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 Roving 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.

The coordinator acts as the country-level focal point for CFM, while providing direct, hands-on technical support to AOs through regular field travel. They ensure that feedback is handled in line with SOPs and NRC standards, that sensitive feedback is safely handled and escalated within 24 hours, and that communities have access to safe, accessible, and trusted feedback channels.

The role strengthens the capacity of AO teams, promotes consistency in CFM implementation, and ensures that feedback data is used to inform programme adaptation and decision-making. The position also contributes to strengthening a broader culture of Community Engagement and Accountability (CEA) across NRC Ethiopia.

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 fora

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

Competencies 

Competencies are important for the employee and the organization to deliver desired results. They are relevant for all staff and are divided into the following two categories:

Professional competencies 

These skills, knowledge, and experience are important for effective performance. 

Generic professional competencies for this position: 

• BA/MA/MSc in Economics, Statistics, Business administration, and other related fields 

• 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

• Excellent computer knowledge with command on MS Excel among other packages of MS Office. 

• Ability to present data and convey information clearly and concisely and identify trends

• 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.

• Fluency in English (speaking, reading, writing), other languages is an asset

• Computer skills, including MS Office (Word, Excel, PowerPoint)

Context related skills, knowledge, and experience (shall be adapted to the specific position): 

• 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 (highly approachable, trustworthy, and confidential)

• Strong management skills (ability to demand results and be empathetic, non-defensive but decisive, firm, and resilient)

• Experience and ability to train others and transfer knowledge

• Familiarity with NRC’s core competencies is an asset

Behavioral competencies 

• Working with people

• Communicate with impact and respect

• Analyzing

• Planning and delivering results

• Ability to work under pressure, independently, and with limited supervision

• Patient, flexible and creative

• Initiating action and change

The Norwegian Refugee Council (NRC) Geneva leads NRC’s representation with the IASC and UN agencies, and coordinates donor engagement with the UN and Swiss donors. NRC strives to assist and protect vulnerable and displaced people during crises, especially in situations of conflict. Established in 1946, NRC is an independent, humanitarian, non-profit, non-governmental organisation working in around 31 countries with approximately 14’000 staff. NRC employs a rights based approach, challenging those with responsibility to uphold the rights of displaced people set out within national and International Laws. NRC endeavors to secure the acceptance of local stakeholders for activities and is committed to the principles of humanity, neutrality, independence and impartiality.

NRC seeks to engage with all relevant actors in order to promote the full respect for the rights of displaced and vulnerable people; secure and maintain access for humanitarian operations and promote the achievement of durable solutions. NRC Geneva, with the Internal Displacement Monitoring Center (IDMC), are NRC’s primary presence in Geneva.