Community Feedback Mechanism Coordinator

About the role

The Norwegian Refugee Council is seeking a Community Feedback Mechanism (CFM) Coordinator for its Ethiopia operations in Addis Ababa. The coordinator will lead the design, implementation and continuous improvement of feedback channels that enable affected communities to share concerns safely and confidentially.

Key responsibilities

• Oversee the CFM in line with NRC policies, safeguarding (PSEAH) and data protection standards.
• Support rollout, operationalisation and regular updating of CFM tools, SOPs and guidance across all Area Offices.
• Ensure all feedback is recorded, triaged, assigned, referred and closed according to standard procedures.
• Integrate feedback data into programme design, monitoring and decision‑making, and produce regular analysis and reports.
• Provide technical support, mentorship and capacity‑building to programme teams and AO CFM focal points through field visits.
• Maintain functional, confidential and context‑appropriate feedback channels (hotline, suggestion boxes, helpdesks, committees, face‑to‑face).
• Guarantee timely escalation of sensitive feedback (safeguarding, protection, misconduct) within 24 hours.
• Uphold PSEAH and do‑no‑harm principles throughout all CFM processes.

Required profile

• Experience working in humanitarian programmes with a focus on community accountability and feedback.
• Familiarity with safeguarding (PSEAH) and data protection standards.
• Proven ability to coach staff and partners on feedback mechanisms.
• Strong analytical mindset for interpreting feedback trends.

Required skills

What we offer

• Opportunity to influence programme quality and safety for vulnerable populations.
• Collaboration with a global humanitarian organization.
• Professional development in feedback and accountability systems.