Overview
Coordinate the Community Feedback Mechanism (CFM) in Ethiopia, ensuring adherence to NRC policies and supporting the implementation and improvement of CFM systems and tools.
Key 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
- 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
- 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
- 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 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
- 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
Experience in CFM implementation, including supporting Area Offices, mentoring staff, and strengthening CFM channels. Experience in data management, analysis, and reporting. Experience in capacity building and coordination. Experience in community engagement and accountability mechanisms.
