Overview
The Community Feedback Mechanism Coordinator is responsible for leading the implementation, oversight, and continuous improvement of the CFM in NRC Ethiopia, ensuring feedback from project participants is systematically collected, recorded, analyzed, and used to improve programmes.
Key Responsibilities
- Lead the implementation, oversight, and continuous improvement of the CFM.
- Ensure feedback is systematically collected, recorded, analyzed, and used to improve programmes.
- Act as the country-level focal point for CFM and provide direct technical support to AOs.
- Ensure feedback is handled in line with SOPs and NRC standards.
- Ensure sensitive feedback is safely handled and escalated within 24 hours.
- Ensure communities have access to safe, accessible, and trusted feedback channels.
- Strengthen the capacity of AO teams and promote consistency in CFM implementation.
- Ensure feedback data is used to inform programme adaptation and decision-making.
- Contribute to strengthening a broader culture of Community Engagement and Accountability (CEA).
- 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.
- 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.
- Ensure consistency of CFM implementation across all AOs.
- 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, help-desks, 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.
- 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.
- 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.
- 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.
- Contribute to reviewing donor proposals, focusing on CFM-related indicators and activities.
- Represent NRC at relevant CO CFM/CEA external coordination fora.
- 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.
Required Experience
- Minimum 5 years’ experience in NGO sector, preferably in CFM, accountability, or community engagement.
- Previous experience in managing CFMs at national level.
- Strong knowledge of CEA, PSEA, child safeguarding, and the Core Humanitarian Standard (CHS).
- Working experience in emergency or post-conflict settings, with experience supporting IDPs and working in camp or remote management environments.
- Strong data analysis and reporting skills.
- Experience in facilitating the capacity-building efforts of diverse colleagues, including local partner agencies.
- Demonstrated ability to transfer knowledge to diverse audiences through training, mentoring, and other formal and non-formal methods.
- Familiarity with the political and humanitarian context in Ethiopia.
- Experience implementing CFM systems in hard-to-reach or remote-managed areas.
- Strong analytical and communications skills.
- Ability to receive and handle confidential and sensitive information.
- Strong management skills.
- Experience and ability to train others and transfer knowledge.
- Familiarity with NRC’s core competencies is an asset.
Qualifications
• BA/MA/MSc in Economics, Statistics, Business administration, and other related fields.
