The Sudanese Red Crescent Society, with support from the Netherlands Red Cross, is implementing a Community Engagement and Accountability (CEA) project across five branches: Kassala, Gedaref, White Nile, River Nile, and Northern States.

This project is designed to strengthen and institutionalize Feedback and Complaints Mechanisms (FCM) within SRCS branches to ensure greater accountability to affected populations. In the current humanitarian context in Sudan, communities are facing multiple shocks including displacement, economic hardship, flooding, and limited access to essential services. In such environments, ensuring that communities are informed, consulted, and able to safely provide feedback is essential to improving the quality, relevance, and transparency of humanitarian assistance.

The project focuses on:

• Establishing and standardizing accessible, safe, and confidential feedback channels across the five branches.
• Building the capacity of staff and volunteers on CEA principles and accountability approaches.
• Developing tools, SOPs, and tracking systems for managing feedback and complaints.
• Promoting inclusive community participation, particularly for women, youth, elderly persons, and persons with disabilities.
• Strengthening internal systems to ensure timely response, referral, and resolution of complaints.

Through this project, SRCS aims to embed accountability practices within its branch structures, improve trust between communities and the organization, and enhance the overall effectiveness and quality of humanitarian programming.

Job Purpose

The CEA Officer will be responsible for supporting and overseeing CEA activities across all 5 branches.

Although based in Kassala, the officer will regularly travel to all project sites to provide technical guidance, mentoring, monitoring, and hands-on support to branch teams. The position ensures consistent implementation of feedback mechanisms, harmonized tools and procedures, and quality assurance across all targeted branches.

In addition, the CEA Officer will contribute to strengthening CEA systems at the national level within SRCS by supporting standardization of tools, contributing to policy and SOP development, sharing lessons learned, and supporting national-level reporting and coordination.

The role contributes to institutionalizing accountability systems within SRCS and strengthening organizational learning and responsiveness.

1. Strengthening Feedback and Complaints Mechanisms

• Establish and improve feedback channels (help desks, feedback boxes, hotline systems, community focal points ….etc).
• Develop and standardize tools for feedback collection, tracking, referral, and response.
• Ensure confidential handling of sensitive complaints.
• Monitor response timelines and quality of resolution.
  
   

2. Technical Support to Branches

• Provide technical guidance to CEA focal points across Sudan whenever needed.
• Conduct regular monitoring and mentoring visits.
• Support integration of accountability systems into ongoing programs.
  
   

3. Community Engagement

• Facilitate consultations and awareness sessions on services and feedback mechanisms.
• Promote inclusive participation of women, youth, elderly, and persons with disabilities.
• Support development and dissemination of key messages on assistance and selection criteria.

4. Capacity Building

• Conduct training for staff and volunteers on CEA principles and tools.
• Support development of SOPs for Feedback and Complaints Mechanisms.
• Strengthen branch ownership of accountability practices.

5. Monitoring, Reporting, and Learning

• Analyze feedback data and identify trends.
• Maintain updated CEA database and documentation.
• Contribute to donor reporting and lessons learned documentation.

6. Coordination

• Coordinate with program, PMER, and protection teams.
• Participate in coordination meetings as required.

Education

Bachelor’s degree in social sciences, Community Development, Communications, Public Health, or related field.

Experience

• Minimum 3 years of experience in humanitarian programming.
• Proven experience in Community Engagement and Feedback Mechanisms.
• Experience with Red Cross/Red Crescent Movement is an advantage.

Skills

• Strong facilitation and training skills
• Experience in data tracking and reporting
• Excellent communication skills
• Ability to travel frequently between project branches
• Strong organizational and coordination skills

Languages

• Arabic: Fluent
• English: Good working knowledge required

• Only shortlisted candidates will be contact.
• Women are encouraged to apply.