Community Feedback Mechanism (CFM) Officer – Amman – Jordan

General Description of the Programme:

GOAL has been working in Syria since 2013, responding to the acute needs of conflict-affected communities. GOAL is working in Idleb Governate, both through direct implementation and through partners, delivering food, non-food programming to highly vulnerable populations, and provision of Water, Sanitation and Hygiene (WASH) through support to Water units, as well as emergency support to recently displaced households.

GOAL has been working in North Aleppo Governate since 2019, through direct implementation and through partners, delivering food, non-food programming to highly vulnerable populations, as well as emergency support for recently displaced household.

Job Purpose:

Working within the Accountability Department of GOAL Syria, the main function of the Community Feedback Mechanism (CFM) Officer, is to collect and respond to beneficiary feedback to improve GOAL’s accountability to community, the participatory nature of its programming, and to ensure that stakeholders feel heard. It helps to promote culture of accountability and ethics, an understanding of the necessity of accountability to affected population, processes and policies throughout GOAL and the implications of unaccountability.

The Community Feedback Mechanism Officer will refer all communications received on a daily basis from communities and programme stakeholders, to be addressed and followed properly. The CFM officer will work closely with Senior Accountability Officer to respond and coordinate findings to broaden organizational knowledge on community needs and project impact.

Duties, objectives and competencies

Complaints Feedback Mechanism (CFM)

• Receive, analyze and segregate all communications received through the accountability channels established in Amman for serious complaints, which includes:
  • Receiving CFM WhatsApp and Telegram messages
  • Calls on the CFM Hotline
  • Responding to CFM Email
• Respond and refer all communications received at the CFM channels to the key focal person at each entity (investigations, programmes or systems)
• Work closely with the Senior Accountability Officer to define and organize information received.
• Follow up on action points with appropriate departments, entities/sectors and respond to raised issues as needed.
• Work with the Senior Accountability Officer to see that the CFM and the Whistleblowing procedures for serious cases are adapted to the context, to ensure its access and availability to staff and project participants.
• Follow-up on pending complaints with relevant parties, to ensure the communicator receive a response to their communication.
• Social Media (Facebook, Telegram, Instagram) scanning activities for GOAL Syria’s complaints response and wrongdoing awareness activities.

Referral and sharing allegations

• Work closely with the investigation department, to share allegations received at the CFM channels related to Serious Complaints, including data entry and updates.
• Ensure that recommendations/actions are well recorded and communicated with Senior Accountability Officer to inform programming and address issues on time.

Reporting and report writing

• Report daily CFM activities to Senior Accountability Officer, flag any pending issues or problems faced while acting upon the CFM channels.
• Ensure proper recording and filing of accountability data such as serious complaints, follow ups/referrals, and management of data such as schedules, outcomes, database and other documents.
• Compile and submit timely reports on a weekly, monthly or quarterly basis to Senior Accountability officer when requested.
• Work with the Senior Accountability officer to tailor complaints and feedback report templates according to the donor requirement, based on the provided specifications.
• Draft monthly and quarterly reports for management and donors on areas of Community Feedback Mechanism (CFM) as requested.
• Draft quarterly reports for GOAL HQ on performance of Community Feedback Mechanism (CFM).

Carry out additional responsibilities as assigned by the Senior Accountability Officer.

Requirements (essential)

• Degree level qualification in – Social studies, Humanities, Human Rights, business administration or other relevant fields.
• Two years of experience working with humanitarian organisations.
• Minimum of one year’s work experience in handling feedback and complaints systems, or customer relations that include acting upon a feedback and complaints system.
• Experience in report writing.
• Ability to handle sensitive information shared by beneficiaries or staff.
• Ability to handle remote communications professionally and courteously.
• Demonstrated experience with data analysis and presentation tools/programmes (Microsoft office: Teams, PowerBi, Word, Powerpoint, Excel, and Outlook).
• Demonstrated experience with social media platforms (Facebook, WhatsApp, Telegram, Twitter etc.)
• Excellent communication and interpersonal skills.
• Eagerness to learn, patience, and good listening skills.
• Fluency in written/spoken Arabic and English.

Requirements (desired)

• Experience in liaising with different internal departments.
• Good understanding of Child Protection and Gender issues – advantage if in the Syrian context.
• Commitment to beneficiary accountability, humanitarian ethics, child protection and gender.
• Very good understanding of accountability standards, principles and mechanisms.
• Ability to handle pressure and working on different tasks simultaneously.
• Previous experience working in the INGO or humanitarian sector and understanding of the context of Syria.

This Job Description only serves as a guide for the position available. GOAL reserves the right to change this document.

General terms and conditions

Safeguarding

Children and vulnerable adults a must be safeguarded to the maximum possible extent from deliberate or inadvertent actions and failings that place them at risk of abuse, sexual exploitation, injury and any other harm. One of the ways that GOAL shows this on-going commitment to safeguarding is to include rigorous background and reference checks in the selection process for all candidates.

Accountability within GOAL

Alongside our safeguarding policy, GOAL is an equal opportunities employer and has a set of integrity policies. Any candidate offered a job with GOAL will be expected to adhere to the following key areas of accountability:

• Comply with GOAL’s policies and procedures with respect to safeguarding, Code of Conduct, health and safety, data protection and confidentiality, do no harm principles and unacceptable behavior protocols.
• Report any concerns about the welfare of a child or vulnerable adult or any wrongdoings within our programming area.
• Report any concerns about inappropriate behavior of a GOAL staff or partner.

This Job Description only serves as a guide for the position available. GOAL reserves the right to change this document. Any published closing dates are estimated. Due to the nature of GOAL’s work we aim to fill vacancies as quickly as possible. This means that we will close adverts as soon as we have found the right candidate, and this may be before the published closing date. We would therefore advise interested applicants to submit an application as early as possible.

Thank you