Roles and responsibilities

NRC Jordan has put in place a dedicated accountability team as part of the of the Monitoring, Evaluation, Accountability and Learning (MEAL) Unit. The CFM system allows NRC to receive, process and respond to complaints and feedback from participants from locations where NRC has operations in Jordan. This mechanism will play an integral role in improving programming and service delivery, building the communities’ trust and promoting overall accountability towards the effected communities. The CFM TOwill play the lead role in the implementation of this system and managing referralsinternally and externally. The CFM TOcontributesto accountability to affected population,quality programming andorganizational learning through the development and operation of NRC’s CFM. The CFM TO ensures smooth functioning of theCFMsystembymakingsurecompleteimplementationofNRCJordan’sCFMstandardoperatingprocedures (SOPs).

Generic Responsibilities

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

2. 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.

3. Receive,record,processandrespondtoindividuals’programmaticfeedbackandcomplaints pertainingtoNRCinatimelymannerincompliancewithNRCJordan’sCFMSOPs.

4. Leadindataanalysisforproducingregularinternal(and external)reportsonCFMcomplaint trends, response procedures, and relevant issues.

5. DevelopcommunicationmaterialsandactivelypromotetheCFMinthecommunityincoordination with programme teams.

1. Ensurethecommunicationanddisseminationoffeedbackhandlingprocedures,policiesandtools areappropriatetoprojectparticipants, projectstaff andotherstakeholders drawing onmultiple communication channels.

2. Coordinateandfollow-upontheresponseofconfidentialcomplaints.

3. Actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards & principles within NRC and amongst beneficiaries served by NRC.

4. EnsureadherencetoNRCJordan’soverarchingCFMpolicies,toolsandguidelines–assistwith updating these as required.

5. ComplianceandadherencetoNRC policies, guidanceandprocedures.

Specific responsibilities

•  EnsurethatCFMchannels arefunctioningandaccessiblebyall, particularly, targetcommunities, and communities targeted by NRC partners.

• ProvideaccurateadvicetoprojectparticipantaboutNRCprograms,activitiesandservicesas communities request information through NRC hotlines or other formalized complaints and feedback modalities.

• OrganizeperiodiccommunitysensitizationeventsonCFMpolicies,proceduresandtoolstoproject participants, and project staff.

• ProvideinductiononNRCaccountabilitystandardsandtheJordanCFMsystemtonewstaffduring induction.

• CollaboratewiththeprogrammeteamtoregularlyupdatetheFrequentlyAskedQuestions(FAQs).

• CollaboratewithMELteamtogatheronvariousaspectsofCFMaspartoutcomemeasurement exercises.Further,analyzethedataandidentifythegapsinconsultationwithprogrammeteam.

• Regularly assess and adjustthe preferred feedback channels among target communities to ensure thatNRCCFMchannelsarerelevantandtrustedamongthecommunity.

• Serveasthefocalpointforallreferralcases,bothinternallyandexternally.Ensureimmediate referralofprotectionrelatedconcernsandsensitivecasesaccordingtotheNRCCFMworkflow.

• Contributetodonorreportsandproposals,whenrelevant,onCFM.

• ReviewqualityofCFMdatabaseperiodicallybyundertakingrandomchecks.

• OrganizeCFMmeetings withCoreCompetencystaffandotherunits.

• Anyothertasksasdelegatedbythelinemanager.

• Critical interfaces

Areamanagers MEAL unit

Project Managers and Coordinators Head of Programme

Supportteams,Finance,HR,AdminandLogistics SIP focal points

Generic professional competencies

• Atleast5years’experienceinworkingdirectlywithaffected/localcommunitieswithinan international or local organization in a humanitarian/recovery context.

• Good knowledge and understanding of humanitarian standards, and principles of accountability toaffected populations