What are the responsibilities and job description for the Complaints and Feedback Mechanism Officer - Jerusalem position at Norwegian Refugee Council?
Job Description
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.
Responsibilities
Specific responsibilities
Context/specific skills, knowledge and experience:
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 (05) Step (01). Salary & Benefits are based on Jerusalem Duty Station.
Reports to: Complaints and Feedback Mechanism Coordinator.
Number of positions: 2 positions.
Recruiter: NRC Recruitment Team
Contract Duration: 12 months renewable, based on the need of position, fund and performance.
E-mail: PS.Recruitment@nrc.no
If you are interested to apply for this position, please check the full Job Description: CFM OFFICER JD 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: https://www.nrc.no/globalassets/pdf/fact-sheets/2024/factsheet-palestine-nrc_202405.pdf
NRC is an equal opportunities employer and aims to have staffing diversity in terms of age, gender, ethnicity, nationality and physical ability.
About Us
The Norwegian Refugee Council (NRC) is a global humanitarian organisation helping people forced to flee.
Join us in assisting millions of people in areas where others cannot, tackling some of the world's most dangerous and difficult crises. Bring your skills and dedication to an organisation recognised for providing high quality aid and for defending the rights of refugees and internally displaced people.
At NRC, we give responsibility to employees at all levels and foster professional growth and innovative teams. You can expect a supportive culture and an open dialogue with management. We are committed to diversity, equity and inclusion.
Together, we save lives and rebuild futures.
Safeguarding is central to NRC’s work. We expect all employees to:
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.
Responsibilities
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.
Context/specific skills, knowledge and experience:
- At least 2 years of experience in an international NGO, ideally in roles directly supporting CFM operations, case handling, or participant engagement.
- Experience in CFM systems, especially Twilio, and computer skills, including MS Office (Word, Excel), PowerBI, Salesforce, and statistical tools.
- Strong analytical and communications skills
- Ability to receive and handle confidential and sensitive information (highly approachable, trustworthy and confidential)
- Information management or data entry experience.
- Average technical ICT knowledge skills, particularly MS Office applications: MS word, MS Excel
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 (05) Step (01). Salary & Benefits are based on Jerusalem Duty Station.
Reports to: Complaints and Feedback Mechanism Coordinator.
Number of positions: 2 positions.
Recruiter: NRC Recruitment Team
Contract Duration: 12 months renewable, based on the need of position, fund and performance.
E-mail: PS.Recruitment@nrc.no
If you are interested to apply for this position, please check the full Job Description: CFM OFFICER JD 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: https://www.nrc.no/globalassets/pdf/fact-sheets/2024/factsheet-palestine-nrc_202405.pdf
NRC is an equal opportunities employer and aims to have staffing diversity in terms of age, gender, ethnicity, nationality and physical ability.
About Us
The Norwegian Refugee Council (NRC) is a global humanitarian organisation helping people forced to flee.
Join us in assisting millions of people in areas where others cannot, tackling some of the world's most dangerous and difficult crises. Bring your skills and dedication to an organisation recognised for providing high quality aid and for defending the rights of refugees and internally displaced people.
At NRC, we give responsibility to employees at all levels and foster professional growth and innovative teams. You can expect a supportive culture and an open dialogue with management. We are committed to diversity, equity and inclusion.
Together, we save lives and rebuild futures.
Safeguarding is central to NRC’s work. We expect all employees to:
- treat everyone with respect and dignity
- contribute to building a safe environment for all
- never engage in any form of exploitation, harassment and specifically sexual exploitation, abuse and sexual harassment (SEAH)
- always report. NRC has a zero-tolerance approach to inaction against exploitation, abuse and SEAH
