Myanmar

Closing date: 10 May 2019

CRM Coordinator

Who are we?

The Danish Refugee Council / Danish Demining Group (DRC/DDG) assists refugees and internally displaced persons across the globe: we provide emergency aid, fight for their rights, and strengthen their opportunity for a brighter future. We work in conflict-affected areas, along the displacement routes, and in the countries where refugees settle. In cooperation with local communities, we strive for responsible and sustainable solutions. We work toward successful integration and – whenever possible – for the fulfilment of the wish to return home.

In Myanmar, DRC has been present since 2009, and since June 2012 broadened its presence via the Danish Demining Group (DDG) - DRC’s division for Mine Action.

DRC/DDG is currently engaged in responses in Rakhine, Kachin, Kayah and Northern Shan states. Our response targets displaced and displacement affected communities and other vulnerable communities in some of the most deprived areas of Myanmar. Key activities include protection (including Child Protection, GBV and Protection Monitoring), CCCM, WASH, Livelihoods, shelter and humanitarian mine action.

DRC/DDG Myanmar currently employs over 400 staff and operates from six operational offices. Our main office is in Yangon; our main donors in Myanmar include ECHO, OFDA, UNICEF, UNHCR, DANIDA, SDC, DFAT-AUSAID, LIFT-UNOPS, OFDA, HARP-DFID, EC, UNFPA, GIZ, MHF-OCHA and private donors.

About the job

The growing complexity of the DRC/DDG operating environment in Myanmar makes Programme Quality based on feedback from community increasingly important. There is need to ensure that communities receiving assistance from DRC/DDG Myanmar have access to a formalized procedure and mechanism that provides a safe, accessible and effective channel to obtain information about the organization and its programmes, offer feedback and complaints, and to be provided with response or redress.

Reporting to the Country Director, the overall objective of the CRM Coordinator will be to ensure that DRC/DDG has a common approach to receiving and managing feedback and complaints. This will be through establishing a feedback complaints and response mechanism (F-CRM) and operationalizing it across the implementation areas. He/she will be the primary point of contact for beneficiaries’ complaints and feedback; record any complaints in the database; liaise with field staff and senior management in addressing and resolving complaints; and assist in any other Accountability activities as required.

Specific duties and responsibilities

The duties include, but are not limited to the following:

Feedback Complaint Response Mechanism (F-CRM):

· Development and management of Complaint Response Mechanism (CRM) at DRC/DDG Country Office and at state level including its roll out.

· Ensuring the F-CRM is advertised clearly through various channels as stipulated in the F-CRM policy framework.

· Receiving complaints and feedback referred from field staff and ensuring proper documentation;

· Sending cases to relevant focal points (according to CRM flow chart) to be addressed accordingly

· Handling immediate response cases, by referring the case based on the developed SOPs and referral pathways.

· Registrar for Code of Conduct (CoC) related cases:. recording cases in the CoC Response Mechanism (CoCRM) and inform the CoC focal person for follow up

· Following up with relevant focal points to ensure cases are addressed according to the set timelines

· Reporting back to communities (through CRM focal person at state level) with outcome of their feedback or grievance and actions taken.

Capacity Building

· Technical support to the CRM focal person at national and state levels

· Technical support in developing the rollout of CRM in communities, including awareness materials

· Where suitable, providing technical support to implementing partners on implementation of CRM including reviewing of all existing CRM used by partners

· Training CRM focal persons on the established F-CRM system including the entry points, registration of complains/feedback as well as community engagement

· Coordinating provision of general training on importance and purpose of F-CRM to all staff and incentive workers

· Supporting in recruitment and capacity building of CRM staff

Monitoring and reporting

· Ensuring complaints are correctly and timely logged into the CRM database and beneficiaries are communicated to in a dignified manner regarding their complaints/feedback

· Ensuring verification of complaints registered and ensuring the timely resolution of the complaints and completion of CRM database.

· Conducting regular spot-checks in the field to ensure F-CRM information shared with communities is understood, relevant and useful.

· Supporting MEAL focal points in conducting assessments that include levels of satisfaction of the community with the effectiveness of the F-CRM

· With support from MEAL team, providing CRM Report on a monthly basis to Country Director for dissemination to SMT

Knowledge management and learning

· Ensuring lessons learned are captured and shared with colleagues and utilised to inform future improvement of the F-CRM.

· Developing necessary guidleines or manuals that ensure proper capacity building in CRM including its effectiveness and reach.

External Relations:

· Ensuring proper engagement with beneficiaries to ensure they are listened to and engaged with in the programme.

About you

In this position, you are expected to demonstrate DRC/DDG’ five core competencies:

Striving for excellence: You focus on reaching results while ensuring an efficient process.

Collaborating: You involve relevant parties and encourage feedback.

Taking the lead: You take ownership and initiative while aiming for innovation.

Communicating: You listen and speak effectively and honestly.

Demonstrating integrity: You act in line with our vision and values.


· Bachelor Degree in social sciences, humanitarian and/or development studies, or other fields related to this position;

· Masters, Diplomas or Certification in statistics, M&E, or fields related to the position an added value.

Essential skills and experience

· At least 3 to 5 years of experience with developing CRM/accountability frameworks.

· At least 1-2 years of experience working with remotely managed programming in Myanmar context (desirable)

· Background in social sciences, international development or other relevant field.

· Experience of, and commitment to, working through systems of community participation and accountability

· A strong understanding of the Myanmar context (desirable)

· Ability to analyse information, evaluate options and to think and plan strategically

· Fluency in written and spoken English

· Good understanding of the DRC/DDG mandate and protection focus and an ability to ensure this continues to underpin our support

Preferred Experience

· Working knowledge of other languages spoken in DRC/DDG intervention areas

Competency profile

· Ability to work closely with a diverse team of individuals in a highly intense and fluid work environment

· Capacity to spark innovative approaches and to inspire groups to collaborate closely to implement high-quality programmes

· Politically and culturally sensitive with qualities of patience, tact and diplomacy

· Ability to manage ambiguity, frustration and stress in self and others

· Confident and decisive leadership

· Desire and ability to learn and grow, both personally and professionally.

· Demonstrated attention to detail, ability to follow procedures, meet deadlines and work independently and cooperatively with team members is required

· Demonstrated experience and ability to professionally and appropriately represent the organization and negotiate and defend DRC/DDG’s interests with a diverse range of government officials, local organizations and other groups

We offer

DRC/DDG will offer the successful applicant a 12 month contract, renewable dependent on both funding and performance.

This position is open for Myanmar Nationals only

How to apply:

Application process

Interested? Then apply for this position by clicking on the apply button here.

All applicants must send a cover letter and an updated CV (no longer than four pages). Both must be in the same language as this vacancy note. CV only applications will not be considered.

If you have questions or are facing problems with the online application process, please contact job@drc.dk

Applications close May 10, 2019.

Useful information


To contact us, you can send an email to info@alliancecpha.org.