CFM Technical Officer

Job Posting Organization:
The Norwegian Refugee Council (NRC) is a humanitarian organization established in 1946, dedicated to helping people affected by displacement. With a mission to protect the rights of displaced individuals and provide them with the necessary support to rebuild their lives, NRC operates in multiple countries around the world, focusing on areas such as education, shelter, and livelihood. The organization employs thousands of staff globally and is committed to accountability, transparency, and community engagement in its operations.

Job Overview:
The CFM Technical Officer (CFM TO) will play a pivotal role in the implementation and management of the Complaints and Feedback Mechanism (CFM) system within NRC Jordan. This position is crucial for ensuring that the organization effectively receives, processes, and responds to complaints and feedback from affected communities. The CFM TO will be responsible for enhancing the quality of programming and service delivery, fostering trust within communities, and promoting accountability. The role involves leading the operationalization of NRC’s CFM standard operating procedures (SOPs) and ensuring that the system functions smoothly. The CFM TO will also engage in data analysis to produce reports on complaint trends and response procedures, thereby contributing to organizational learning and improvement.

Duties and Responsibilities:
The CFM Technical Officer will serve as the primary point of contact for NRC Jordan’s CFM system, monitoring feedback and complaints from target communities. Responsibilities include triaging complaints, ensuring timely responses, and maintaining compliance with NRC Jordan’s CFM SOPs. The CFM TO will lead data analysis efforts to generate regular reports on complaint trends and response effectiveness. Additionally, the officer will develop communication materials to promote the CFM within communities, ensuring that feedback handling procedures are well understood by project participants and stakeholders. The role requires organizing community sensitization events, providing training on accountability standards, and collaborating with various teams to update FAQs and gather data for outcome measurement. The CFM TO will also assess feedback channels' relevance and trustworthiness among communities, serve as the focal point for referral cases, and contribute to donor reports and proposals related to CFM.

Required Qualifications:
Candidates must possess at least 5 years of experience working directly with affected communities in a humanitarian or recovery context. A strong understanding of humanitarian standards and principles of accountability to affected populations is essential. The ability to transfer knowledge through training and mentoring, as well as strong analytical skills, is required. Proficiency in MS Office applications is necessary, along with a good understanding of the context in Jordan and NGO operations. Prior experience in community engagement and accountability is preferred, along with strong organizational and team-working skills.

Educational Background:
A relevant degree in social sciences, humanitarian studies, or a related field is preferred. Candidates should have a solid educational background that supports their understanding of humanitarian principles and community engagement.

Experience:
The position requires a minimum of 5 years of relevant experience in humanitarian settings, particularly in roles that involve direct interaction with affected communities. Experience in implementing accountability mechanisms and understanding the dynamics of the humanitarian sector is highly valued.

Languages:
Fluency in Arabic, both written and verbal, is mandatory. Proficiency in English is also desirable, as it will facilitate communication with international stakeholders and documentation.

Additional Notes:
This position is full-time and based in Amman, Jordan. NRC is committed to equal opportunity employment and encourages applications from qualified individuals regardless of gender, ethnicity, or background. The organization particularly encourages female candidates to apply, and selection will be based on the skills and experience required for the role.