Background
The CFM Officer will support NRC Palestine in strengthening a community-centered and accountable Community Feedback Mechanism (CFM). The role focuses on data and case management; maintaining accurate and up-to-date case records, coordinating classification and referrals, and contributing to the organization and preparation of data for regular reporting. The Officer will also support the team in documenting communications received through NRCโs CFM channels, identifying recurring trends, and contributing to the continuous improvement of feedback management processes.
Generic Responsibilities
Support implementation of the CFM work plan and reporting cycles.Support in maintaining the CFM database and facilitating the CFM feedback loops.Adhere to NRC policies, guidelines, and tools in all CFM activities.Uphold confidentiality and NRCโs data protection protocols.Promote NRCโs values and standards of accountability.Support implementation of Safe and Inclusive Programming (SIP) minimum standards.Specific Responsibilities
Register and classify feedback, complaints, and requests received through CFM channels (e.g., SMS, WhatsApp, email, QR forms, feedback boxes, in-person).Conduct initial classification of feedback, complaints, and requests, and verify categorization in the case log.
Maintain and update the CFM database, ensuring accurate, complete, and consistent records.
Conduct basic data cleaning, deduplication, and systematic validation of CFM entries.
Assist in backlog data entry and verification of older or incomplete cases.
Support traceability and documentation of follow-up actions on cases, and coordinate with programmes teams to ensure closure of feedback loops
Contribute to the development and upkeep of response templates and the FAQ sheet by flagging recurring questions and patterns and coordinating with the programmes team.
Contribute to the preparation of monthly and quarterly factsheets and reports by extracting and organizing relevant data from the CFM database.
Support internal summaries through basic data visualization (e.g., tables, charts).
Identify data inconsistencies or follow-up bottlenecks and propose solutions to improve internal case management workflows.
Maintain linkages between digital intake tools (e.g., QR forms, Microsoft Forms) and internal case logs.
Coordinate with the CFM Coordinator, CFM Technical Assistant and other team members to track case progress, ensure data accuracy, and flag systemic issues or trends.ย
Perform any other related duties as required.ย
Essential:
Minimum 2 years of relevant experience in complaints and feedback mechanisms, accountability, or data-related roles.
Proficiency in Microsoft Excel, including use of templates and basic analysis functions; familiarity with case management or data entry tools.
Experience in case intake, classification, referral, and documentation.
Fluency in Arabic and working proficiency in English (written and spoken).
Demonstrated respect for confidentiality and sensitive information.
Desirable:
Prior experience in feedback or accountability systems (CFM, Protection from Sexual Exploitation and Abuse, hotline, etc.) within a humanitarian setting.Familiarity with digital data collection tools such as Microsoft Forms, Kobo, or QR systems.
Knowledge of safe data handling and digital intake processes.
Exposure to NRC tools like Telerivet, Dynamics, or Power BI (training can be provided).
Experience contributing to accountability reports or trend summaries.
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What we Offer?ย
You will be working in an international and diverse organization with a dynamic atmosphere.ย
You will receive support and opportunities to expand your skills and enhance your expertise.ย
You will be working in our Office in Jerusalem,ย
This position is Grade (05) Step (01). Salary & Benefits are based on Jerusalem Duty Station.
Reports to: Complaints and Feedback Mechanism Coordinator.
Recruiter: Recruitment Team
Contract Duration: Open Ended Contract
E-mail:ย PS.Recruitment@nrc.noย
ย If you are interested to apply for this position, please check the full Job Description:ย CFM Officer - JD CFM Coordinator (2).docx
Applications are only accepted if submitted through NRC website.
Applications won't be considered without a Resume and a Cover Letter in English.ย
For more information about NRC's work in Palestine, please check:ย https://www.nrc.no/globalassets/pdf/fact-sheets/2024/factsheet-palestine-nrc_202405.pdf
NRC is an equal opportunities employer and aims to have staffing diversity in terms of age, gender, ethnicity, nationality and physical ability.
The Norwegian Refugee Council (NRC) is a global humanitarian organisation helping people forced to flee.ย Join us in assisting millions of people in areas where others cannot, tackling some of the world's most dangerous and difficult crises. Bring your skills and dedication to an organisation recognised for providing high quality aid and for defending the rights of refugees and internally displaced people.ย At NRC, we give responsibility to employees at all levels and foster professional growth and innovative teams. You can expect a supportive culture and an open dialogue with management. We are committed to diversity, equity and inclusion.ย Together, we save lives and rebuild futures. Safeguarding is central to NRCโs work. We expect all employees to:ย โข treat everyone with respect and dignityย โข contribute to building a safe environment for allย โข never engage in any form of exploitation, harassment and specifically sexual exploitation, abuse and sexual harassment (SEAH)ย โข always report. NRC has a zero-tolerance approach to inaction against exploitation, abuse and SEAH