Monitoring and Evaluation Technical Assistant Libya Tripoli
Norwegian Refugee Council (NRC)
Full-time The CFM Technical Assistant provides frontline support to NRC’s Community Feedback Mechanism (CFM) at Country Office (CO) and Area Office (AO) level. The role oversees contextually appropriate feedback channels, such as phone hotlines, ensuring that community feedback is collected, recorded, and forwarded safely and ethically in line with the global CFM Handbook guidelines. The Assistant also supports community awareness-raising and reporting, playing a key role in ensuring NRC’s feedback system is safe, accessible, trusted, and responsive to the needs of affected people.
The position reports to the MEAL Manager and works closely with the MEAL Officer and prgramme CFM focal points to support the administration of NRC’s CFM. It assists in the overall feedback handling and management of feedback through a centralised mechanism and feedback channels, in line with the NRC Libya CFM Standard Operating Procedures (SOP).
The CFM Technical Assistant provides frontline support to NRC’s Community Feedback Mechanism (CFM) at Country Office (CO) and Area Office (AO) level. The role oversees contextually appropriate feedback channels, such as phone hotlines, ensuring that community feedback is collected, recorded, and forwarded safely and ethically in line with the global CFM Handbook guidelines. The Assistant also supports community awareness-raising and reporting, playing a key role in ensuring NRC’s feedback system is safe, accessible, trusted, and responsive to the needs of affected people.
The position reports to the MEAL Manager and works closely with the MEAL Officer and programme CFM focal points to support the administration of NRC’s CFM. It assists in the overall feedback handling and management of feedback through a centralized mechanism and feedback channels, in line with the NRC Libya CFM Standard Operating Procedures (SOP).
Receive, record, process and respond to community feedback received through NRC’s channels (hotlines, boxes, helpdesks, digital systems).
Enter, maintain and clean feedback data in NRC’s CFM data management system.
Ensure confidentiality, accuracy, and ethical handling of feedback, especially sensitive feedback, per NRC CFM Handbook guidelines.
Provide accurate and timely information to project participants about NRC’s services, as well as responses to other frequently asked questions, as available.
Support referrals and follow-up with relevant programme or support staff both within NRC and externally.
Monitor and track feedback to ensure timely closure, document all actions taken, and follow up with the feedback provider as needed.
Support filing, archiving, and preparation of CFM reports.
Support awareness sessions with communities and staff on NRC’s CFM approach, service mapping and NRC representation in relevant external CEA coordination forums.
Compliance and adherence to NRC policies, guidance, and procedures, and a specific responsibility for the CFM policies (CEA, Safeguarding, Speak-Up), CFM Handbook, and procedures.
Contribute to the implementation of Safe and Inclusive Programming (SIP) minimum standards within the CFM.
Answer hotline calls, emails or social media/SMS messages and document feedback in real time in the dedicated platform for that purpose.
Collect and record feedback from community-based channels (boxes, desks, outreach sessions).
Translate and support communication with community members when required.
Conduct spot checks on feedback mechanisms to ensure accessibility and inclusiveness.
Support logistics for CFM trainings and community sensitisation activities.
Monitor and forward non-sensitive feedback to relevant programme teams or externally for follow up.
Forward sensitive feedback immediately to relevant entities responsible for safe handling, e.g. to Speak Up for alleged misconduct, protection actors for protection reports, or HSS for health and safety incidents.
Share field-level observations on accessibility, challenges, and good practices in feedback handling.
Recruit, manage, and support CFM volunteers, including overseeing their onboarding, performance, and processing of payments.
Carry out any other tasks relevant to the function and the position as delegated by the line manager.
Zero to one year of relevant experience in accountability, community engagement, or protection.
Bachelor’s Degree or relevant vocational training.
Knowledge of CEA, PSEA, child safeguarding, and the Core Humanitarian Standard (CHS).
Fluency in spoken and written English and Arabic languages.
Proficiency in Microsoft Office standard applications (Word, Excel, PowerPoint, Outlook) is required; experience with Microsoft 365 collaboration tools (e.g., SharePoint, Teams, OneDrive, Planner) is an advantage.
Understanding of the Libyan humanitarian operational context.
Handling insecure environment
Working with people
Communication with impact and respect
Analyzing
Coping with Change
