Roving Community Feedback Mechanism (CFM) Coordinator Full Time NEW

Role and responsibilities

As a humanitarian organization, NRC is committed to accountability to affected people by ensuring meaningful engagement, safe and confidential feedback channels, and timely responses to community concerns. The Community Feedback Mechanism (CFM) Coordinator is responsible for leading the implementation, oversight, and continuous improvement of the CFM in NRC Ethiopia. The role ensures that feedback from project participants is systematically collected, recorded, analyzed, and used to improve the quality, safety, and relevance of programmes

Generic responsibilities

• Ensure the CO CFM adheres with NRC policies, including the CEA Policy, CFM Handbook, safeguarding (PSEAH) Policy, and data protection standards
• Support the rollout, implementation, and continuous improvement of CFM systems, tools, and guidance
• Ensure all feedback is registered, triaged, assigned, referred and closed according to relevant SOPs.
• Ensure integration of CFM into programme design, implementation, and monitoring
• Promote the use of feedback data for learning, adaptation, and programme decision-making
• Contribute to organizational learning through analysis, reporting, and lessons learned
• Build capacity of staff and partners on CFM processes, safe handling of feedback, and accountability principles
• Ensure communities are aware of and can access multiple CFM channels
• Promote and uphold PSEAH and safeguarding principles in all CFM processes

Specific responsibilities

AO Support & Roving Role

• Provide direct technical support to Area Office programme teams on CFM implementation through regular field visits
• Mentor and coach AO CFM focal points and programme staff
• Identify gaps and support AOs to improve quality, timeliness, and compliance with feedback handling as outlined in the CO CFM SOPs
• Ensure consistency of CFM implementation across all AOs

CFM System Strengthening

• Support rollout and operationalization of the CFM SOP across all Area and Field Offices.
• Ensure CFM channels are functional, safe, confidential, accessible, and context-appropriate
• Strengthen use of multiple channels (hotline, suggestion boxes, helpdesks, committees, face-to-face, etc.)
• Support adaptation of CFM channels based on context and community preferences
• Conduct regular field visits to monitor CFM functionality, risks, and accessibility Data Management

Feedback Handling & Compliance

• Ensure all feedback is captured, categorized, and managed in line with SOP procedures
• Ensure timely follow-up and response to non-sensitive feedback
• Ensure immediate escalation (within 24 hours) of sensitive feedback (safeguarding, protection, misconduct, HSS)
• Ensure confidentiality, informed consent, and do no harm principles are upheld

Data Management, Analysis & Reporting

• Oversee the CFM database, ensuring accurate, timely, and secure data entry
• Analyze feedback data to identify trends, risks, and programme improvement areas
• Produce monthly CFM reports and dashboards
• Support programme teams in using feedback data for decision-making and adaptation

Capacity Building & Coordination

 Provide training, mentoring, and technical support to staff and partners on CFM

• Act as technical focal point for CFM-related issues at country level
• Coordinate with programme, HR, protection, and management teams on feedback handling
• Facilitate regular CFM review meetings to track open cases and trends
• Ensure a Frequently Asked Questions (FAQ) or CC knowledge base is up to date in coordination with programme teams
• Contribute to reviewing donor proposals, focusing on CFM-related indicators and activities
• Represent NRC at relevant CO CFM/CEA external coordination

Community Engagement & Accountability

• Support implementation of proactive engagement mechanisms (e.g. feedback days, FGDs, community meetings)
• Strengthen approaches to closing feedback loops with communities
• Promote community participation and inclusive engagement practices