Complaints and Feedback Mechanism Specialist Adviser

Contract

This is a Professional contract, Grade 9 (NRC) contract. More about Professional contract, Grade 9 (NRC) contracts.

This is an exciting opportunity to provide global technical expertise in the review, strengthening, and implementation of the Complaints and Feedback Mechanism (CFM) model, as a pillar for the broader Community Engagement & Accountability (CEA) framework.

What we are looking for

The Norwegian Refugee Council (NRC) is seeking a highly qualified Complaints and Feedback Mechanism Specialist Adviser with relevant Project Manager/Adviser experience within the area of Community Engagement and/or Accountability (including community participation, Complaints and Feedback Mechanisms, Accountability to Affected Populations).

What you will do

Some of your specific responsibilities include:

• Revise the NRC CFM Handbook and develop further guidance and capacity-building material to facilitate the handbook implementation (including JD revision, budget instruction, etc.).
• Provide stand-by support (helpdesk) for all the queries related to CFM from region, country, and area offices, including frequent visits, with a particular focus on participatory CFM design and the closing-the-loop component.
• Provide in-person coaching, training, and guidance to programme teams to reach NRC SIP standards in relation to CFM and use CFM data within PCM.
• Under the lead of the Global Project Manager, Community Engagement and Accountability, contribute to the development of the CEA framework and approach, with a particular focus on the CFM pillar and the NRC CFM policy.
• Under the lead of the Global Project Manager, Community Engagement and Accountability, and based on needs contribute to the development of CEA training material, with a particular focus on the CFM component.
• Support the Global Project Manager, Community Engagement, and Accountability to manage the internal CEA community of practice for the exchange of experiences and technical discussions for NRC staff across regions and countries, with a specific focus on CFM.
• Analyse and monitor CFM activities as included in Country Office Action Plans on Safe and Inclusive Programming.
• Coordinate the translation of CFM handbook and CFM policy in French and Spanish, and in Arabic if budget is available.
• Other tasks identified by the Global Project Manager, Community Engagement and Accountability.

Please download the detailed job description to learn more about the position.

What you will bring

• Minimum 5 years of relevant Project Manager/Adviser experience within the area of Community Engagement and/or Accountability (including community participation, Complaints and Feedback Mechanisms, Accountability to Affected Populations). Knowledge of working with NRC’s programmes and systems is an advantage.
• Skills related to and/or experience from driving organisational change processes.
• Ability to provide leadership that creates engagement, buy-in and focus on finding solutions.
• Ability to carry out consultations across complex international organisations, and develop strategy/plans that encompasses programme development, advocacy, communication, structural changes and fundraising.
• Ability to fundraise and develop proposals in support of global change processes.
• Knowledge of the humanitarian system and experience engaging with key humanitarian stakeholders.
• Able to represent organisation at a strategic level and contribute to global policy development with key donors and stakeholders.
• Fluency in English, both written and verbal. French, Arabic and/or Spanish is an asset.

What we offer

• Duty station: Oslo or any other representational offices.
• Contract: national contract, permanent.
• Salary/benefits: grade 9 on NRC’s regional salary scale, with accompanying terms and conditions.
• NRC is an equal opportunities employer. We are committed to diversity without distinction to age, gender, religion, ethnicity, nationality, and physical ability.
• We think outside the box, encourage ideas, and give responsibility to all employees at all levels. You will have many opportunities to be heard and take the initiative.

Find out more about the benefits of working for NRC

Important information about the application process

• Internal candidates only: please click on the suitcase icon labelled “I am an employee” to be redirected to NRC’s internal careers site.
• When creating your profile, include your full name as given on your passport. Complete all the system-required fields for experience, employment history, and education.
• Submit your application and CV in English, taking care to attach your latest CV.
• Applications that do not meet the minimum standards in terms of experience or qualifications will generally not be considered. Unsolicited applications not related to this specific job advertisement will not be considered.
• Only shortlisted candidates will be contacted. We receive many applicants for each vacant position.
• If you have any questions about this role, please email ho.recruitment@nrc.no with the job title as the subject line.

Why NRC?

The Norwegian Refugee Council (NRC) is an independent humanitarian organisation helping people forced to flee. Our 15,000 staff work in crises across 40 countries, providing life-saving and long-term assistance to millions of people every year.

Watch this short video to see NRC in action.

Learn more about NRC