The purpose of the Complaints and Feedback Mechanism Coordinator (CFMC) is to oversee the design and operationalization of a centralized CFM mechanism within NRC Sudan County Office and to support creating a culture of accountability to affected populations. He/she will act as a focal point for all CFM related issues within the office, and coordinate with programs and support functions to ensure issues are followed up and adequately closed.
The CFMC will ensure that clear, transparent processes and procedures for raising and handling complaints are established, and that complaints are recorded and addressed by relevant parts of NRC Sudan within a reasonable timeframe.
The CFMC will ensure quality in responses through capacity building and support of staff involved in responding to feedback and/or complaints and utilize the information received through the designated channels to produce periodic reports and analysis that can strengthen programming and increase overall organizational accountability to beneficiaries and the wider affected population.
Generic responsibilities
- Compliance with and adherence to NRC policies, tools, handbooks, guidelines and procedures
- Stay informed of NRC global development in CFM, being part of the global working group and ensuring new handbooks, policies, procedures, etc. are rolled out in the Country Office.
- Coordinate monthly CFM dashboards in collaboration with DCH team.
- Lead the development and submission of donor CFM reports, and data analysis as required.
- Enhance and sustain child-friendly CFM in NRC-managed schools and learning facilities.
- Overall management of CFM direct reports, provide systematic training and build capacity of programme, MEL and DCH staff and transfer key skills.
- Disseminate information on NRC CFM accountability systems to participants, host communities, and partners through relevant CFM channels.
- Ensure that key learnings are extracted from the CFM implementation and timely transmitted to the CC programs staff for further development and analysis programmatically.
- Liaison and collaborate with relevant local and national authorities, stakeholders and donors and represent NRC in relevant forums/cluster/working groups/inter-agency accountability for a including the Country Management Group (CMG) as designated.
- Actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards and principles within NRC and amongst participants.
- Contribute to implementation of Safe and Inclusive Programming Minimum Standards across your area of work.
- Contribute to CFM component in project proposals and reporting.
Specific responsibilities
- Consult project and program participants such as vulnerable groups, populations living in H2R areas, illiterate individuals, children and youth, impaired participants and/or with limited or non-access to virtual means, to design the most appropriate CFM channels considering preferred channels for vulnerable groups.
- Coordinate the operationalization of NRC Sudan CFM system and develop upon existing Standard Operating Procedures (SOPs) for CFM within the Country Office.
- Lead regular reviews of the County Office CFM systems and processes to ensure its relevance, acceptance and fit for purpose.
- Lead the CFM monitoring aspect, CFM systems, audit processes and CFM consolidated analysis received from NRC implementing partners, including consortia members.
- Manage and improve NRC Sudan Online Case Management System.
- Communicate and disseminate NRC CFM standards and guidelines within NRC staff, implementing partners and emergency rooms.
- Coordinate with the Accountability towards Affected Population (AAP) lead and members on the development of a joint CFM approach, including the development of joint guidelines, SOPs and tools.
- Lead the overall supervision and triage all complaints received by NRC DCH and MEL teams, transfer to relevant NRC departments, and ensure that complaints are responded to in a timely manner.
- Coordinate processing and provision of responses, specifically in relation to confidential complaints and sensitive cases as per NRC existing guidelines.
- Conduct trainings and refresher sessions for CFM and program staff to ensure they are sensitized to the importance of CFM and have the capacity and skills to deal with complaints and/or feedback at the field level
- Produce/oversee the production of regular internal (and external) dissemination materials (I.e., leaflets, cards, posters, etc) and reports on complaint trends, response procedures, and relevant issues.
- Support programme staff in identifying and addressing all complaints and feedback related needs and formalising feedback loops within programmes.
- Develop and maintain external referral procedures and referral pathways with other agencies.
Professional competencies
These are skills, knowledge and experience that are important for effective performance.
Generic professional competencies:
- At least 3 years of experience in an international NGO preferably in an emergency or post-conflict setting, beneficiary reception and/or counselling, CFM, or related field.
- Bachelor's degree in social sciences or any other relevant field.
- Experience in handling sensitive feedback
- Ability to present data and convey information clearly and concisely and identifying trends
- Experience in facilitating the capacity building efforts of diverse colleagues, including local partner agencies.
- Demonstrated ability to transfer knowledge to diverse audiences through training, mentoring and other formal and non-formal methods.
- Fluency in English (speaking, reading, writing)
- Fluency in Arabic (speaking, reading, writing)
- Computer and ICT skills, including MS Office (Word, Excel), Microsoft PowerBI, Kobo Toolbox, Freshdesk and related programs
Context/ specific skills, knowledge and experience:
- Strong analytical and communications skills.
- Ability to receive and handle confidential and sensitive information (highly approachable, trustworthy and confidential).
- Strong management skills (ability to demand results and be empathetic, non-defensive but decisive, firm and resilient).
- Experience and ability to train others and transfer knowledge.
- Knowledge of the context in Sudan.
- Familiarity with NRC’s Core Competencies programming is an asset.
Behavioral competencies
These personal qualities influence how successful people are in their job. NRC’s Competency Framework states 12 behavioural competencies and the following are essential for this position:
- Working with people
- Communicate with impact and respect
- Analyzing
- Planning and delivering results
- Patient, flexible and creative
- Initiating action and change
“Refer to the NRC Leadership profile, the type of behaviour we expect from our leaders”
- Build meaningful relations
- Act with integrity
- Empower people
- Deliver results The Norwegian Refugee Council (NRC) is an independent humanitarian organisation helping people forced to flee. We work in crises across more than 31 countries, providing emergencies and long-term assistance to millions of people every year. We stand up for people forced to flee, advocating their rights. NORCAP, our global provider of expertise, helps improve international and local ability to prevent, prepare for, respond to and recover from crises. NRC also runs the Internal Displacement Monitoring Centre in Geneva, a global leader in reporting on and advocating for people displaced within their own country. Employment with NRC may lead to employment in or deployment to Regions, Countries, Areas or Offices that may be host to considerable health, safety and security risks. NRC takes this very seriously and we have procedures in place to reduce known risks, but will never be able to take away all risks. NRC is an equal opportunities employer and aims to have staffing diversity in terms of age, gender, ethnicity, nationality and physical ability.