Complaints and Feedback Mechanism Officer

Role and responsibilities

The purpose of the CFM Officer position is to support NRC’s Community Feedback Mechanism (CFM) in Palestine. This includes overseeing the proper documentation, reporting, filtering, and storage of CFM messages in the internal system, as well as the follow-up of complaints and feedback received to ensure that the CFM system is accessible and responsive. The officer will also support the implementation of the CFM work plan, conduct regular field visits, and compile data to improve program accountability.

S/he will provide support for data collection from NRC Palestine's monitoring and post-distribution monitoring activities.

Specific responsibilities 

• Case Documentation and Data Management: Accurately document complaints and feedback, ensuring timely classification and filtering of cases in alignment with NRC standards and CFM SOPs.
• Operational Support for CFM: Assist in the effective implementation of the CFM system, including data entry, tracking feedback status, and ensuring responses are completed.
• Accurately document and log all complaints and feedback into NRC’s CFM system according to NRC standards and CFM SOPs, ensuring confidentiality and timely follow-up.
• Support field visits to engage communities, monitor the functionality of CFM channels, and assess awareness levels.
• Compile, analyse, and categorize complaints and feedback by region, project, and demographic to generate insights that strengthen program accountability.
• Contribute to reporting efforts by preparing monthly, quarterly, and annual reports with trend analysis and insights on response effectiveness.
• Support field visits to operational areas to monitor and verify the accessibility and functionality of CFM channels.