Complaints and Feedback Mechanism (CFM) Officer - Local Hire

Project HOPE is an international NGO with more than 1,000 engaged employees and volunteers who work around the globe, responding to the world’s most pressing global health challenges. Throughout our 65-year legacy, Project HOPE has treated millions of patients, provided more than $3 billion worth of medicines to local health care organizations around the world helped build hundreds of health programs from the ground up, and responded to humanitarian crises worldwide. Code of Conduct It is our shared responsibility and obligation to treat each other with respect, take affirmative steps to prevent matters involving Sexual Exploitation Abuse and Trafficking in Persons, and to disclose all potential and actual violations of our Code of Conduct, which may include Conflicts of Interest, Fraud, Corruption, Discrimination or Harassment. Together we can reinforce a culture of respect, integrity, accountability, and transparenc y. Program Summary: Project HOPE is providing humanitarian assistance to the conflict-affected population in Gaza. The current response portfolio focuses on Health, Mental Health, Protection, and WASH programming through Project HOPE programs and local partnerships . 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. Utilizing participatory tools such as Focus Group Discussions (FGDs) and Key Informant Interviews (KIIs), the Officer ensures that program design is informed by the diverse voices of the community, specifically accounting for age, gender, and disability. A central pillar of the role is the promotion of safeguarding and Protection from Sexual Exploitation and Abuse (PSEA). The CFM Officer is responsible for establishing and managing confidential, survivor-centered reporting pathways, ensuring that sensitive allegations are handled with the highest level of integrity and referred to the appropriate specialized agencies immediately . By proactively raising community awareness of their rights and the organization's zero-tolerance policy for misconduct, the Officer fosters a culture of safety and ethics. Ultimately, this role ensures that the "feedback loop" is closed, transforming community input into actionable improvements that protect and serve the most vulnerable populations. This position is being advertised contingent upon award; while the recruitment process will proceed as part of organizational preparedness, no formal offer will be extended until funding is confirmed 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: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Physical demands: 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.” Work environment : This position is based in Gaza. Given the current conflict conditions, candidate must be able to work in a rapidly changing environment . Travel for extended periods may be by air and/or other modes of transportation. Project HOPE employ ees may be required to travel or work in countries where working conditions are classified as “hardship.”