Community Feedback Mechanism Assistant

Location: Sana’a, Yemen

Job Description

The Community Feedback Mechanism is a key component of NRC’s commitment to Accountability to Affected Populations (AAP), ensuring that communities can safely provide feedback, ask questions, and raise concerns about NRC programmes and services. Through accessible and trusted communication channels, the CFM supports transparent dialogue between NRC and communities, strengthens programme quality, and promotes safeguarding and ethical conduct. The CFM Technical Assistant supports the implementation of these mechanisms by facilitating the safe collection, documentation, and follow-up of feedback, while helping ensure that community voices inform programme improvements and organisational learning

Responsibilities

The CFM Technical Assistant provides frontline support to NRC’s Community Feedback Mechanism (CFM) at Country Office (CO) or Area Office (AO) level. The role oversees contextually appropriate feedback channels, such as phone hotlines, ensuring that community feedback is collected, recorded, and forwarded safely and ethically in line with the global CFM Handbook guidelines. The Assistant also supports community awareness-raising and reporting, playing a key role in ensuring NRC’s feedback system is safe, accessible, trusted, and responsive to the needs of affected people. The position will focus on implementing the position responsibilities for NRC’s cash programmes.

Generic Responsibilities

1. Receive, record, process and respond to community feedback received through NRC’s channels (hotlines, boxes, helpdesks, digital systems).

2. Enter, maintain and clean feedback data in NRC’s CFM data management system.

3. Ensure confidentiality, accuracy, and ethical handling of feedback, especially sensitive feedback, per NRC CFM Handbook guidelines.

4. Provide accurate and timely information to project participants about NRC’s services, as well as responses to other frequently asked questions, as available.

5. Support referrals and follow-up with relevant programme or support staff both within NRC and externally.

6. Monitor and track feedback to ensure timely closure, document all actions taken, and follow up with the feedback provider as needed.

7. Support filing, archiving, and preparation of CFM reports.

8. Support awareness sessions with communities and staff on NRC’s CFM approach, service mapping and NRC representation in relevant external CEA coordination forums.

9. Compliance and adherence to NRC policies, guidance, and procedures, and a specific responsibility for the CFM policies (CEA, Safeguarding, Speak-Up), CFM Handbook, and procedures.

Specific Responsibilities

• Answer hotline calls, emails or social media/SMS messages and document feedback in real time.

• Collect and record feedback from community-based channels (boxes, desks, outreach sessions).

• Translate and support communication with community members when required.

• Conduct spot checks on feedback mechanisms to ensure accessibility and inclusiveness.

• Securely file, archive, and manage CFM records.

• Support logistics for CFM trainings and community sensitisation activities.

• Monitor and forward non-sensitive feedback to relevant programme teams or externally for follow up.

• Forward sensitive feedback immediately to relevant entities responsible for safe handling, e.g. to Speak Up for alleged misconduct, protection actors for protection reports, or HSS for health and safety incidents.

• Share field-level observations on accessibility, challenges, and good practices in feedback handling.

• Carry out any other tasks relevant to the function and the position as delegated by the line manager.

Critical Interfaces

Programme teams

Assign feedback, referrals (for new services), programme adaptation, learning and reporting.

MEAL teams

Use of CFM data for monitoring, learning, triangulation and outcome measurement.

Community leaders and project participants

Awareness raising and ensuring accessibility of channels.

Qualifications

The following are examples and can be adapted (i.e. irrelevant ones may be removed and others can be added). It is recommended to maintain a maximum of 10 generic professional competencies in the list.

• 1 to 2 year of relevant experience in accountability, MEAL, community engagement, or protection.

• Bachelor’s Degree or relevant vocational training.

• Knowledge of CEA, PSEA, child safeguarding, and the Core Humanitarian Standard (CHS).

• Good spoken and written English.

• Proficiency in Microsoft Office standard applications (Word, Excel, PowerPoint, Outlook) is required; experience with Microsoft 365 collaboration tools (e.g., SharePoint, Teams, OneDrive, Planner) is an advantage.

Behavioural Competencies

• Handling insecure environment

• Working with people

• Communication with impact and respect

• Analysing

• Coping with Change

Job Info

Job Identification: 21627
Job Category: Other
Posting Date: 09/03/2026, 06:52 AM
Apply Before: 09/17/2026, 04:59 PM
Job Schedule: Full time
Locations: Sana'a CO