Complaints and Feedback Mechanism Technical Officer

The Program: 

The Complaints and Feedback Mechanism (CFM) plays a crucial role within the humanitarian sector. This structured system serves as a vital link between the organization and individuals affected by humanitarian efforts. CFM is designed to provide a mechanisms for beneficiaries to voice their concerns, share feedback, and submit complaints through a structured channels that ensure the confidentiality of the information, the transparency, and the accountability.

The Position:

The role of the CFM Technical Officer is to support the development and implementation of a comprehensive CFM plan including filtering CFM messages, storing them in the internal system, and migrating them to Twilio. Additionally, s/he will ensure that complaints are recorded and addressed in a timely manner within the NRC Palestine Country Office. Lastly, the technical officer will provide support for data collection from NRC Palestine's monitoring and post-distribution monitoring activities.

Furthermore, the CFM Technical Officer will utilize the information received to lead the development of periodic reports and analyses. These reports will serve to strengthen programming and increase overall organizational accountability to beneficiaries and the broader affected population.

Main Responsibilities of the Role:

1. Implement the CFM system through the application of the (SOPs), specific guidelines, procedures and tools.
2. Serve as the secondary contact for the unit through filtering the CFM messages, storing them on the internal system and migrating them to Twilio or other related ICT platform.
3. Ensure the feedback and complaints received are handled and closed in a timely and reasonable manner.
4. Ensure all materials pertaining to complaints and external referrals are handled strictly confidential, and in line with NRC protocol.
5. Support the processing of responses in relation to confidential complaints following NRC guidelines.
6. Ensure a Frequently Asked Questions (Q&As) document is regularly updated, based on the 06 inputs from the Core Competencies and support teams.
7. Process, filter, classify and close the received feedback and complaints according to CFM and NRC standards and guidelines. 
8. Generate regular Feedback/Complaint reports showing trends, response procedures, and relevant issues.
9. Setup a CFM dashboard to show the status of the feedbacks/complaints for the Country Office.
10. Ensure key CFM information reaches participants using several methods and to ensure that all participants proper receive their benefits.
11. Coordinate and conduct CFM field and monitoring visits to NRC and implementing partners activities.

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Qualifications and Skills required: 

1. At least 2 years of experience in an international NGO preferably in an emergency or post-conflict setting, beneficiary reception and/or counselling, CFM, or related field.
2. Bachelor's degree in engineering science
3. Ability to present data and convey information clearly and concisely and identifying trends.
4. Demonstrated ability to transfer knowledge to diverse audiences through training, mentoring and other formal and non-formal methods.
5. Fluency in Arabic and English (speaking, reading, writing)

What we Offer? 

You will be working in an international and diverse organization with a dynamic atmosphere. 

You will receive support and opportunities to expand your skills and enhance your expertise. 

You will be working in our Office in Jerusalem, 

This position is Grade (06) Step (01). Salary & Benefits are based on Jerusalem Duty Station.

Reports to: Complaints and Feedback Mechanism Coordinator.

Recruiter: Judeh Hussein

Contract Duration: 12 months based on the need of position, fund and performance.

E-mail: [email protected] 

If you are interested to apply for this position, please check the full Job Description: JD CFM Technical Officer (1).docx

Applications are only accepted if submitted through NRC website.

Applications won't be considered without a Resume and a Cover Letter in English. 

For more information about NRC's work in Palestine, please check: factsheet_palestine_may2023.pdf (nrc.no)

NRC is an equal opportunities employer and aims to have staffing diversity in terms of age, gender, ethnicity, nationality and physical ability.