Community Feedback Mechanism Assistant

About the role

The Community Feedback Mechanism (CFM) Technical Assistant supports NRC’s commitment to accountability by ensuring that community members in Yemen can safely provide feedback, ask questions, and raise concerns about NRC programmes, especially cash assistance. The role facilitates the collection, documentation, and follow‑up of feedback through hotlines, boxes, helpdesks and digital channels.

Key responsibilities

• Receive, record, process and respond to community feedback received via hotlines, email, SMS, social media, boxes and helpdesks.
• Enter, maintain and clean feedback data in the CFM data management system, 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 status, document actions taken and ensure timely closure.
• Assist in filing, archiving and preparing CFM reports.
• Conduct awareness sessions with communities and staff on the CFM approach and service mapping.
• Perform spot checks on feedback mechanisms to ensure accessibility and inclusiveness.

Required profile

• Experience handling community feedback and maintaining confidential records.
• Familiarity with NRC’s CFM Handbook, safeguarding and Speak‑Up policies.
• Strong communication skills for interacting with beneficiaries and staff.
• Ability to work collaboratively with programme and support teams.

Required skills