" Roles and responsibilities

NRC Jordan has put in place a dedicated accountability team as part of the of the Monitoring, Evaluation, Accountability and Learning (MEAL) Unit. The CFM system allows NRC to receive, process and respond to complaints and feedback from participants from locations where NRC has operations in Jordan. This mechanism will play an integral role in improving programming and service delivery, building the communities’ trust and promoting overall accountability towards the effected communities. The CFM TO will play the lead role in the implementation of this system and managing referrals internally and externally. The CFM TO contributes to accountability to affected population, quality programming and organizational learning through the development and operation of NRC’s CFM. The CFM TO ensures smooth functioning of the CFM system by making sure complete implementation of NRC Jordan’s CFM standard operating procedures (SOPs).

Generic Responsibilities

Serve as the point of contact for NRC Jordan’s CFM system. This includes monitoring feedback, and complaints reported by target communities.

Triage all complaints received by NRC, transfer to relevant parts of NRC, and ensure that complaints are properly responded to in a timely manner by the Country Office.

Receive, record, process and respond to individuals’ programmatic feedback and complaints pertaining to NRC in a timely manner in compliance with NRC Jordan’s CFM SOPs.

Lead in data analysis for producing regular internal (and external) reports on CFM complaint trends, response procedures, and relevant issues.

Develop communication materials and actively promote the CFM in the community in coordination with programme teams.

Ensure the communication and dissemination of feedback handling procedures, policies and tools are appropriate to project participants, project staff and other stakeholders drawing on multiple communication channels.

Coordinate and follow-up on the response of confidential complaints.

Actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards & principles within NRC and amongst beneficiaries served by NRC.

Ensure adherence to NRC Jordan’s overarching CFM policies, tools and guidelines – assist with updating these as required.

Compliance and adherence to NRC policies, guidance and procedures.

Specific responsibilities

 Ensure that CFM channels are functioning and accessible by all, particularly, target communities, and communities targeted by NRC partners.

Provide accurate advice to project participant about NRC programs, activities and services as communities request information through NRC hotlines or other formalized complaints and feedback modalities.

Organize periodic community sensitization events on CFM policies, procedures and tools to project participants, and project staff.

Provide induction on NRC accountability standards and the Jordan CFM system to new staff during induction.

Collaborate with the programme team to regularly update the Frequently Asked Questions (FAQs).

Collaborate with MEL team to gather on various aspects of CFM as part outcome measurement exercises. Further, analyze the data and identify the gaps in consultation with programme team.

Regularly assess and adjust the preferred feedback channels among target communities to ensure that NRC CFM channels are relevant and trusted among the community.

Serve as the focal point for all referral cases, both internally and externally. Ensure immediate referral of protection related concerns and sensitive cases according to the NRC CFM workflow.

Contribute to donor reports and proposals, when relevant, on CFM.

Review quality of CFM database periodically by undertaking random checks.

Organize CFM meetings with Core Competency staff and other units.

Any other tasks as delegated by the line manager.

Critical interfaces

Area managers MEAL unit

Project Managers and Coordinators Head of Programme

Support teams, Finance, HR, Admin and Logistics SIP focal points

Generic professional competencies

At least 5 years’ experience in working directly with affected/local communities within an international or local organization in a humanitarian/recovery context.

Good knowledge and understanding of humanitarian standards, and principles of accountability to affected populations

Ability to transfer knowledge to diverse audiences through training, mentoring, and other formal and non-formal methods.

Ability to analyze and integrate information from a wide range of sources.

Analytic and computer skills, including MS Office (Word, Excel, Outlook, PowerPoint, Access)

Context related skills, knowledge and experience

 Knowledge of the context in Jordan, NGO operations and the dynamics of the humanitarian sector is a plus

Prior experience in community engagement and accountability is preferred.

Fluent in Arabic, both written and verbal.

Strong organizational and team working skills.

Good cultural awareness and sensitivity

Highly approachable, trustworthy and confidential

Proven presentation, training and facilitation skills

Strong communication, interpersonal and leadership skills

Behavioral competencies

Planning and delivering results

Working with people

Communication with impact and respect

Build meaningful relations

Act with integrity

“NRC is an equal opportunity employer. All qualified applicants will receive equal consideration without any discrimination. We particularly encourage female candidates to apply. Selection will be based on candidate’s skills and experience required for the role.” "

Norwegian Refugee Council (NRC)

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