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Feedback & Accountability Mechanism Officer
CARE International in Sudan

CARE Internationl is an organization driven by its mission to overcome poverty and social injustice. CARE International  in Sudan is part of CARE International, whose vision is to seek a world of hope, tolerance, and social justice, where poverty has been overcome and people live in dignity and security.  We are known everywhere for our unshakable commitment to the dignity of people. CARE and partners contribute to the empowerment of the most marginalized and vulnerable rural women and girls to exercise their rights.


Photo: Youth training session in Kass, South Darfur @CARE

 Section/Unit: Program
 Grade Level: Grade D
 Supervisor: MEAL Coordinator
 No. of Post: 1
 Duty Station: Khartoum
 Duration: 1 Year
 Closing Date: 22 August 2022


CARE has been operating in Sudan since 1979, implementing humanitarian and development programs focused on women's and girls' empowerment, gender justice, humanitarian action and resilience building. With an average annual budget of 19 million USD, CARE is currently working across six states: East Darfur, South Darfur, South Kordofan, Kassala, Gedaref, and Khartoum. CARE works in partnership with seven national NGOs, line ministries and community-based organizations. CARE has over 176 staff members located across 13 sub-offices in the aforementioned states. In the last-ended fiscal year (June 20 – July 2021), CARE reached 1,933,973 direct people across Sudan, of which 1,494,032 were reached through our humanitarian work.


 Duties and responsibilities:

The FAM officer will work under the supervision of the MEAL coordinator, and s/he is the country FAM focal point.  FAM officer assesses and develops the country level FAM processes and tools and develops the FAM strategy for each program in close coordination with the Project Manager/Team. In addition to developing and managing the work plan for the implementation of a FAM system, the FAM officer builds the capacities and trains team members on adaptations to the FAM system. S/he has an implementation role within the Sudan portfolio, dividing his/her time between the continued establishment, maintenance, and management of FAM implementation in existing programs and the roll-out of CARM into new programs. While working with the program and MEAL teams, s/he support the adaptation of the FAM strategy and workplans, focusing on its maintenance in alignment with the global and Sudan country strategies.



  • Support in developing FAM guidance and strategy for the country inline with the global guidance and through comprehensive assessment with support from program staff and communities where CARE Sudan operates.
  • Ensure that all targeted communities have access to a user-friendly, and culturally sensitive communication channels for feedback.
  • Ensure communities in CARE operation areas well oriented and aware of different FAM channels they can use for raising their complains and feedback.
  • Develop necessary information, education, and communication materials for internal and external use.
  • Ensure FAM focal points selected and trained in all targeted communities to facilitate community members access to different FAM channels.
  • Ensure proper documentation is collected and archived for all received feedback.
  • Develop workplans for the implementation of FAM establishing systems, procedures, and forms adequate to each project/location/participant.
  • Verify received feedback and ensure complaints are well documented.
  • Modify the current FAM database as needed and ensure the data quality of the database(s).
  • Together with MEAL colleagues, develop a system for analyzing trends on received feedback.
  • Together with program teams, develop a system and process to ensure integration of learning and adaptations is document and incorporated through workplans and implementation.
  • Write the FAM section of all programmatic progress reports.
  • Consolidate and prepare a written report of all received FAM cases every month, including substantial findings, successes, trends, and adaptations.
  • Ensure compliance with the global data protection policy and privacy standards, while confidentially receiving, following up on, and reporting on received feedback.
  • Follow up with respective staff and insure all received complains closed.
  • Ensure FAM operational costs are included in budgets and proposals under development.
  • Ensure CARE local partners have the capacity and participating in collecting complains and feedback.


  • Conduct orientation sessions for all departments and positions on FAM and their roles and responsibilities toward a successful implementation of an accountability and reporting mechanism. 
  • Training program staff on receiving complaints and feedback and on community sensitization.
  • Conduct orientation sessions for CARE local partners on FAM and their roles and responsibilities toward a successful implementation of an accountability and reporting mechanism. 

Budgetary responsibility: Prepare of FAM required budget for different locations and insure that it is included in the different project designs.

  1. Responsible to pull all budgets allocated for FAM function by each project in matrix format and share to program respective staff to use them on time.

Key Relationships:

The FAM Officer is expected to establish and maintain good relations with program coordinators, advisors, managers and officers, heads of offices, and members of the Program Team in Khartoum. S/he will build relationship with partners, counterpart NGOs and NGOs.

Internal Communication

  • Line Managers: High level of Communication to report, seek approvals, sharing views to strengthen the program areas and to ensure continues support for the program.
  • Project team (manager/officers/coordinators:  High level of communication to support and provide hand holding support to understand the model, use of FAM, timely reporting and to respond to complains.
  • Regular communication with program department in CO to share work progress and updates and technical follow up.

External Communication

  • Partners – high level of communication to understand CARE FAM system and continuously involved in collecting and sharing community feedback.
  • Donors, National offices, – Low level of communication in form of sharing required information when requested.


 Minimum Qualification, Skills and Experience Required:

  • 5 years of experience with working for NGOs.
  • 4 years of experience with Monitoring, Evaluations, Accountability and Learning.
  • Minimum 2 years of experience with feedback and accountability mechanisms.
  • Proven experience in management and/or coordination.
  • Proven experience with training and capacity building.
  • Understanding of preventing sexual exploitation and abuse, child safeguarding and how other types of code of conduct issues may arise in FAM mechanisms and best practices for raising awareness of and responding to those concerns
  • A BSc Degree in Social Sciences, Development Studies, Agricultural Science, and other discipline relevant to rural development.
  • Competencies:
  • Action oriented.
  • A solid understanding of the management of cross cutting issues, with a focus on participatory processes, integrated programming, and gender issues.
  • Supportive attitude towards processes of strengthening staff capacity.
  • Ability to thrive in a fast-paced, multi-tasking environment.
  • Strong organizational skills.
  • Arabic and English- fluent written and spoken
  • Ability and willingness to travel to locations outside Khartoum and live in sometime basic conditions.


Desirable qualifications and Competencies

  • Qualifications- preferably specialist training in MEAL related subject.
  • Good level of proficiency in Windows Excel and quantitative analysis.
  • Demonstrated ability to train and build capacity of others.



Any persuasion will disqualify the candidates.  Only short-listed candidates shall be invited for the interview. 

Our diversity is our strength; we encourage people from all backgrounds and experiences, particularly women to apply.







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