Field Assistant, Feedback Complaints and Response Mechanism

About CRS 

Catholic Relief Services (CRS) is the international humanitarian relief and development agency of the Catholic community in the United States and has been present in Jerusalem, West Bank, and Gaza (JWBG) since 1961. In JWBG, currently supports programs in the sectors of humanitarian relief, livelihoods, civil society strengthening, and social justice promotion through its field offices in Jerusalem, Gaza, and Bethlehem. For further information about CRS, please visit: www.crs.org.

CRS is committed to ensuring that all project stakeholders, especially participants in CRS projects and members of the communities in which we work, can communicate directly with CRS, and that we receive and respond to their feedback in a timely and appropriate manner. To do so, CRS operates a robust Feedback, complaints and Response Mechanism (FCRM) with a range of communication channels (e.g. toll-free phone line, email address, etc.).

Job Summary:

The FCRM Project Assistant will provide service in the day-to-day delivery of a responsive, effective and efficient feedback and response mechanism in the West bank and Gaza in support of the Catholic Relief Services’ (CRS) mission to serve the poor and vulnerable. The FCRM Project Assistant will provide consistent and high-quality service receiving, documenting and forwarding feedback, thus contributing to the proper stewardship of project resources to help ensure operational effectiveness in support of high-quality programming.

Roles and Key Responsibilities: 

• Follow CRS FCRM Standard Operating Procedures and data protection principles, ensuring all feedback collected from project participants and other stakeholders is kept confidential. Uphold CRS’ commitment to safeguarding and the CRS fraud policy.
• Receive, comprehensively document and forward incoming feedback for CRS in Gaza. Provide specialized FCRM administrative actions and processes (e.g. translate, type, proofread, record and transcribe, draft simple messages).
• Compile data perform data entry and data verification in relation to FCRM processes.
• Support the categorization for each feedback case by comparing information of the person providing feedback to CRS feedback categories. Accurately categorize sensitive feedback that must be communicated immediately to the CRS Country Representative.
• Facilitate communication with project focal points, relevant staff in other departments, and external stakeholders as relevant to the FCRM in Gaza. Ensure familiarity with up-to-date answers to project specific Frequently Asked Questions (FAQs) to respond to requests for information received through the FCRM.
• Assist project staff in communicating responses to feedback to project participants and other stakeholders when requested. Contribute to preparing weekly and monthly reports of non-sensitive feedback.
• Support CRS Gaza staff by undertaking other tasks as appropriate and required (e.g. data entry, remote data collection, Accountability and/or MEL tasks, and administrative tasks).

جميع الحقوق محفوظة لموقع جوبس.

Basic Qualifications 

• A bachelor’s degree in a relevant field is required.
• Experience working in an office environment in a clerical or administrative role. Experience with a local or international NGO a plus.
• Experience with typing/word processing, data entry into online databases and forms, and working with various office equipment.
• Experience in MS Office package (Excel, Word, PowerPoint, Visio) and information management systems. Proficient in Word. Familiarity with ICT-based data management systems (e.g. Comcare) a plus.
• Demonstrated understanding of accountability to project participants and communities, commitment to data protection and confidentiality.

Required Languages – Arabic and English

Travel – Office-based position in Ramallah or in Bethlehem

Knowledge, Skills and Abilities  

• Good time management skills with ability to work on multiple tasks
• Strong customer service orientation with good communication and interpersonal skills
• Proactive, resourceful, solutions oriented and results-oriented
• Analysis and problem-solving skills with ability to make sound judgment
• Attention to details, accuracy and timeliness in executing assigned responsibilities

Agency-wide Competencies (for all CRS Staff)  

These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.  

• Integrity  
• Continuous Improvement & Innovation 
• Builds Relationships  
• Develops Talent 
• Strategic Mindset 
• Accountability & Stewardship 

Supervisory Responsibilities: none

Key Working Relationships:

Internal Program Managers, Gaza PSS Field Officers, West Bank PSS team, Gaza Head of Office, JWBG Head of Programs, Regional Technical Advisor for PSS, MEAL Manager

External Protection Cluster Members, Local Partners, UNICEF, OCHA, among others

***Our Catholic identity is at the heart of our mission and operations. Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need. CRS’ processes and policies reflect our commitment to protecting children and vulnerable adults from abuse and exploitation.

Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.

CRS' talent acquisition procedures reflect our commitment to protecting children and vulnerable adults from abuse and exploitation.

CRS is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, national origin, or disability status.

Women, people with disabilities, and other underrepresented populations are encouraged to apply and to seek CRS support on the application process where additional accommodation is required.

APPLICATION INSTUCTIONS:

Interested candidates with relevant education and work experience are invited to complete an application which addresses the positions requirements. To be considered for the position, candidates must submit both a CV and a cover letter, in English. Applications must be submitted online at crsjwbg.org and will be reviewed on a rolling basis. This posting will remain open until filled, however, submission by June 13th, 2025, is strongly advised.