Community Feedback Mechanism Assistant

About the role

The Community Feedback Mechanism (CFM) Assistant supports NRC’s commitment to accountability by ensuring that community members can safely share feedback, ask questions, and raise concerns about programmes and services. Working at the country or area office level, the assistant helps manage hotlines, collect and document feedback, and ensure that community voices inform programme improvements.

Key responsibilities

• Receive, record, process and respond to feedback received through hotlines, boxes, helpdesks and digital platforms.
• Enter, maintain and clean feedback data in the CFM data management system while ensuring confidentiality and accuracy.
• Provide timely information to beneficiaries about NRC services and answer frequently asked questions.
• Support referrals and follow‑up with relevant programme staff and external partners.
• Monitor feedback cases to ensure timely closure and document all actions taken.
• Assist with filing, archiving and preparation of CFM reports.
• Conduct awareness sessions with communities and staff on the CFM approach and service mapping.
• Answer hotline calls, emails, social media or SMS messages and document feedback in real time.
• Collect feedback from community‑based channels such as boxes and outreach sessions.
• Perform spot checks on feedback mechanisms to ensure accessibility and inclusiveness.

Required profile

• Strong commitment to humanitarian principles and safeguarding.
• Excellent communication skills and ability to interact respectfully with diverse community members.
• Attention to detail and ability to handle sensitive information ethically.
• Ability to work collaboratively with programme and support teams.

Required skills

• Data entry
• Hotline management
• Record keeping