مطلوب مسؤول التغذية الراجعة والمساءلة

الوصف الوظيفي:
CARE Palestine (West Bank/Gaza) is looking for a committed professional to the values of Transformation, Integrity, Diversity, Equality, and Excellence for a 6 months contract with possibility of extension, to fill the following vacancy:

Feedback and Accountability Officer
CARE Palestine with support of local partners, is providing humanitarian assistance to vulnerable populations affected by the conflict in Gaza. CARE Palestine’s programmes target conflict affected populations living in collective shelters in Gaza strip. The core sectors of CARE’s work include the restoration of Water, Sanitation and Hygiene (WASH) services, shelter, protection, Sexual Reproductive and Maternal Health (SRMH) services that combines rehabilitation and equipping of Primary Health Care Facilities, family planning support, capacity building of health staff and health outreach activities. CARE programmes mainstream protection and gender in all diversities, with a focus on specific needs of women and girls, recognizing that they are disproportionately affected by disasters.

Start Date: As soon as possible

Position Location:West Bank, Ramallah.

Length of Contract: 6 months with possibility of extension depending on availability of funds, performance of the individual. The position will be full-time.

CARE is seeking The Feedback and Accountability Officer, based in Ramallah, it will supports CARE Palestine’s feedback and complaints mechanism across West Bank and Gaza programming. The role serves as a focal point for receiving feedback through WhatsApp, telephone, complaint boxes, email, field staff, and other approved channels; recording, categorizing, referring, following up, and closing cases in line with CARE procedures; and analysing trends to improve programme quality and accountability to affected populations.

This positions will uphold CARE’s Core Values namely, Transformation, Integrity, Diversity, Equality, Excellence promote CARE’s mission and vision, programme principles to enhance programme impact. Ensures modelling of CARE’s values among MEAL staff and be committed to women and girl’s .empowerment

Responsibilities:
1) Receive, document, and categorize feedback and complaints 25%:

1. Receive feedback and complaints from beneficiaries and other stakeholders in West Bank and Gaza through telephone calls, WhatsApp, text messages, emails, complaint boxes, field staff, partners, and other approved channels.
2. Communicate respectfully, clearly, sensitively, and without judgment, including with individuals who may be distressed, angry, or afraid.
3. Collect the information required to understand, document, categorize, and refer each case, while respecting confidentiality and the complainant’s preferred communication method.
4. Record all feedback and complaints accurately and promptly in the approved FAM database.
5. Review cases recorded by partners, consultants, and other staff to ensure that information is complete, accurate, and consistent with CARE standards.
6. Acknowledge receipt and explain the feedback process, expected timelines, available programme information, and next steps in accordance with CARE procedures.
7. Maintain strict confidentiality and share case information only with authorized personnel on a need-to-know basis.

2) Refer, follow up, and support the closure of complaints 30%:

1. Refer routine complaints to the relevant CARE or partner focal point for response and corrective action.
2. Monitor pending cases and follow up with CARE teams and partner focal points to ensure agreed response timelines are met.
3. Communicate approved responses to complainants and document follow-up actions, responses, and closure status in the FAM database.
4. Identify delayed, unresolved, repeated, or inadequately addressed complaints and escalate them to the MEAL Advisor or relevant management.
5. Receive and confidentially document sensitive complaints, including concerns related to PSEA, child safeguarding, fraud, corruption, abuse, or serious misconduct.
6. Immediately refer sensitive complaints through CARE’s approved safeguarding, protection, fraud, or investigation pathways and designated restricted-access reporting systems.
7. Facilitate referral to appropriate survivor assistance or protection services through designated focal points and with the informed consent of the affected person, where applicable.
8. The FAM Officer does not investigate sensitive complaints, assess the credibility of allegations, determine findings, or manage disciplinary action.

3) Analyse, report, and promote the use of feedback: 

1. Analyse feedback and complaints data to identify recurring issues, response delays, accountability risks, service gaps, and trends across projects, sectors, locations, and partners.
2. Prepare monthly, quarterly, and ad hoc FAM reports, including the number and type of cases received, referral and closure status, response times, and key recommendations.
3. Share relevant and appropriately anonymized findings with the MEAL team, programme teams, sector leads, Project Managers, and management.
4. Ensure that feedback findings inform project monitoring, programme reviews, corrective actions, adaptive management, learning, reporting, and the design of future interventions.
5. Flag repeated, systemic, sensitive, or high-risk concerns to the appropriate management or technical focal points.
6. Maintain accurate and up-to-date FAM records to support internal reporting, donor requirements, audits, and organizational learning.

4) Strengthen FAM systems, awareness, and staff and partner capacity 15%:

1. Communicate and disseminate CARE’s feedback channels, complaint-handling procedures, confidentiality commitments, and expected response processes to communities, CARE staff, partners, and other stakeholders.
2. Support the design and implementation of community awareness activities to ensure feedback channels are visible, accessible, safe, and inclusive.
3. Develop and deliver FAM orientations, refresher sessions, and capacity-strengthening support for CARE staff, partners, consultants, and relevant focal points.
4. Support partners in establishing and maintaining appropriate feedback intake, documentation, referral, follow-up, and reporting processes.
5. Participate in field visits to assess the visibility, accessibility, confidentiality, and effectiveness of FAM channels and follow up on identified gaps.
6. Contribute to the review and improvement of FAM tools, databases, guidance, referral pathways, and reporting templates.
7. Provide reasonable support to wider MEAL activities, such as assessments, data review, training, analysis, or translation, as assigned by the supervisor.

OTHER RESPONSIBILITIES AS ASSIGNED 5%
متطلبات الوظيفة:
Qualification:
Required:

• Bachelor’s degree in social sciences, development studies, humanitarian studies, psychology, sociology, human rights, public administration, monitoring and evaluation, or another relevant field; or an equivalent combination of education and relevant work experience.

• Training or demonstrated practical knowledge in accountability to affected populations, feedback and complaints mechanisms, safeguarding, confidentiality, data protection, and safe referral procedures.

• Minimum three years of relevant experience in feedback and complaints mechanisms, accountability to affected populations, safeguarding, protection, MEAL, community engagement, or a related field.
• Experience receiving, documenting, categorizing, referring, following up, and closing feedback and complaints.
• Demonstrated ability to handle confidential and sensitive information safely and refer sensitive complaints through approved pathways.
• Experience maintaining feedback databases and preparing routine analyses, reports, and trend summaries.
• Strong communication, active listening, and interpersonal skills, including engagement with distressed, angry, or vulnerable individuals.
• Experience working with programme teams, partners, and community stakeholders.
• Good computer skills, including Microsoft Office and digital data-management systems.

Desired:
• Five years of relevant experience in humanitarian or development programming.
• Experience managing or technically overseeing a feedback and accountability mechanism across multiple projects or locations.
• Experience supervising or coaching staff and strengthening partner capacity.
• Familiarity with EthicsPoint, KoboToolbox, Power BI, or similar complaint-management and reporting platforms.
• Experience in PSEA, child safeguarding, fraud-reporting, data protection, and survivor-centred referral procedures.

• Postgraduate qualification in a relevant field.

• Specialized training in PSEA, child safeguarding, fraud and misconduct reporting, survivor-centred approaches, psychological first aid, protection-sensitive communication, case referral, or complaints database management.

• Training in KoboToolbox or other digital feedback, case-management, or reporting systems.
تفاصيل الوظيفة:
المسمى الوظيفي: Feedback and Accountability Officer
آخر موعد للتقديم: 15.10.2026.
المكان: رام الله والبيرة
طبيعة العمل: مكتبي أو ميداني (مقر العمل)
نوع الوظيفة: دوام كامل
المستوى المهني: متوسط الخبرة
الدرجة العلمية: البكالوريوس
الخبرة: 5 سنوات
التصنيف: التنمية الاقتصادية والتعاون الدولي حقوق الإنسان والمساواة بين الجنسين والحماية
آلية التقديم:
Interested applicants are encouraged to send their CV by e- mail to wbg.carejobs@care.org to the attention of the HR Department no later than Thursday, 15.10.2026, indicating the correct job title is a MUST in the subject line and cover letter.

Applications received after this date or that do not meet the qualifications above will not be considered. Only short-listed candidates will be contacted for an interview.

Applications from female candidates are strongly encouraged.