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CARE International in Sudan
Sudan - Khartoum
<p>Section/Unit: Program Quality and Development<br>Grade Level: 6<br>Supervisor: Programs Accountability Coordinator<br>Duty Station: Khartoum<br>Duration: 6 Months<br>Closing Date: 28 August 2026</p><h4>Background</h4><p> <strong>I. Job Summary: </strong></p><p>The <strong>Feedback and Accountability Mechanism Officer </strong>/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.</p><p>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.</p><h4>Duties and responsibilities</h4><p><strong>1- Operate and Manage the Toll-Free Hotline & Other FAM Channels:</strong></p><ul><li> 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. </li><li> Log, register, and categorize all feedback, complaints, queries, and expressions of gratitude accurately in the secure FAM database on the same day received. </li><li> Ensure confidentiality of caller information and consent for follow-up is obtained and always respected. </li><li>Support other FAM channels during distributions or field visits, as required: help desks, suggestion boxes, face-to-face.</li><li>Ensure all cases are closed within the appropriate timeframe and update case status in the database.</li></ul><p><strong>2- Referral, Follow-Up & Reporting:</strong></p><ul><li>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. </li><li>Provide weekly/monthly feedback and case status updates to callers after resolution. Ensure all actions taken are documented.</li><li>Submit accurate weekly and monthly reports to the Accountability Coordinator: complaints received, referral tracker, dashboard, trends analysis, and recommendations. </li><li>Prepare ad-hoc reports, case studies, and learning documents as required. </li></ul><p><strong>3- Support Accountability & Learning:</strong></p><p>Ensure that; the Feedback and Accountability Mechanism in on place and functioning for all projects and covering all targeted communities;</p><ul><li>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.</li><li>Conduct regular orientation on the Feedback and Accountability Mechanism (FAM) CARE employs to implementing staff and community groups.</li><li>Assess the functionality of each system and analyse how to ensure best use of the tools by different gender groups</li><li>Provide monthly update on the FAM to staff in the field office and the CO.</li><li>Ensure the FAM database is filled, analysed, and communicated including the monitoring of the responses</li><li>Ensure complainants have received appropriate response on time.</li><li>Conduct satisfaction survey to identify potential improvement areas.</li><li>Select and provide training to community FAM focal persons and other leaders</li><li>Support any other FAM related functions in the state.<strong> </strong></li></ul><p><strong>4- Data Management and Analysis:</strong></p><ul><li>Assists with community feedback /complaints data collection, entry, cleaning, and reporting. </li><li>Develops testing procedures for assessing quality. </li><li>Provides inputs, information and statistics for monthly. quarterly, annual and other reports.</li><li>Ensure quality of data collected by partners.</li><li>Support the programs Accountability Coordinator in preparing data for internal and external reports as required.</li><li>Ensure data are stored online as well as in hard copies accessible by all.</li></ul><p><strong>5- Contribute to the Success of CIS Partnership Approach:</strong></p><ul><li>Periodically review capacity of Accountability functions of the Partner agencies and facilitate partner staff skills and capacity.</li><li>Support, accompany and coach selected partners in M&E functions.</li><li>Provide regular training and on the job training to national [partners and CBOs on FAM related skills.</li></ul><p><strong>6- Uphold CARE Values and contribute to CIS shared priorities:</strong></p><ul><li>Be aware of the CIS Safety and Security Management Plan (SSMP) and always comply with it.</li><li>Be aware of CARE’s commitments to Gender and Diversity, and strive to uphold them.</li><li>Always promote CARE’s core values.</li><li>Other priority tasks as required by management, for overall benefit of CIS.</li><li>Perform other assigned duties.</li></ul><p><strong>IV. Contacts and Key Relationships:</strong></p><ul><li>The <strong>Feedback and Accountability Mechanism Officer /hotline operator </strong>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.</li></ul><p><strong>Internal Communication:</strong></p><ul><li>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.</li><li>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.</li></ul><p><strong>External Communication:</strong></p><ul><li>Partners – high level of communication to share and understand progress of the program.</li></ul><p><strong>V. Working Conditions:</strong></p><ul><li>As stated in the terms of contract and the CARE International Sudan HR manual.</li><li>The position will be based in Khartoum with at least 50% field requirement.</li><li>security sensitive area and the officer shall comply with, and be facilitated to operate within, the framework of the CARE International Sudan safety protocols.</li></ul><p> </p><h4>Minimum Qualification, Skills and Experience Required</h4><ul><li>INGO/ NGO experience – 2 years in programme monitoring and evaluation</li><li>A BSc Degree in Social Sciences, Development Studies, Agricultural Science and other discipline relevant to rural development.</li></ul><p><strong>Competencies:</strong></p><ul><li>Action oriented.</li><li>A solid understanding of the management of cross cutting issues, with a focus on participatory processes, integrated programming and gender issues; </li><li>Supportive attitude towards processes of strengthening staff capacity; </li><li>Ability to thrive in a fast-paced, multi-tasking environment; </li><li>Strong organizational skills; </li><li>Arabic and English- fluent written and spoken.</li><li>Ability and willingness to travel to locations on Khartoum and live in sometime basic conditions.</li></ul><p> </p><p><strong>Desirable qualifications and Competencies:</strong></p><ul><li>Qualifications- preferably specialist training in Programs Accountability related subject.</li><li>Good level of proficiency in Windows Excel and quantitative analysis.</li><li>Demonstrated ability to train and build capacity of others.</li></ul><p>
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Medecins sans Frontieres Spain
Sudan - El-Obeid
<p>JOB CODE: MS01904<br>SALARY: 1755 $<br>Section/Unit: MEDICAL & PARAMEDICAL<br>Grade Level: 8<br>Supervisor: MIDWIFE ACTIVITY MANAGER/NURSING ACTIVITY MANAGER/MEDICAL ACTIVITY MANAGER<br>No. of Post: 1<br>Duty Station: NORTH KORDOFAN - EL OBEID<br>Duration: Fixed-term contract ending on 31 December 2026, with the possibility of extension<br>Closing Date: 20 August 2026</p><h4>Background</h4><p>We are seeking motivated professionals who will Supervising the clinical activities and guaranteeing the quality of midwifery care in the SRH, according to MSF protocols, values and universal hygiene standards in order to provide a high-quality Mother and Child Health (MCH) care to the population.</p><h4>Duties and responsibilities</h4><ul><li>Supervising, supporting and evaluating the team under his/her responsibility particularly midwives, midwife assistants and other related staff in her team such as cleaners. Planning and organizing their work (areas, days, absences, visits, holidays, etc) and coaching them in their work with special focus in following all appropriate protocols and procedures</li><li>Ensuring team work and a professional relationship between maternity and other departments.</li><li>Supervising the clinical activities in all the maternity departments and activities such as ante-natal consultations, delivery and after delivery follow up, post-natal consultations, family planning consultations, new-born vaccinations and liaising with the Medical Doctor about the patients who need special care times, visiting hours, etc.</li><li>Ensuring that the staff on duty knows, implements and follows at all times the universal hygiene standards/ precautions, bio-hazard prevention and infection control in the medical premises ensuring high standards of hygiene in the working environment</li><li>Ensuring that all staff using medical devices are qualified and trained, cleaning and minor maintenance tasks are performed according to the protocols, reporting any malfunction to the project biomedical service.</li><li>Being responsible for the department-related pharmacy activities (stock and consumption monitoring) as well as maintenance of the medical equipment</li><li>Being responsible for ensuring that all the administrative procedures, patients’ data and documents are filled in correctly and registered for compiling monthly reports reflecting the activity in the department.</li><li>In certain contexts, being responsible for ensuring that the maternity staff is able to identify, receive and provide care to the victims of the victims of violence in collaboration with the Obs & Gyne MD and following the protocols</li></ul><p><strong>MSF Section/Context Specific Accountabilities</strong></p><ul><li>Planning, organizing and implementation of SRH packages/activities (ER, ANC, delivery, PNC, maternity, referrals etc) at Maternity hospital, Al Khor Tagat camp, El Obeid NK state</li><li>Supervising, supporting and evaluating the team under his/her responsibility particularly MOH midwives, midwife assistants and other related staff in her team such as cleaners. </li><li>Planning and organizing their work (rosters, annual leaves, weekly meetings, trainings capacity building, absences, visits etc) and coaching them in their work with special focus in following all appropriate protocols and procedures</li><li>Ensuring teamwork, collaboration and a professional relationship between maternity and other departments.</li><li>Make sure proper daily round, weekly bed side</li><li>Supervising the clinical activities in all the maternity departments and activities such as ante-natal consultations, delivery and after delivery follow up, post-natal consultations, family planning consultations, new-born vaccinations and liaising with the Medical Doctor about the patients who need special care times, visiting hours, etc.</li><li>Ensuring that the staff on duty knows, implements and follows at all times the universal hygiene standards/ precautions, bio-hazard prevention and infection control in the medical premises ensuring high standards of hygiene in the working environment</li><li>Ensuring that all staff using medical devices are qualified and trained, cleaning and minor maintenance tasks are performed according to the protocols, reporting any malfunction to the project biomedical service.</li><li>Being responsible for the department-related pharmacy activities (order, stock management and consumption monitoring using appropriate tools) as well as maintenance of the medical equipment and report to the person responsible (biomed technician, logistics)</li><li>In collaboration with MWAM, prepare and avail PPH, delivery kit and other sets (delivery, suture etc)</li><li>Being responsible for ensuring that all the administrative procedures, patients’ data and documents are filled in correctly and registered for compiling monthly reports reflecting the activity in the department.</li><li>Weekly/biweekly data collection from registration books, data cleaning in collaboration with medical data supervisor/data entry operator</li><li>Participating in and contributing for biweekly report highlighting key achievements, challenges and priorities of the department </li><li>Draft monthly activity plan chronogram including selected topics for capacity building trainings for SRH team</li><li>Objective setting for MSF staffs under her responsibility and do proper evaluation (pms)</li><li>Submit roster attendance sheets regularly before the deadline to the line manager for approval and to HR for incentive payment</li><li>Be focal person for victims of violence one stop care, provide capacity building training for maternity staff to able to identify, receive and provide care to the victims of the victims of violence in collaboration with the Obs & Gyne MD/MWAM/MAM following MSF protocols</li></ul><h4>Minimum Qualification, Skills and Experience Required</h4><figure class="table"><table><tbody><tr><td><strong>Education</strong></td><td>Essential: Diploma of Nurse/Midwife – registered as “Professional Midwife” in Sudan.</td></tr><tr><td><strong>Experience</strong></td><td><p>Essential: Minimum 3 years’ experience as Registered/Professional Midwife in MOH or private hospitals<br>Essential: Registration as a Professional Midwife in Sudan.</p><p>Preferably: previous NGO/INGO experience in SRH related intervention</p></td></tr><tr><td><strong>Languages</strong> </td><td>Essential: English B2 level and Arabis language </td></tr><tr><td><strong>Knowledge</strong></td><td><p>Essential computer literacy - Office (word, excel and internet) </p><p>Preferable: experience in medical data collection.</p></td></tr><tr><td><strong>Competencies</strong></td><td><p>Results and Quality Orientation L2 </p><p>Teamwork and Cooperation L2 </p><p>Behavioural Flexibility L2 </p><p>Commitment to MSF Principles L2 </p><p>Stress Management L3 </p></td></tr></tbody></table></figure><p><strong>Interested candidates are requested to submit their Application in a sealed envelope, mentioning (MSF-Spain - Application Midwife Supervisor based in North Kordofan State – El Obeid) to the Labor Office.</strong><br><br><strong>Or</strong><br><br><strong>Submit your Application Online through the following Google Forms link: https://forms.gle/iViMxdipAmTkyK5WA</strong><br><br><strong>Applications must be submitted in English Language including:</strong></p><p> </p><p><strong>✓ Motivation letter in English.</strong><br><strong>✓ Updated CV in English.</strong></p><p><strong>✓ Copy of Personal national ID / Passport.</strong></p><p><strong>✓ Copy of registration as a Professional Midwife in Sudan.</strong></p><p><strong>✓ Copy of relevant bachelor's degree.</strong></p><p><strong>✓ Copy of relevant work certificates.</strong></p><p><strong>✓ Copy of relevant training certificates.</strong></p><blockquote><p><strong>Please note that Applications submitted through any other channel, incomplete applications, or applications that do not meet the specified criteria will not be considered in the recruitment process.</strong></p><p><strong>Your application will be reviewed only after this form is fully completed and all required documents are uploaded.</strong></p><p><strong>Applications submitted through any other channel, or without the full set of documents in each mentioned upload section, will not be processed or considered.</strong></p><p><strong>All information provided will be handled with strict confidentiality and for recruitment purposes only.</strong></p><p><strong>MSF will never ask candidates for money or services as part of the recruitment process. Any such request should be considered fraudulent</strong><br><strong>We will take immediate action against any fraudulent activity</strong></p></blockquote><p><strong>Tests and interviews will be carried out in English.</strong></p><p><strong>Only short-listed candidates will be contacted.</strong><br><br><strong>Administrative conditions:</strong></p><ul><li>This job profile can be adapted and/or changed according to the evolution of the activities, evolution of the Mission and the program needs.</li><li>The general conditions are detailed in the staff regulations, work contract and health policy.</li></ul>MSF is a civil society initiative that brings together individuals committed to the assistance of other human beings in crisis. As such MSF is by choice an association. Each individual working with MSF does it out of conviction and is ready to uphold the values and principles of MSF. MSF OCBA is a people-focused humanitarian organization that offers a diverse, collaborative, and inclusive work environment. We believe this approach enhances our work and we are committed to equity in employment. We embrace diverse backgrounds of people working together to exhibit their passion in action for the social mission of MSF. All applications will be treated with the strictest confidence. MSF provides a work environment that reflects the values of gender equality, teamwork, integrity and a healthy balance of work and life. MSF does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment and discrimination. All selected candidates will, therefore, undergo reference checks.