CFM Officer

Job Posting Organization:
The Norwegian Refugee Council (NRC) is a global humanitarian organization established to assist people who are forced to flee their homes due to conflict and crises. NRC operates in multiple countries around the world, providing essential support and services to refugees and internally displaced persons. The organization is committed to defending the rights of these vulnerable populations and delivering high-quality aid. NRC emphasizes diversity, equity, and inclusion within its workforce, aiming to create a supportive and respectful environment for all employees. The organization has a strong focus on safeguarding and expects all staff to uphold the highest standards of integrity and respect in their interactions with beneficiaries and colleagues.

Job Overview:
The CFM Officer position at NRC Palestine is designed to enhance the organization's Community Feedback Mechanism (CFM), which is crucial for ensuring accountability and responsiveness to community needs. The role involves managing data and case records, ensuring that feedback, complaints, and requests from the community are accurately recorded and classified. The CFM Officer will play a vital role in maintaining the CFM database, conducting data cleaning, and validating entries to ensure the integrity of the information collected. Additionally, the officer will assist in documenting communications received through various CFM channels, identifying trends, and contributing to the continuous improvement of feedback management processes. This position requires a proactive approach to data management and a commitment to enhancing the overall effectiveness of the CFM.

Duties and Responsibilities:
The CFM Officer will be responsible for a range of duties including: registering and classifying feedback, complaints, and requests received through various CFM channels such as SMS, WhatsApp, email, and in-person submissions. The officer will conduct initial classifications of these inputs and verify their categorization in the case log. Maintaining and updating the CFM database is essential, ensuring that records are accurate, complete, and consistent. The officer will also conduct basic data cleaning, deduplication, and systematic validation of CFM entries. Assisting with backlog data entry and verification of older or incomplete cases is part of the role. The CFM Officer will support traceability and documentation of follow-up actions on cases, coordinating with program teams to ensure feedback loops are closed. Additionally, the officer will contribute to the development of response templates and FAQ sheets by identifying recurring questions and patterns. Preparing monthly and quarterly factsheets and reports by extracting relevant data from the CFM database is also a key responsibility. The officer will support internal summaries through basic data visualization and identify data inconsistencies or bottlenecks, proposing solutions to improve internal case management workflows. Maintaining linkages between digital intake tools and internal case logs is crucial, as is coordinating with other team members to track case progress and ensure data accuracy.

Required Qualifications:
Candidates for the CFM Officer position must 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 perform basic analysis functions. Familiarity with case management or data entry tools is also required. Experience in case intake, classification, referral, and documentation is necessary. Candidates must demonstrate respect for confidentiality and sensitive information. Additionally, fluency in Arabic and working proficiency in English (both written and spoken) are mandatory. Desirable qualifications include prior experience in feedback or accountability systems within a humanitarian context, familiarity with digital data collection tools, and knowledge of safe data handling processes.

Educational Background:
The educational background required for the CFM Officer position includes a relevant degree in social sciences, data management, or a related field. Candidates with equivalent practical experience in relevant roles may also be considered. A strong understanding of humanitarian principles and practices is beneficial for this position.

Experience:
The position requires candidates to have at least 2 years of relevant experience in roles related to complaints and feedback mechanisms, accountability, or data management. This experience should ideally be within a humanitarian or development context, demonstrating the ability to manage sensitive information and work effectively in challenging environments.

Languages:
Fluency in Arabic is mandatory for this position, along with a working proficiency in English, both written and spoken. This bilingual requirement is essential for effective communication with community members and for reporting purposes.

Additional Notes:
The CFM Officer position is based in Gaza and is classified as Grade (05) Step (01). The contract duration is for 12 months, renewable based on the needs of the position, funding availability, and performance. The salary and benefits are aligned with the Gaza Duty Station standards. The position is full-time, and applications are only accepted through the NRC website. Candidates must submit a resume and a cover letter in English to be considered for the role. NRC is committed to equal opportunities and aims to have a diverse workforce.