Community Feedback Mechanism Coordinator Ethiopia Addis Ababa

Role and responsibilities

As a humanitarian organization, NRC is committed to accountability to affected people by ensuring meaningful engagement, safe and confidential feedback channels, and timely responses to community concerns. The Community Feedback Mechanism (CFM) Coordinators responsible for leading the implementation, oversight, and continuous improvement of the CFM in NRC Ethiopia. The role ensures that feedback from project participants is systematically collected, recorded, analyzed, and used to improve the quality, safety, and relevance of programmes.

Competencies

Competencies are important for the employee and the organization to deliver desired results. They are relevant for all staff and are divided into the following two categories:

Professional competencies

These skills, knowledge, and experience are important for effective performance.

Generic professional competencies for this position:

• BA/MA/MSc in Economics, Statistics, Business administration, and other related fields
• Minimum 5 years’ experience in NGO sector, preferably in CFM, accountability, or community engagement.
• Previous experience in managing CFMs at national level.
• Strong knowledge of CEA, PSEA, child safeguarding, and the Core Humanitarian Standard (CHS).
• Working experience in emergency or post-conflict settings, with experience supporting IDPs and working in camp or remote management environments.
• Strong data analysis and reporting skills
• Excellent computer knowledge with command on MS Excel among other packages of MS Office.
• Ability to present data and convey information clearly and concisely and identify trends
• Experience in facilitating the capacity-building efforts of diverse colleagues, including local partner agencies.
• Demonstrated ability to transfer knowledge to diverse audiences through training, mentoring, and other formal and non-formal methods.
• Fluency in English (speaking, reading, writing), other languages is an asset
• Computer skills, including MS Office (Word, Excel, PowerPoint)

Context related skills, knowledge, and experience (shall be adapted to the specific position):

• Familiarity with the political and humanitarian context in Ethiopia.
• Experience implementing CFM systems in hard-to-reach or remote-managed areas.
• Strong analytical and communications skills
• Ability to receive and handle confidential and sensitive information (highly approachable, trustworthy, and confidential)
• Strong management skills (ability to demand results and be empathetic, non-defensive but decisive, firm, and resilient)
• Experience and ability to train others and transfer knowledge
• Familiarity with NRC’s core competencies is an asset

Behavioral competencies

• Working with people
• Communicate with impact and respect
• Analyzing
• Planning and delivering results
• Ability to work under pressure, independently, and with limited supervision
• Patient, flexible and creative
• Initiating action and change

Generic 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

Specific responsibilities

AO Support & Roving Role

• 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

CFM System Strengthening

• Support rollout and operationalization of the