Community Feedback Mechanism Assistant

About the role

The Community Feedback Mechanism (CFM) Assistant provides frontline support to NRC’s feedback system in Yemen, ensuring that community members can safely share their views, questions and concerns. The role contributes to transparent dialogue, programme quality and safeguarding by managing feedback channels and facilitating timely follow‑up.

Key responsibilities

• Receive, record, process and respond to feedback received via hotlines, boxes, helpdesks and digital platforms.
• Enter, maintain and clean feedback data in the CFM data management system while ensuring confidentiality and ethical handling.
• Provide accurate 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 for communities and staff on the CFM approach and service mapping.
• Answer hotline calls, emails, SMS or social‑media messages and document feedback in real time.
• Collect feedback from community‑based channels such as boxes and outreach sessions.
• Translate communications and conduct spot checks to ensure accessibility and inclusiveness of feedback mechanisms.

Required profile

• Ability to handle confidential and sensitive information in line with NRC CFM Handbook guidelines.
• Strong attention to detail for accurate data entry and documentation.
• Good communication skills to interact with community members and programme staff.

Required skills

What we offer

• Opportunity to work within a respected humanitarian organization.
• Contribution to improving programme quality and safeguarding for affected populations.