CFM Technical Assistant

Job Posting Organization:
The Norwegian Refugee Council (NRC) is a humanitarian organization established in 1946, dedicated to helping people forced to flee. With a mission to protect the rights of displaced individuals and provide assistance in various forms, NRC operates in multiple countries around the world, focusing on areas affected by conflict and disaster. The organization employs thousands of staff globally and is committed to ensuring that the needs of vulnerable populations are met through effective and efficient humanitarian responses.

Job Overview:
The CFM Technical Assistant plays a crucial role in supporting the Community Feedback Mechanism (CFM) at both the Country Office (CO) and Area Office (AO) levels. This position is responsible for overseeing the implementation of contextually appropriate feedback channels, such as phone hotlines, to ensure that community feedback is collected, recorded, and forwarded in a safe and ethical manner, adhering to the guidelines set forth in the global CFM Handbook. The Assistant is also tasked with raising community awareness about the feedback system and ensuring that it remains accessible, trusted, and responsive to the needs of affected individuals. Reporting to the MEAL Manager, the CFM Technical Assistant collaborates closely with the MEAL Officer and programme CFM focal points to facilitate the administration of NRC’s CFM, ensuring that feedback is handled effectively through a centralized mechanism and in accordance with NRC Libya's CFM Standard Operating Procedures (SOP).

Duties and Responsibilities:
The CFM Technical Assistant is responsible for a variety of tasks that include receiving, recording, processing, and responding to community feedback through various NRC channels such as hotlines, feedback boxes, helpdesks, and digital systems. The Assistant must enter, maintain, and clean feedback data in NRC’s CFM data management system, ensuring confidentiality, accuracy, and ethical handling of all feedback, particularly sensitive information. Additionally, the role involves providing accurate and timely information to project participants regarding NRC’s services and addressing frequently asked questions. The Assistant will also support referrals and follow-ups with relevant programme or support staff, monitor and track feedback to ensure timely closure, and document all actions taken. Other responsibilities include supporting awareness sessions on NRC’s CFM approach, compliance with NRC policies, and contributing to the implementation of Safe and Inclusive Programming (SIP) standards. Specific duties include answering hotline calls, collecting feedback from community-based channels, conducting spot checks on feedback mechanisms, and managing CFM volunteers. The Assistant may also be required to carry out additional tasks as delegated by the line manager.

Required Qualifications:
Candidates for the CFM Technical Assistant position should possess zero to one year of relevant experience in accountability, community engagement, or protection. A Bachelor’s Degree or relevant vocational training is required, along with knowledge of Community Engagement and Accountability (CEA), Protection from Sexual Exploitation and Abuse (PSEA), child safeguarding, and the Core Humanitarian Standard (CHS).

Educational Background:
The educational background required for this position includes a Bachelor’s Degree or relevant vocational training. This educational foundation is essential for understanding the complexities of community engagement and humanitarian response.

Experience:
The position requires candidates to have zero to one year of relevant experience in fields such as accountability, community engagement, or protection. This level of experience is crucial for effectively managing community feedback and ensuring that the feedback mechanisms are responsive and effective.

Languages:
Fluency in both spoken and written English and Arabic is mandatory for this position. Proficiency in these languages is essential for effective communication with community members and for documenting feedback accurately. Additional language skills may be considered an advantage but are not explicitly required.

Additional Notes:
The CFM Technical Assistant position is likely to be a full-time role, with responsibilities that may require working in an insecure environment. The role involves significant interaction with community members and requires strong communication skills. The position may also involve managing volunteers and ensuring their effective onboarding and performance. Compensation and benefits details are not specified in the job description, but candidates should be prepared for the challenges of working in a humanitarian context.