CFM Officer

Job Posting Organization:
The Norwegian Refugee Council (NRC) is a global humanitarian organization that assists people forced to flee their homes due to conflict, persecution, or disaster. Established in 1946, NRC has been at the forefront of providing aid and support to millions of displaced individuals and families. The organization operates in over 30 countries worldwide, employing thousands of staff members who are dedicated to delivering high-quality assistance and advocating for the rights of refugees and internally displaced persons. NRC's mission is to help people rebuild their lives and regain their dignity, focusing on areas such as education, shelter, security" style="border-bottom: 1px dotted #007bff !important;">security" style="border-bottom: 1px dotted #007bff !important;">food security, and protection. The organization is committed to diversity, equity, and inclusion, ensuring that its workforce reflects the communities it serves. With a strong emphasis on safeguarding and accountability, NRC aims to create a safe environment for all its beneficiaries and staff, promoting respect and dignity in all interactions.

Job Overview:
The CFM Officer position is crucial for supporting NRC Palestine in enhancing a community-centered and accountable Community Feedback Mechanism (CFM). This role is primarily focused on data and case management, which includes maintaining accurate and up-to-date case records, coordinating classification and referrals, and preparing data for regular reporting. The Officer will play a key role in documenting communications received through NRC’s CFM channels, identifying recurring trends, and contributing to the continuous improvement of feedback management processes. The position requires a proactive approach to implementing the CFM work plan and ensuring adherence to NRC policies and guidelines. The CFM Officer will also be responsible for promoting NRC’s values and standards of accountability while supporting the implementation of Safe and Inclusive Programming (SIP) minimum standards. This role is essential for ensuring that feedback from the community is effectively managed and utilized to improve NRC's programs and services.

Duties and Responsibilities:
The CFM Officer will have a comprehensive set of duties and responsibilities, including but not limited to: registering and classifying feedback, complaints, and requests received through various CFM channels such as SMS, WhatsApp, email, QR forms, feedback boxes, and in-person interactions. The Officer will conduct initial classification of feedback and verify categorization in the case log. Maintaining and updating the CFM database is a critical responsibility, ensuring that records are accurate, complete, and consistent. The Officer will also conduct basic data cleaning, deduplication, and systematic validation of CFM entries. Assisting in backlog data entry and verification of older or incomplete cases is essential, as is supporting traceability and documentation of follow-up actions on cases. The CFM Officer will coordinate with program teams to ensure closure of feedback loops and contribute to the development and upkeep of response templates and FAQ sheets by identifying recurring questions and patterns. Additionally, the Officer will prepare monthly and quarterly factsheets and reports by extracting and organizing relevant data from the CFM database, support internal summaries through basic data visualization, and identify data inconsistencies or follow-up bottlenecks while proposing solutions to improve internal case management workflows. The role also involves maintaining linkages between digital intake tools and internal case logs, and coordinating with the CFM Coordinator, CFM Technical Assistant, and other team members to track case progress, ensure data accuracy, and flag systemic issues or trends. The CFM Officer may also be required to perform any other related duties as necessary.

Required Qualifications:
The ideal candidate for the CFM Officer position should possess a minimum of 2 years of relevant experience in complaints and feedback mechanisms, accountability, or data-related roles. Proficiency in Microsoft Excel is essential, including the ability to use templates and basic analysis functions. Familiarity with case management or data entry tools is also required. The candidate should have experience in case intake, classification, referral, and documentation. Fluency in Arabic and working proficiency in English (both written and spoken) are mandatory. The candidate must demonstrate respect for confidentiality and sensitive information. Desirable qualifications include prior experience in feedback or accountability systems within a humanitarian setting, familiarity with digital data collection tools such as Microsoft Forms, Kobo, or QR systems, and knowledge of safe data handling and digital intake processes. Exposure to NRC tools like Telerivet, Dynamics, or Power BI is a plus, and experience contributing to accountability reports or trend summaries will be advantageous.

Educational Background:
Candidates applying for the CFM Officer position should have a relevant educational background that supports their ability to perform the duties required. While specific educational qualifications are not explicitly stated in the job description, a degree in social sciences, data management, information technology, or a related field would be beneficial. Educational qualifications should align with the responsibilities of managing data and feedback mechanisms effectively.

Experience:
The position requires a minimum of 2 years of relevant experience in roles related to complaints and feedback mechanisms, accountability, or data management. This experience should demonstrate the candidate's ability to handle data-related tasks, manage case intake and classification, and work within a humanitarian context. Candidates with experience in similar roles will be better equipped to understand the complexities of feedback management and the importance of maintaining confidentiality and data protection protocols.

Languages:
Fluency in Arabic is mandatory for the CFM Officer position, as the role involves direct communication with the community and stakeholders in Palestine. Additionally, working proficiency in English (both written and spoken) is required to ensure effective communication within the organization and with international partners. Knowledge of other languages spoken in the region may be considered an asset but is not explicitly required.

Additional Notes:
The CFM Officer position is based in Jerusalem and is classified as Grade (05) Step (01). The salary and benefits are determined based on the Jerusalem Duty Station. The contract duration is open-ended, indicating a long-term commitment to the role. The position is full-time, and the recruitment process is open to both national and international candidates. Interested applicants must submit their applications through the NRC website, including a resume and a cover letter in English. NRC is committed to diversity and equal opportunities in its hiring practices, aiming to create a diverse workforce that reflects the communities it serves.