Roving Community Feedback Mechanism (CFM) Coordinator

Job Description

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 is 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