The GIZ Jordan Project “Cash for Green Services” is seeking to hire a “Feedback & Complaints Mechanism Advisor – Cash for Work” based in Jordan- for full-time base employment.

Jordan continues to face pressure on municipal services in communities hosting large numbers of Syrian refugees. At the same time, Syrian refugees and vulnerable Jordanians face significant socio-economic challenges and limited income opportunities.

The aim of the project is to improve the living conditions of particularly vulnerable Syrian refugees and Jordanians, especially women and persons with disabilities, in selected municipalities in Jordan. At the same time, the project contributes to improving municipal solid waste management services.

The project supports the creation of temporary employment opportunities (Cash for Work, CfW) that generate income for Syrian refugees and vulnerable Jordanians. To this end, it cooperates with the Jordanian Ministry of Local Administration (MoLA) as its political partner.

The CfW opportunities are created in municipalities that host Syrian refugees. Partner municipalities are responsible for organising and implementing the CfW activities, while the project provides financial, technical and procedural support and strengthens municipal capacities. The CfW activities help municipalities address temporary personnel and resource constraints and improve municipal waste management services. They include, among others, cleaning of public areas as well as the collection, sorting and recycling of suitable materials.

By providing temporary income opportunities to Syrian refugees and vulnerable Jordanians and bringing participants from different backgrounds together in the workplace, the project also aims to contribute to social cohesion. Particular attention is given to the participation and inclusion of women and persons with disabilities. At the same time, the activities contribute to cleaner cities, improved recycling and environmental protection.

The project supports municipalities in integrating relevant improvements and approaches into their waste management planning to strengthen their sustainability beyond individual CfW rotations. In addition, the project advises municipalities and relevant waste management actors on organisation, operation and economic efficiency. Occupational health and safety, gender equality and social inclusion are considered throughout the implementation of CfW activities.

Qualifications and specialist knowledge

• Bachelor’s/Master’s degree or equivalent in social sciences, development studies, public administration, social work, monitoring and evaluation or another relevant field.
• At least 5 years of relevant professional experience in development cooperation, humanitarian assistance, refugee response, social protection, accountability, monitoring and evaluation or a related field.
• Demonstrated experience in establishing or managing feedback, complaints, grievance, accountability or participant monitoring mechanisms; experience related to Cash for Work or employment programmes is an advantage.
• Experience with qualitative and quantitative feedback methods, such as surveys, interviews and focus group discussions, and with systematically analysing and translating findings into monitoring and management information.
• Good understanding of data management and M&E processes and experience in coordinating data collection and reporting with M&E and/or digital data management systems.
• Good understanding of the situation of refugees and vulnerable host communities in Jordan and demonstrated understanding of confidentiality, data protection, safeguarding and the appropriate handling of sensitive complaints.
• Excellent written and oral command of Arabic and English, combined with strong analytical skills and the ability to independently prepare concise, high-quality reports and recommendations in English.
• High degree of integrity, discretion, impartiality and reliability, combined with sound judgement, strong interpersonal skills and the ability to work independently while collaborating constructively across different functions within the project team.

Main Responsibilities 

• Develop, establish and independently manage an accessible Feedback and Complaints Mechanism (FCM) for the project’s Cash for Work activities across partner municipalities, complementing municipal-level feedback and complaints structures.
• Establish and manage appropriate channels for individual feedback, enquiries and complaints, including hotline, written, in-person and, where appropriate, digital channels, and ensure that Cash for Work participants are adequately informed about their use.
• Develop and maintain procedures and tools for consistent case management, including complaint categories and sensitivity levels, decision and escalation procedures, FAQs and procedures for handling sensitive and personally identifiable information.
• Receive, assess and follow up on complaints and feedback, coordinate necessary clarification with relevant project staff and partners, and ensure appropriate referral and escalation of sensitive cases while safeguarding confidentiality and impartiality.
• Develop and coordinate systematic participant feedback mechanisms, including post-rotation surveys, focus group discussions and other appropriate methods, ensuring that the data collected contribute to the project’s monitoring, evaluation and learning system.
• Work closely with the project’s M&E team and Cash for Work Data Manager to align feedback data collection, indicators, data structures and reporting with the overall M&E and digital data management systems, while ensuring appropriate access restrictions for confidential information.
• Systematically analyse complaints and participant feedback to identify recurring issues, implementation risks, differences across municipalities and opportunities for improvement, and establish regular feedback and learning loops with project management and colleagues responsible for partner municipalities.
• Prepare regular monitoring and management reports and assess the operational capacity required for the FCM as implementation expands, coordinating additional support where required.

The brief profile is not intended to provide a full and complete description.

Where appropriate and reasonable, the position holder is willing to perform tasks outside the scope of the job description.

Emanating from GIZ’s role in enhancing and promoting the efficiency and competency of its political partners and entities and their respective employees, and in view of GIZ’s aim at maintaining and encouraging the stability of employment at its political partners and entities, this position will not be available to any official employee currently working at any of GIZ’s political partners, governmental ministry, department or entity, including any official employees who are on unpaid leave.

GIZ is committed to gender balance and diversity without distinction as to race, gender or religion, and without discrimination of persons with disabilities. Remuneration will be in accordance with the candidate's qualifications, experience, as well as the scope of responsibility of the job announced and in line with local standards.

GIZ would like to increase the proportion of employees with disability. Applications from persons with disabilities are most welcome.

GIZ will send feedback only to the candidates that are shortlisted and interviewed.