Complaints and Feedback Mechanism Coordinator

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 purpose of the Complaints and Feedback Mechanism Coordinator (CFMC) is to oversee the design and operationalization of a centralized CFM mechanism within NRC Palestine County Office and to support creating a culture of accountability to affected populations. He/she will act as a focal point for all CFM related issues within the office, and coordinate with programs and support functions to ensure issues are followed up and adequately closed.

The CFMC will ensure that clear, transparent processes and procedures for raising and handling complaints are established, and that complaints are recorded and addressed by relevant parts of NRC Palestine within a reasonable timeframe.

The CFMC will ensure quality in responses through capacity building and support of staff involved in responding to feedback and/or complaints and utilize the information received through the designated channels to produce periodic reports and analysis that can strengthen programming and increase overall organizational accountability to beneficiaries and the wider affected population.

Specific responsibilities 

1. Consult project and program participants to design the most appropriate CFM channels considering preferred channels for vulnerable groups.
2. Coordinate the operationalization of NRC Palestine CFM system and develop upon existing Standard Operating Procedures (SOPs) for CFM within the Country Office,
3. Lead regular reviews of the County Office CFM systems and processes to ensure its relevance, acceptance and fit for purpose. 
4. Lead the CFM monitoring aspect, CFM systems, audit processes and CFM consolidated analysis.
5. Ensure adequate resourcing and budgeting of the CFM unit aligning with NRC budgeting guidelines.
6. Communicate and disseminate NRC CFM standards and guidelines within NRC staff and implementing partners.
7. Coordinate with the consortia leads and secretariat members the development of a joint CFM approach, including the development of joint guidelines, SOPs and tools.
8. Lead the overall supervision and triage all complaints received by NRC, transfer to relevant NRC departments, and ensure that complaints are responded to in a timely manner.
9. Coordinate processing and provision of responses, specifically in relation to confidential complaints mechanisms as per NRC existing guidelines 
10. Conduct trainings and refresher sessions for CFM and program staff to ensure they have the capacity and skills to deal with complaints and/or feedback at the field level.
11. Produce/oversee the production of regular internal (and external) dissemination materials (I.e., leaflets, cards, posters, etc) and reports on complaint trends, response procedures, and relevant issues.
12. Support programme staff in identifying and addressing all complaints and feedback related needs and formalising feedback loops within programmes.
13. Compliance with and adherence to NRC policies, tools, handbooks, guidline and procedures.

جميع الحقوق محفوظة لموقع جوبس.

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 (07) Step (01). Salary & Benefits are based on Jerusalem Duty Station.

Reports to: Head of Programme.

Recruiter: Judeh Hussein

Contract Duration: 12 months renewable 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 Coordinator_final (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.