Community Feedback Mechanism Coordinator – Addis Ababa

About the role

The Community Feedback Mechanism (CFM) Coordinator will lead the implementation, oversight and continuous improvement of NRC’s feedback system in Ethiopia. This role ensures that community feedback is systematically collected, analysed and used to enhance programme quality, safety and relevance.

Key responsibilities

• Ensure the CFM complies with NRC policies, including CEA, safeguarding (PSEAH) and data protection standards.
• Support rollout, implementation and improvement of CFM tools, channels and guidance across all Area Offices.
• Register, triage, assign, refer and close feedback according to SOPs, integrating feedback into programme design and monitoring.
• Promote use of feedback data for learning, adaptation and decision‑making.
• Provide technical support, mentorship and coaching to AO programme teams and CFM focal points.
• Strengthen CFM channels (hotline, suggestion boxes, helpdesks, committees, face‑to‑face) to be functional, safe, confidential and context‑appropriate.
• Oversee data management, ensuring accurate entry, analysis of trends and production of monthly reports and dashboards.
• Uphold safeguarding principles, ensuring confidentiality, informed consent and do‑no‑harm in all feedback processes.

Required profile

• Familiarity with NRC CEA Policy, CFM Handbook, safeguarding (PSEAH) Policy and data protection standards.
• Experience providing technical support and capacity‑building on feedback mechanisms in humanitarian settings.
• Ability to monitor and improve CFM functionality, risks and accessibility through field visits.
• Strong analytical skills to identify trends, risks and programme improvement areas.

Required skills