Complaints and Feedback Mechanism (CFM) Officer - Local Hire

Position Summary

The Community Feedback Mechanism (CFM) Officer is a critical role dedicated to strengthening Accountability to Affected Populations (AAP) and ensuring that aid remains transparent, responsive, and safe. This position leads community engagement and participation by facilitating inclusive two-way communication channels and conducting rigorous needs assessment data collection.

Principal Responsibilities

• Feedback and Complaint Mechanism Management

• Establish, maintain, and monitor multiple community feedback channels (hotlines, suggestion boxes, helpdesks, community focal points).
• Ensure feedback mechanisms are accessible, inclusive, culturally appropriate, and safe for all population groups, including women, children, persons with disabilities, and marginalized groups.
• Receive, log, categorize, and track feedback and complaints in secure and confidential systems.
• Ensure timely acknowledgment, referral, and resolution of complaints in accordance with standard operating procedures.
• Handle sensitive complaints, including safeguarding and PSEA-related concerns, following strict confidentiality and referral protocols.

• Accountability to Affected Populations (AAP)

• Design and manage multiple, inclusive feedback channels (hotlines, suggestion boxes, help desks) tailored to local contexts.
• Lead community outreach sessions to inform people of their rights, available services, and how to provide feedback or complaints safely.
• Facilitate community engagement sessions to gather feedback on program relevance, quality, and accessibility.
• Support participatory approaches that strengthen community voice and inclusion across all sectors.
• Facilitate participatory assessments using Focus Group Discussions (FGDs) and Key Informant Interviews (KIIs) to capture diverse community needs.
• Ensure that community feedback is systematically analyzed and integrated into program adjustments and decision-making.
• Ensure the "feedback loop" is closed by providing timely, transparent responses to community members regarding the actions taken on their input.

• Compliance and Safeguarding

• Ensure all feedback mechanisms comply with Project HOPE policies, donor requirements, and international standards on accountability and safeguarding.
• Liaise with safeguarding focal points and senior management on sensitive or high-risk cases.
• Ensure confidentiality, data protection, and ethical handling of all information.
• Promote the Code of Conduct and zero-tolerance policies through regular awareness-raising activities with staff and community members.
• Monitor program activities to ensure they adhere to international humanitarian standards (e.g., Core Humanitarian Standard).

• Data Management, Analysis, and Reporting

• Maintain accurate and secure databases for tracking feedback and complaints.
• Analyze trends and recurring issues to identify programmatic gaps and risks.
• Prepare regular reports highlighting feedback trends, response timelines, and key recommendations.
• Collaborate with MEAL teams to integrate feedback data into monitoring and learning systems.

• Coordination and Capacity Building

• Coordinate with program, MEAL, Protection, and field teams to ensure effective complaint referral pathways.
• Train staff and partners on accountability principles, feedback handling, safeguarding, and community engagement.
• Support development and revision of CFM SOPs, tools, and guidance materials.
• Participate in AAP and relevant cluster coordination meetings where applicable.
• Coordinate with technical leads (Protection, WASH, Health, etc.) to ensure that sector-specific feedback is addressed by the relevant experts.
• Advocate for community-driven changes during internal coordination meetings to ensure project pivots reflect actual beneficiary needs.

Minimum Qualifications

• Bachelor’s degree in Social Sciences, Public Health, Development Studies, or a related field.
• Minimum 3 years of experience in accountability, MEAL, protection, or community engagement roles in humanitarian settings.
• Demonstrated experience managing feedback or complaint mechanisms.
• Strong understanding of Accountability to Affected Populations (AAP) and safeguarding principles.
• Experience handling sensitive and confidential information.
• Strong analytical, documentation, and reporting skills.
• Ability to work in high-pressure, conflict-affected, and resource-constrained environments.
• Strong interpersonal and communication skills.
• Fluency in Arabic; working knowledge of English preferred.
• Demonstrated commitment to humanitarian principles and safeguarding standards.

Preferred Qualifications

• Experience working in Gaza or similar high-intensity humanitarian contexts.
• Familiarity with PSEA reporting mechanisms and safeguarding case handling.
• Experience with digital feedback management systems or databases.
• Previous experience with INGOs and donor compliance frameworks.

Physical Demands And Work Environment

• While performing the duties of this job, the employee must be mobile in an office environment and able to use standard office equipment.
• Must be able to communicate in verbal and written form and must be able to travel.
• Project HOPE employees may be required to travel or work in countries where working conditions are classified as “hardship.”