Community Feedback Mechanism Deputy Manager
Job purpose:
The Community Feedback Mechanism (CFM) Team is a key part of the larger Accountability Team. The Accountability Team helps GOAL Syria to inform beneficiaries of their rights and entitlements related to GOAL’s programs, to systematically collect and respond to beneficiary feedback, to enable accountability to the community, to improve the participatory nature of its programming, and to ensure that stakeholders feel heard. It helps to promote a culture of accountability and ethics and an understanding of the necessity of accountability to affected populations in GOAL’s policies and practices.
The CFM is a mechanism for collecting and responding to community members’ requests for assistance, requests for information, positive or negative feedback, and minor and major complaints. In includes, but is not limited to, a Telegram channel, a hotline, community helpdesks, and in-person communications received by colleagues. The CFM Team promotes the CFM, responds to communications received through the CFM, and manages the data and reporting of communications received through the CFM. The global humanitarian sector has been increasingly investing in CFMs across all humanitarian responses. GOAL’s CFM system in Syria is one of the largest of these systems in the world, and handles over a quarter of a million communications every year.