Community Feedback Mechanism Team Leader

About the role

The Community Feedback Mechanism (CFM) Team Leader provides leadership, technical guidance and operational oversight of NRC’s CFM at country level, supervising CFM Assistants and ensuring ethical management of feedback across the Country Office.

Key responsibilities

• Lead line‑management processes: set goals, manage performance, recruit, induct and develop staff while ensuring duty of care.
• Ensure all feedback channels (helplines, hotlines, digital platforms, community boxes, helpdesks) are functional, accessible, confidential and trusted.
• Develop and update national CFM SOPs, tools and referral pathways; supervise daily CFM centre operations and quality control of case logging.
• Conduct field visits to displacement camps and project sites to monitor implementation and identify gaps.
• Integrate CFM data with MEAL, PCM and programme learning systems; produce regular CO‑level reports and support donor reporting.

Required profile

• Minimum 4 years of experience in accountability, safeguarding, protection, community engagement or MEAL, with previous national‑level CFM management.
• Bachelor’s or Master’s degree in a relevant field and strong knowledge of CEA, PSEA, child safeguarding and the Core Humanitarian Standard.
• Experience working in emergency or post‑conflict settings, supporting IDPs and operating in remote or camp environments.

Required skills

• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Outlook) and Microsoft 365 collaboration tools (SharePoint, Teams, OneDrive, Planner).
• Experience with mobile and online data collection systems, data management and analysis platforms.
• Strong data analysis and trend interpretation skills, including handling sensitive feedback in line with data‑protection principles.