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Human Relief Foundation

Complaint Response Officer (Accountability, Safeguarding & PSEA)

Application Deadline: May 30, 2026
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Summary
Published: May 25, 2026 Vacancy: Not Specified Gender: No Preference
Age: Not Specified Career Level: Experienced Professional Experience: 5 Year
Salary: Negotiable Location: Anywhere in Bangladesh
Requirements

Education


  • Bachelor/Honors
  • Masters

Experience


  • 5 Year

Additional Requirements

  • Minimum 5–7 years of experience in one or more of the following areas:
    • Accountability
    • Safeguarding
    • Protection
    • MEAL (Monitoring, Evaluation, Accountability & Learning)
    • GBV (Gender-Based Violence)
    • Child Protection
  • Proven experience working with Complaint and Feedback Mechanisms (CFM) in humanitarian or development settings.
  • Experience in confidential case handling, reporting, and sensitive information management.
  • Prior experience working in Rohingya response areas or highly vulnerable districts in Bangladesh is highly preferred.
  • Experience in UN/NGO/donor-funded projects will be considered an advantage.

Skills & Competencies

  • Strong knowledge of safeguarding, PSEA, and accountability systems.
  • Ability to handle sensitive information with high levels of confidentiality and integrity.
  • Strong communication, facilitation, and coordination skills.
  • Ability to conduct data analysis and prepare reports.
  • Understanding of child protection and GBV referral pathways and systems.
  • Strong ethical judgment and community engagement skills.
  • Ability to work effectively in complex and challenging field environments.

Language Requirements

  • Fluency in both Bangla and English is required.
  • Knowledge of Chittagonian or Rohingya dialect will be considered an advantage.

Skills



Responsibilities & Context

Human Relief Foundation (HRF), Bangladesh is preparing for an anticipated donor-funded Child Protection Project focused on strengthening Community-Based Child Protection Committees (CBCPCs) across Rohingya camps and selected high-risk districts in Bangladesh. The project aims to reinforce Government-led child protection systems through community coordination, safeguarding compliance, referral mechanisms, monitoring, documentation, and accountability systems.

The position of Complaint Response Officer will be based at the District Office and will report to the Team Leader, with technical coordination support from Child Protection, GBV, MEAL/MIS, field coordination, and safeguarding/PSEA focal teams.

Position Purpose

The Complaint Response Officer will establish and manage a safe, confidential, and accessible Complaint and Feedback Mechanism (CFM) for communities and stakeholders. The role ensures that complaints and feedback are properly received, recorded, categorized, tracked, and safely referred—especially sensitive cases such as SEA/SH, child protection concerns, and misconduct—while maintaining strict confidentiality and data protection standards. The role is not investigative unless formally authorized under safeguarding protocols.

Key Responsibilities

The officer will establish and maintain multiple complaint channels such as hotlines, complaint boxes, focal points, and field reporting systems, ensuring accessibility for children, women, persons with disabilities, and marginalized groups. They will develop and manage complaint registration, tracking, referral, and closure systems in line with organizational and donor safeguarding standards.

A key responsibility includes safeguarding and PSEA compliance, ensuring immediate referral of sensitive cases through appropriate channels while maintaining a survivor-centered approach that protects dignity, confidentiality, and safety. The officer will also support staff in safely receiving disclosures and ensure mandatory escalation procedures are followed.

The role includes community accountability by orienting CBCPC members, volunteers, and communities on complaint mechanisms, developing communication materials on rights and reporting channels, and promoting safe participation and feedback usage for project improvement.

In addition, the officer will manage complaint data securely, ensuring anonymization, controlled access, and coordination with MEAL and MIS teams for reporting and analysis. Regular complaint trend reports will be prepared to support decision-making and accountability.

The position also involves coordination with MEAL/MIS and field teams to integrate feedback into project monitoring systems, support adaptive programming, and ensure effective response to community concerns. The officer will conduct training for staff and community focal points on complaint handling, safeguarding, and confidentiality, and develop SOPs, referral pathways, and guidance tools.

Field monitoring will be conducted to assess effectiveness of the complaint system, identify barriers to reporting, and address risks such as retaliation or confidentiality breaches. The role also includes preparation of monthly reports, donor reporting inputs, and corrective action tracking to ensure continuous improvement and accountability.

 
 


Compensation & Other Benefits
  • Salary Review: Half Yearly
  • Lunch Facilities: Partially subsidize
  • Festival Bonus: 1

Other Benefits


Other benefits will be provided according to company policy.

Work Place

Work from Office

Employment Status

Type: Full Time/Permanent

Job Location

Anywhere in Bangladesh

Read Before Apply

Interested and motivated candidates are requested to submit a Cover Letter and an updated CV by 30 May 2026 to the following email address:

📧 bangladesh@hrf.co.uk

Applicants must mention the position name in the subject line of the email (e.g., “Complaint Response Officer”).

Important Notes

  • Incomplete applications or submissions without the required documents will not be considered.
  • Only short-listed candidates will be contacted via email or phone.
  • Human Relief Foundation is an equal opportunity employer.

Apply Now
Company Information
Company Name: Human Relief Foundation

Address: House-#54 Darus Salam Rd, Dhaka 1216


Business Type : NGO/Development

Website Link : www.hrf.org.uk
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