Community Feedback Mechanism Assistant

About the role

The Community Feedback Mechanism (CFM) Assistant supports NRC Yemen’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 collect, document, and follow‑up on 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 and physical boxes.
• 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 with filing, archiving and preparation of CFM reports.
• Conduct awareness sessions with communities and staff on the CFM approach and service mapping.
• Perform spot checks on feedback mechanisms to verify accessibility and inclusiveness.

Required profile

• Strong commitment to humanitarian principles and safeguarding.
• Excellent communication skills in English and Arabic, with ability to translate when needed.
• Attention to detail and ability to handle sensitive information ethically.
• Experience in data entry or managing feedback systems is an advantage.
• Ability to work collaboratively with programme teams and external partners.

Required skills