I. Job Summary: 

The Feedback and Accountability Mechanism Officer /Hotline Operator is responsible for managing the day-to-day operation of CARE’s toll-free and other feedback channels at the field office level. The post holder ensures communities, IDPs, and persons of concern have safe, confidential, and accessible means to provide feedback, ask questions, and raise complaints. The role functions in close collaboration with the Accountability Officer, MEAL team, and Program staff to uphold CARE’s Accountability to Affected Populations (AAP) commitments.

Activities include receiving and registering all calls, ensuring ethical and professional caller engagement, maintaining the FAM database, referring cases for action, and contributing to reporting and learning on feedback trends. The Hotline Operator is also actively involved in FAM awareness, data quality checks, and documenting lessons learned from caller interactions.

1- Operate and Manage the Toll-Free Hotline & Other FAM Channels:

•  Answer all incoming calls to the CARE toll-free hotline in a professional, ethical, and culturally sensitive manner, in line with CARE SOPs and Do No Harm principles. 
•  Log, register, and categorize all feedback, complaints, queries, and expressions of gratitude accurately in the secure FAM database on the same day received. 
•  Ensure confidentiality of caller information and consent for follow-up is obtained and always respected. 
• Support other FAM channels during distributions or field visits, as required: help desks, suggestion boxes, face-to-face.
• Ensure all cases are closed within the appropriate timeframe and update case status in the database.

2- Referral, Follow-Up & Reporting:

• Triage and refer program-specific complaints and sensitive cases, including GBV/PSEA, to the relevant CARE focal point, Program, or Senior Management immediately, following SOPs. 
• Provide weekly/monthly feedback and case status updates to callers after resolution. Ensure all actions taken are documented.
• Submit accurate weekly and monthly reports to the Accountability Coordinator: complaints received, referral tracker, dashboard, trends analysis, and recommendations. 
• Prepare ad-hoc reports, case studies, and learning documents as required. 

3- Support Accountability & Learning:

Ensure that; the Feedback and Accountability Mechanism in on place and functioning for all projects and covering all targeted communities;

• Consult each community groups and individual women, men, youth, children, people with disability on their preferred feedback and complaint mechanisms and update the field office tools.
• Conduct regular orientation on the Feedback and Accountability Mechanism (FAM) CARE employs to implementing staff and community groups.
• Assess the functionality of each system and analyse how to ensure best use of the tools by different gender groups
• Provide monthly update on the FAM to staff in the field office and the CO.
• Ensure the FAM database is filled, analysed, and communicated including the monitoring of the responses
• Ensure complainants have received appropriate response on time.
• Conduct satisfaction survey to identify potential improvement areas.
• Select and provide training to community FAM focal persons and other leaders
• Support any other FAM related functions in the state. 

4- Data Management and Analysis:

• Assists with community feedback /complaints data collection, entry, cleaning, and reporting. 
• Develops testing procedures for assessing quality. 
• Provides inputs, information and statistics for monthly. quarterly, annual and other reports.
• Ensure quality of data collected by partners.
• Support the programs Accountability Coordinator in preparing data for internal and external reports as required.
• Ensure data are stored online as well as in hard copies accessible by all.

5- Contribute to the Success of CIS Partnership Approach:

• Periodically review capacity of Accountability functions of the Partner agencies and facilitate partner staff skills and capacity.
• Support, accompany and coach selected partners in M&E functions.
• Provide regular training and on the job training to national [partners and CBOs on FAM related skills.

6- Uphold CARE Values and contribute to CIS shared priorities:

• Be aware of the CIS Safety and Security Management Plan (SSMP) and always comply with it.
• Be aware of CARE’s commitments to Gender and Diversity, and strive to uphold them.
• Always promote CARE’s core values.
• Other priority tasks as required by management, for overall benefit of CIS.
• Perform other assigned duties.

IV. Contacts and Key Relationships:

• The Feedback and Accountability Mechanism Officer /hotline operator is expected to establish and maintain good relations with program coordinators, managers and officers, heads of offices, and members of the Program Team in Khartoum. S/he will build relationships with partners.

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, keep project on track, timely reporting and to respond to queries.

External Communication:

• Partners – high level of communication to share and understand progress of the program.

V. Working Conditions:

• As stated in the terms of contract and the CARE International Sudan HR manual.
• The position will be based in Khartoum with at least 50% field requirement.
• security sensitive area and the officer shall comply with, and be facilitated to operate within, the framework of the CARE International Sudan safety protocols.

• INGO/ NGO experience – 2 years in programme monitoring and evaluation
• 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 on Khartoum and live in sometime basic conditions.

Desirable qualifications and Competencies:

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