Coordinateur du Mécanisme de Réclamations et de Feedbacks (Coordinateur CFM)

Job Posting Organization:
The Norwegian Refugee Council (NRC) is a global humanitarian organization that assists individuals forced to flee their homes due to conflict, persecution, or natural disasters. Established to provide aid and defend the rights of refugees and internally displaced persons, NRC operates in numerous countries around the world, focusing on delivering high-quality assistance in some of the most challenging environments. The organization emphasizes professional growth, innovation, and a supportive culture, fostering an environment where employees at all levels are entrusted with responsibilities. NRC is committed to diversity, equity, and inclusion, ensuring that all employees contribute to a safe and respectful workplace.

Job Overview:
The position of Coordinateur du Mécanisme de Réclamations et de Feedbacks (Coordinateur CFM) is crucial for the Norwegian Refugee Council's operations in Chad. The primary function of this role is to develop and operationalize a centralized community feedback mechanism (CFM) that aligns with existing programs and enhances accountability towards affected populations. The Coordinator will work closely with NRC's program management to create a culture of engagement and responsibility within the organization and the communities it serves. This role involves integrating the CFM into NRC's broader programming efforts, ensuring that feedback and complaints from the community are effectively managed and utilized to improve services and accountability. The Coordinator will also serve as the focal point for all CFM-related inquiries and will coordinate with various programs and support functions to ensure a cohesive approach to community engagement and feedback management.

Duties and Responsibilities:
The Coordinator CFM will be responsible for several key duties, including: developing a comprehensive CFM strategy for NRC Chad, creating action plans and associated tools for implementation, and disseminating these plans to NRC staff and communities. The Coordinator will maintain an updated mapping of existing mechanisms in the areas where NRC operates, facilitate the collection of community feedback and complaints in a flexible and efficient manner, and ensure timely and effective responses to all complaints received. Additionally, the Coordinator will analyze trends in complaints and feedback, producing regular reports that inform program adjustments and enhance overall accountability. The role also includes training NRC staff on CFM and SIP, ensuring that all personnel are equipped to handle community complaints effectively, and collaborating with HR to establish procedures for sensitive complaints. The Coordinator will be expected to manage confidential complaints appropriately and maintain a high standard of integrity and confidentiality throughout the process.

Required Qualifications:
Candidates for the position should possess a minimum of four years of experience in an international NGO, particularly in developing accountability systems and community feedback mechanisms. A deep understanding of community feedback and complaints mechanisms in humanitarian contexts, especially in refugee situations, is essential. Candidates should demonstrate a strong commitment to accountability, possess excellent analytical and communication skills, and have the ability to inspire and engage others. Proficiency in French is mandatory, while knowledge of Arabic and/or English is highly desirable. Candidates should also have strong organizational skills, the ability to work collaboratively in teams, and experience in training and capacity building.

Educational Background:
A university degree in social sciences or a related field is required for this position. This educational background should provide candidates with the necessary theoretical knowledge and practical skills to effectively manage community feedback mechanisms and engage with affected populations.

Experience:
The position requires at least four years of relevant experience in an international NGO setting, with a focus on developing systems related to accountability and community feedback mechanisms. Candidates should have a proven track record of working in complex humanitarian environments and should be adept at managing sensitive information and complaints.

Languages:
Fluency in French (speaking, reading, writing) is mandatory for this position. Proficiency in Arabic and/or English is considered a strong asset, enhancing the candidate's ability to communicate effectively with diverse stakeholders and communities.

Additional Notes:
This position is based in N'Djamena, Chad, and may involve travel to various field locations. The role is full-time and may require flexibility in working hours to accommodate community engagement activities. NRC emphasizes a zero-tolerance policy towards exploitation, abuse, and harassment, and all employees are expected to uphold these standards in their work.