Roving Community Feedback Mechanism (CFM) Coordinator : Norwegian Refugee Council (NRC)

About NRC

The Norwegian Refugee Council (NRC) is an independent humanitarian, non-profit, non-governmental organization providing assistance, protection, and durable solutions to refugees and internally displaced people worldwide.

Job Summary

NRC is seeking a Roving Community Feedback Mechanism (CFM) Coordinator to lead and strengthen the implementation of Community Feedback Mechanisms across NRC Ethiopia.

The position will ensure that community feedback is safely and systematically collected, recorded, analyzed, responded to, and used to improve programme quality, accountability, safety, and relevance.

Key Responsibilities

CFM Implementation & Accountability

• Ensure CFM systems comply with NRC policies, CEA standards, safeguarding/PSEAH requirements, and data protection standards.
• Support the rollout and continuous improvement of CFM systems, tools, and guidance.
• Ensure feedback is properly registered, categorized, assigned, referred, followed up, and closed.
• Integrate CFM into programme design, implementation, and monitoring.
• Promote the use of feedback data for learning and programme adaptation.

Roving & Area Office Support

• Provide technical support to Area Office programme teams through regular field visits.
• Mentor and coach CFM focal points and programme staff.
• Identify gaps and support Area Offices to improve feedback-handling quality and compliance.
• Promote consistent CFM implementation across Area and Field Offices.

CFM System Strengthening

• Support implementation of CFM SOPs across offices.
• Ensure feedback channels are safe, confidential, accessible, functional, and context-appropriate.
• Strengthen multiple feedback channels including hotlines, suggestion boxes, helpdesks, committees, and face-to-face mechanisms.
• Monitor CFM functionality and accessibility during field visits.

Feedback Handling & Data Management

• Ensure feedback is captured and categorized according to SOPs.
• Ensure timely responses to non-sensitive feedback.
• Escalate sensitive feedback, including safeguarding, protection, misconduct, and HSS concerns, within 24 hours.
• Maintain confidentiality, informed consent, and do-no-harm principles.
• Oversee secure and accurate CFM database management.
• Analyze feedback data to identify trends, risks, and programme improvement areas.
• Prepare monthly CFM reports and dashboards.

Capacity Building & Coordination

• Train, mentor, and provide technical assistance to staff and partners.
• Coordinate with programme, HR, protection, and management teams.
• Facilitate CFM review meetings.
• Support development of FAQs/knowledge bases.
• Contribute to donor proposals and CFM-related indicators.
• Represent NRC in relevant CFM/CEA coordination forums.

Community Engagement

• Support feedback days, FGDs, community meetings, and other engagement activities.
• Strengthen feedback-loop closure with communities.
• Promote inclusive community participation and engagement.

Key Skills & Competencies

• Strong analytical and problem-solving skills.
• Ability to handle high volumes of alerts using structured prioritization.
• Strong coordination and communication skills.
• Ability to manage multiple tasks and work under pressure.
• Understanding of accountability to affected populations and community engagement.
• Strong data management and reporting skills.
• Commitment to confidentiality, safeguarding, and humanitarian principles.

Application Requirements

Applicants should submit:

• Application letter
• Updated CV including daytime telephone number
• Contact details for three work-related referees
• Copies of relevant educational certificates
• Testimonials and work experience documents
• Copy of Kebele ID

How to Apply

Apply through the official NRC application portal:

Apply for Roving CFM Coordinator – NRC

⏰ Deadline: August 31, 2026 at 5:00 PM

NB: Only shortlisted candidates will be contacted.
👩 Female candidates are strongly encouraged to apply.
📌 On-the-job training will be provided.