Assistant CFM

Job Posting Organization:
The Norwegian Refugee Council (NRC) is a humanitarian organization that provides assistance, protection, and durable solutions to refugees and internally displaced persons. Established in 1946, NRC operates in multiple countries around the world, focusing on areas affected by conflict and disaster. The organization is committed to upholding the rights of displaced individuals and ensuring their access to essential services. With a workforce of thousands of employees, NRC is dedicated to improving the lives of those in need through various programs and initiatives.

Job Overview:
The Assistant CFM (Community Feedback Mechanism) will play a crucial role in supporting the implementation of activities within the CFM department according to the established work plan. This position requires the individual to execute assigned tasks under supervision while adhering to NRC's policies, procedures, and quality standards. The Assistant will progressively develop technical skills related to accountability and feedback management, contributing to the overall improvement of community feedback mechanisms. The role involves responding to incoming calls on the NRC hotline, documenting feedback, complaints, and information requests, and ensuring confidentiality of all received information. The Assistant will also participate in community engagement activities and contribute to the development of reports related to accountability.

Duties and Responsibilities:
The Assistant CFM will be responsible for the following duties:

• Responding to incoming calls on the NRC hotline in accordance with established protocols.
• Recording and documenting feedback, complaints, and information requests in the designated database.
• Following up on feedback and contributing to appropriate responses as per NRC procedures.
• Supporting the recording of feedback received through other channels such as community meetings and suggestion boxes.
• Ensuring total confidentiality of any information received, including outside of working hours.
• Identifying and immediately reporting any sensitive complaints (PSEA, protection, fraud, abuse) in accordance with internal procedures.
• Participating in community engagement activities and meetings related to accountability, and contributing to the development of reports.
• Assisting CFM officers and assistants in data entry and verification.
• Performing any other relevant tasks assigned by the hierarchical supervisor.

Required Qualifications:
The position requires the following qualifications:

• A minimum of a BAC+2 diploma in psychology, sociology, communication, project management, or a related field.
• Proficiency in computer tools, particularly Excel and data entry.
• Fluency in French and at least one relevant national language for NRC's intervention areas (such as Mooré, Fulfuldé, or Gourmantché).
• Basic knowledge of humanitarian principles and accountability.
• Experience in internships, volunteering, or work (1 to 2 years) with a humanitarian NGO or in community relations is an asset.

Educational Background:
Candidates must possess a minimum educational background of a BAC+2 diploma in fields such as psychology, sociology, communication, project management, or a related area. This educational foundation is essential for understanding the complexities of community engagement and feedback mechanisms in humanitarian contexts.

Experience:
The ideal candidate should have 1 to 2 years of experience, which can include internships, volunteer work, or employment with a humanitarian NGO or in community relations. This experience is crucial for developing the necessary skills and understanding of the challenges faced in humanitarian settings.

Languages:
Fluency in French is mandatory, along with proficiency in at least one relevant national language such as Mooré, Fulfuldé, or Gourmantché. These language skills are essential for effective communication with the communities served by NRC.

Additional Notes:
The position may involve working in a multicultural team and requires a high level of discretion and respect for confidentiality. The role demands good listening, analytical, and empathetic skills, as well as patience and stress management abilities. Organizational skills and the ability to adapt to diverse sociocultural contexts are also important. The position is likely to be full-time, but specific details regarding contract duration, seniority level, and compensation are not provided in the job ad.