CFM Officer

Job Posting Organization:
The Norwegian Refugee Council (NRC) has been providing first-line humanitarian response since 2021, focusing on multisectoral activities such as shelter, education, livelihoods, security" style="border-bottom: 1px dotted #007bff !important;">security" style="border-bottom: 1px dotted #007bff !important;">food security, and legal assistance. NRC operates in hard-to-reach areas and collaborates with local authorities and actors. The organization is piloting cash-based interventions for displaced populations and offers comprehensive responses for returnees and internally displaced persons (IDPs). NRC Somalia is part of a larger East & South Africa regional operation, which spans ten countries including Kenya, Ethiopia, and South Sudan, with a mission to enhance protection and promote the rights of displaced individuals in need.

Job Overview:
The CFM Officer plays a crucial role in implementing the BRCiS Consortium's Monitoring, Evaluation, Accountability, and Learning (MEAL) plans and standard operating procedures. This position is responsible for ensuring that activities are executed according to established protocols and timelines. The officer will focus on the implementation and continuous improvement of the Community Feedback Mechanism (CFM) and Community Engagement and Accountability (CEA) systems, with an emphasis on managing complaints and feedback reporting at the consortium level. The role ensures that community members can safely access feedback channels and receive timely responses to their concerns, thereby enhancing program quality and accountability.

Duties and Responsibilities:
The CFM Officer will contribute to the harmonization of CFM and CEA procedures across various projects, lead the operation of feedback channels, and engage with community groups to strengthen trust and accountability. Responsibilities include managing the BRCiS Call Centre, coordinating surveys, maintaining CFM data, preparing reports, and providing capacity building for consortium members. The officer will also ensure sensitive complaints are handled confidentially and escalated appropriately, analyze feedback trends, and promote ethical engagement with communities during monitoring activities. Additionally, the officer will support the planning and coordination of accountability processes linked to community resilience funds and small grants.

Required Qualifications:
Candidates must have two to three years of relevant experience in accountability, CFM/CRM, CEA, safeguarding, or data management, preferably in humanitarian settings. A bachelor's degree in social sciences, community development, or a related field is preferred. Knowledge of community engagement, accountability standards, and data protection is essential. Strong data entry and analysis skills, as well as proficiency in Microsoft Office and digital data collection platforms, are required. Candidates should also possess strong communication and facilitation skills, with the ability to work collaboratively across teams.

Educational Background:
A bachelor's degree in social sciences, community development, development studies, statistics, information management, communications, or a related field is preferred for this position. This educational background will provide the necessary foundation for understanding community dynamics and engagement strategies.

Experience:
The position requires two to three years of relevant experience in accountability, community engagement, feedback mechanisms, or monitoring systems, ideally within humanitarian or development contexts. Experience in working with local partners and community structures in complex environments is advantageous.

Languages:
Fluency in spoken and written English and Somali is mandatory for this position. Proficiency in additional languages may be considered an asset but is not required.

Additional Notes:
The duty station for this position is Mogadishu, with a contract duration that is open-ended. The role involves approximately 40% travel to BRCiS operational areas. Compensation will be according to NRC’s salary scale and terms. NRC is committed to diversity and encourages qualified female candidates to apply. The organization does not charge any fees during the recruitment process and emphasizes the importance of submitting complete applications.