Community Feedback Mechanism Coordinator

Job Posting Organization:
The Norwegian Refugee Council (NRC) is a global humanitarian organization that has been operational since 194

• It is dedicated to helping people who are forced to flee their homes due to conflict and crises. NRC operates in approximately 31 countries and employs around 14,000 staff members. The organization is committed to a rights-based approach, advocating for the rights of displaced individuals as outlined in national and international laws. NRC emphasizes the principles of humanity, neutrality, independence, and impartiality in its operations, striving to secure acceptance from local stakeholders and promote durable solutions for vulnerable populations. NRC Geneva plays a crucial role in coordinating donor engagement and representation with UN agencies, focusing on protecting and assisting displaced individuals during crises, particularly in conflict situations.

Job Overview:
The Community Feedback Mechanism (CFM) Coordinator is a pivotal role within NRC Ethiopia, responsible for leading the implementation and continuous improvement of the CFM. This position is essential for ensuring that feedback from project participants is systematically collected, recorded, analyzed, and utilized to enhance the quality, safety, and relevance of NRC's programs. The CFM Coordinator will ensure adherence to NRC policies, including the CEA Policy, CFM Handbook, and safeguarding standards, while promoting meaningful engagement with affected communities. The role involves supporting the rollout of CFM systems, tools, and guidance, ensuring that feedback is registered and managed according to standard operating procedures (SOPs). The CFM Coordinator will also contribute to organizational learning through data analysis and reporting, and build the capacity of staff and partners on CFM processes and accountability principles.

Duties and Responsibilities:
The duties and responsibilities of the Community Feedback Mechanism Coordinator include:

• Ensuring adherence to NRC policies related to CFM, including the CEA Policy and safeguarding standards.
• Supporting the rollout and continuous improvement of CFM systems and tools across all Area Offices (AOs).
• Ensuring that all feedback is registered, triaged, assigned, referred, and closed according to relevant SOPs.
• Promoting the use of feedback data for learning and program decision-making.
• Building the capacity of staff and partners on CFM processes and accountability principles.
• Providing direct technical support to Area Office program teams through regular field visits.
• Mentoring and coaching AO CFM focal points and program staff.
• Conducting regular field visits to monitor CFM functionality and accessibility.
• Overseeing the CFM database and ensuring accurate data entry and analysis. 1
• Producing monthly CFM reports and dashboards to support program teams in decision-making. 1
• Facilitating regular CFM review meetings and coordinating with various teams on feedback handling. 1
• Supporting community engagement initiatives to strengthen feedback loops and promote inclusive practices.

Required Qualifications:
The required qualifications for the Community Feedback Mechanism Coordinator position include:

• A BA/MA/MSc in Economics, Statistics, Business Administration, or related fields.
• A minimum of 5 years of experience in the NGO sector, preferably in CFM, accountability, or community engagement.
• Previous experience managing CFMs at a national level.
• Strong knowledge of CEA, PSEA, child safeguarding, and the Core Humanitarian Standard (CHS).
• Experience working in emergency or post-conflict settings, particularly with internally displaced persons (IDPs).
• Strong data analysis and reporting skills, with proficiency in MS Excel and other MS Office applications.
• Ability to present data clearly and identify trends.
• Experience in capacity-building efforts for diverse colleagues and local partner agencies.
• Fluency in English (speaking, reading, writing); knowledge of additional languages is an asset.

Educational Background:
Candidates for the Community Feedback Mechanism Coordinator position should possess a BA/MA/MSc in relevant fields such as Economics, Statistics, Business Administration, or other related disciplines. This educational background is essential for understanding the complexities of data management, analysis, and program implementation within the humanitarian context.

Experience:
The position requires a minimum of 5 years of experience in the NGO sector, with a strong preference for candidates who have worked specifically in Community Feedback Mechanisms, accountability, or community engagement roles. Experience managing CFMs at a national level is crucial, as is familiarity with emergency or post-conflict settings, particularly in relation to supporting IDPs and working in challenging environments.

Languages:
Fluency in English is mandatory for this position, encompassing speaking, reading, and writing skills. Proficiency in additional languages is considered an asset, enhancing communication with diverse communities and stakeholders.

Additional Notes:
The Community Feedback Mechanism Coordinator position is a full-time role based in Addis Ababa, Ethiopia. NRC emphasizes a supportive culture and open dialogue with management, fostering professional growth and innovative teamwork. The organization is committed to diversity, equity, and inclusion, and expects all employees to uphold safeguarding principles, treating everyone with respect and dignity, and contributing to a safe environment free from exploitation and harassment.