Roving Community Feedback Mechanism (CFM) Coordinator

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 Roving Community Feedback Mechanism (CFM) Coordinator i s 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. The coordinator acts as the country-level focal point for CFM, while providing direct, hands-on technical support to AOs through regular field travel. They ensure that feedback is handled in line with SOPs and NRC standards, that sensitive feedback is safely handled and escalated within 24 hours, and that communities have access to safe, accessible, and trusted feedback channels. The role strengthens the capacity of AO teams, promotes consistency in CFM implementation, and ensures that feedback data is used to inform programme adaptation and decision-making. The position also contributes to strengthening a broader culture of Community Engagement and Accountability (CEA) across NRC Ethiopia. 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 CFM SOP across all Area and Field Offices.  Ensure CFM channels are functional, safe, confidential, accessible, and context-appropriate  Strengthen use of multiple channels (hotline, suggestion boxes, helpdesks, committees, face-to-face, etc.)  Support adaptation of CFM channels based on context and community preferences Conduct regular field visits to monitor CFM functionality, risks, and accessibility Data Management Feedback Handling & Compliance Ensure all feedback is captured, categorized, and managed in line with SOP procedures  Ensure timely follow-up and response to non-sensitive feedback  Ensure immediate escalation (within 24 hours) of sensitive feedback (safeguarding, protection, misconduct, HSS)  Ensure confidentiality, informed consent, and do no harm principles are upheld Data Management, Analysis & Reporting Oversee the CFM database, ensuring accurate, timely, and secure data entry  Analyze feedback data to identify trends, risks, and programme improvement areas  Produce monthly CFM reports and dashboards Support programme teams in using feedback data for decision-making and adaptation Capacity Building & Coordination Provide training, mentoring, and technical support to staff and partners on CFM  Act as technical focal point for CFM-related issues at country level  Coordinate with programme, HR, protection, and management teams on feedback handling  Facilitate regular CFM review meetings to track open cases and trends Ensure a Frequently Asked Questions (FAQ) or CC knowledge base is up to date in coordination with programme teams Contribute to reviewing donor proposals, focusing on CFM-related indicators and activities Represent NRC at relevant CO CFM/CEA external coordination fora Community Engagement & Accountability Support implementation of proactive engagement mechanisms (e.g. feedback days, FGDs, community meetings)  Strengthen approaches to closing feedback loops with communities  Promote community participation and inclusive engagement practices