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 TO will play the lead role in the implementation of this system and managing referrals internally and externally. The CFM TO contributes to accountability to affected population, quality programming and organizational learning through the development and operation of NRC’s CFM. The CFM TO ensures smooth functioning of the CFM system by making sure complete implementation of NRC Jordan’s CFM standard operating procedures (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, process and respond to individuals’ programmatic feedback and complaints pertaining to NRC in a timely manner in compliance with NRC Jordan’s CFM SOPs.

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

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

   1. 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.

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

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

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

   5. Compliance and adherence