Overview
The Community Feedback Mechanism Officer supports the implementation of BRCiS Consortium MEAL plans, standard operating procedures, and guidelines. The role ensures that BRCiS participants, community groups and wider communities can safely access trusted feedback channels and receive timely responses to complaints and feedback.
Key Responsibilities
- Contribute to the implementation and harmonisation of BRCiS CFM and CEA standard operating procedures, tools, referral pathways, reporting templates and guidance.
- Lead the operation of BRCiS feedback channels, including the BRCiS Call Centre.
- Engage with BRCiS participants, community groups and wider communities.
- Serve as the focal person for BRCiS CFM reporting across all Consortium projects.
- Coordinate the planning, coordination and implementation of BRCiS Call Centre surveys.
- Coordination of Talk to Loop (TTL) mechanisms.
- Maintain, clean and securely file CFM data in BRCiS systems.
- Provide quality assurance for project registration, monitoring, PDM, evaluation and CRM-related datasets.
- Ensure sensitive complaints are handled confidentially and escalated through appropriate NRC/BRCiS procedures.
- Prepare regular CFM reports, summaries and analysis.
- Contribute to capacity building of BRCiS Members, call centre enumerators and relevant staff on CFM/CEA.
- Promote safe, inclusive, and ethical engagement with communities.
- Provide administrative and operational support for BRCiS CMU MEAL-related payments.
- Promote the use of CRM/CFM data for learning, adaptive management, programme quality improvement, CRF design learning, risk management and accountability to affected populations.
- Ensure compliance with and adherence to NRC/BRCiS policies, guidance and procedures.
Required Experience
- Two to three years of relevant experience in accountability, CFM/CRM, CEA, safeguarding, protection, MEAL or data management, preferably in humanitarian or development settings.
- Experience supporting accountability, community engagement, feedback or monitoring systems in hard-to-reach or remote-managed areas.
- Experience working with local partners, consortium members and community structures in complex environments.
Qualifications
Bachelor's degree in social sciences, community development, development studies, statistics, information management, communications or a related field preferred.
