CFM Technical Officer

Valoris Offshore

Generic Responsibilities

• Serve as the point of contact for NRC Jordan s CFM system. This includes monitoring feedback, and complaints reported by target communities.

• Triage all complaints received by NRC, transfer to relevant parts of NRC, and ensure that complaints are properly responded to in a timely manner by the Country Office.

• Receive, record, process and respond to individuals programmatic feedback and complaints pertaining to NRC in a timely manner in compliance with NRC Jordan s CFM SOPs.

• Lead in data analysis for producing regular internal (and external) reports on CFM complaint trends, response procedures, and relevant issues.

• Develop communication materials and actively promote the CFM in the community in coordination with programme teams.

• Ensure the communication and dissemination of feedback handling procedures, policies and tools are appropriate to project participants, project staff and other stakeholders drawing on multiple communication channels.

• Coordinate and follow-up on the response of confidential complaints.

• Ensure adherence to NRC Jordan s overarching CFM policies, tools and guidelines assist with updating these as required.

• Compliance and adherence to NRC policies, guidance and procedures.

Specific responsibilities

• Ensure that CFM channels are functioning and accessible by all, particularly, target communities, and communities targeted by NRC partners.

• Provide accurate advice to project participant about NRC programs, activities and services as communities request information through NRC hotlines or other formalized complaints and feedback modalities.

• Organize periodic community sensitization events on CFM policies, procedures and tools to project participants, and project staff.

• Provide induction on NRC accountability standards and the Jordan CFM system to new staff during induction.

• Collaborate with the programme team to regularly update the Frequently Asked Questions (FAQs).

• Collaborate with MEL team to gather on various aspects of CFM as part outcome measurement exercises. Further, analyze the data and identify the gaps in consultation with programme team.

• Regularly assess and adjust the preferred feedback channels among target communities to ensure that NRC CFM channels are relevant and trusted among the community.

• Serve as the focal point for all referral cases, both internally and externally. Ensure immediate referral of protection related concerns and sensitive cases according to the NRC CFM workflow.

• Contribute to donor reports and proposals, when relevant, on CFM.

• Review quality of CFM database periodically by undertaking random checks.

• Organize CFM meetings with Core Competency staff and other units.

• Any other tasks as delegated by the line manager.

• Critical interfaces

Areas managers MEAL unit

Project Managers and Coordinators Head of Programme

Support teams, Finance, HR, Admin and Logistics SIP focal points