Overview
The CFM Technical Assistant provides frontline support to NRC’s Community Feedback Mechanism (CFM) at Country Office (CO) and Area Office (AO) level, ensuring community feedback is collected, recorded, and forwarded safely and ethically.
Key Responsibilities
- Receive, record, process and respond to community feedback received through NRC’s channels.
- Enter, maintain and clean feedback data in NRC’s CFM data management system.
- Ensure confidentiality, accuracy, and ethical handling of feedback.
- Provide accurate and timely information to project participants about NRC’s services.
- Support referrals and follow-up with relevant programme or support staff.
- Monitor and track feedback to ensure timely closure.
- Support filing, archiving, and preparation of CFM reports.
- Support awareness sessions with communities and staff on NRC’s CFM approach.
- Answer hotline calls, emails or social media/SMS messages and document feedback in real time.
- Collect and record feedback from community-based channels.
- Translate and support communication with community members when required.
- Conduct spot checks on feedback mechanisms.
- Support logistics for CFM trainings and community sensitisation activities.
- Monitor and forward non-sensitive feedback to relevant programme teams or externally.
- Forward sensitive feedback immediately to relevant entities responsible for safe handling.
- Share field-level observations on accessibility, challenges, and good practices in feedback handling.
- Recruit, manage, and support CFM volunteers.
- Carry out any other tasks relevant to the function and the position as delegated by the line manager.
Required Experience
Zero to one year of relevant experience in accountability, community engagement, or protection.
Qualifications
- Bachelor’s Degree or relevant vocational training.
- Knowledge of CEA, PSEA, child safeguarding, and the Core Humanitarian Standard (CHS).
