Overview
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, coordinating classification and referrals, and contributing to reporting.
Key Responsibilities
- Register and classify feedback, complaints, and requests received through CFM channels.
- Conduct initial classification 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.
- Contribute to the development and upkeep of response templates and the FAQ sheet.
- Contribute to the preparation of monthly and quarterly factsheets and reports.
- Support internal summaries through basic data visualization.
- Identify data inconsistencies or follow-up bottlenecks and propose solutions.
- Maintain linkages between digital intake tools and internal case logs.
- Coordinate with team members to track case progress, ensure data accuracy, and flag systemic issues or trends.
Required Experience
- 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.
- Prior experience in feedback or accountability systems within a humanitarian setting (desirable).
- Familiarity with digital data collection tools such as Microsoft Forms, Kobo, or QR systems (desirable).
- Knowledge of safe data handling and digital intake processes (desirable).
- Exposure to NRC tools like Telerivet, Dynamics, or Power BI (desirable).
- Experience contributing to accountability reports or trend summaries (desirable).
Qualifications
• Four Years College
