Norwegian Refugee Council (NRC) Job Vacancy 2026 – Community Feedback Mechanism Coordinator
Norwegian Refugee Council (NRC)
Addis Ababa, Addis Ababa, Ethiopia
Role description
The Norwegian Refugee Council (NRC) is seeking a qualified professional for the position of Community Feedback Mechanism (CFM) Coordinator in Addis Ababa, Ethiopia. The role is responsible for leading the implementation, oversight, and continuous improvement of NRC Ethiopia's community feedback mechanism and ensuring that feedback is systematically collected, managed, analyzed, and used to improve programme quality and accountability.
Community Feedback Mechanism Coordinator
Organization: Norwegian Refugee Council (NRC) Job Category: Community Engagement and Accountability (CEA) Job Type: Full-time Location: Addis Ababa, Ethiopia Job Identification: 21538 Posting Date: August 18, 2026 Application Deadline: August 31, 2026, 8:00 PM
Role Overview
The Community Feedback Mechanism Coordinator will lead and support the implementation of NRC's CFM systems across Ethiopia. The position will ensure that feedback channels are functional, safe, confidential, accessible, and appropriate to the context.
The role will also support the use of feedback data for programme learning, adaptation, decision-making, and organizational learning while strengthening staff and partner capacity in accountability and feedback management.
Key Responsibilities
CFM Implementation and Oversight
Ensure the country-office CFM complies with relevant NRC policies, including the CEA Policy, CFM Handbook, safeguarding and PSEAH policies, and data protection standards. Support the rollout, implementation, and continuous improvement of CFM systems, tools, and guidance. Ensure feedback is registered, triaged, assigned, referred, and closed according to applicable SOPs. Integrate CFM into programme design, implementation, and monitoring. Promote the use of feedback data for learning, programme adaptation, and decision-making. Contribute to organizational learning through analysis, reporting, and lessons learned. Build staff and partner capacity on CFM processes, safe feedback handling, and accountability principles. Ensure communities are aware of and able to access appropriate CFM channels. Promote safeguarding and PSEAH principles throughout CFM processes.
Area Office Support
Provide technical support to Area Office programme teams through regular field visits. Mentor and coach Area Office CFM focal points and programme staff. Identify implementation gaps and support Area Offices in improving the quality, timeliness, and compliance of feedback handling. Promote consistency in CFM implementation across Area Offices.
CFM System Strengthening
Support the rollout and operationalization of the CFM SOP across Area and Field Offices. Ensure CFM channels remain functional, safe, confidential, accessible, and context-appropriate. Strengthen the use of multiple feedback channels, including hotlines, suggestion boxes, helpdesks, committees, and face-to-face mechanisms. Support adaptation of feedback channels according to context and community preferences. Conduct field visits to monitor CFM functionality, risks, and accessibility.
Feedback Handling and Compliance
Ensure feedback is captured, categorized, and managed according to SOP procedures. Ensure timely follow-up and responses to non-sensitive feedback. Ensure sensitive feedback involving safeguarding, protection, misconduct, or other relevant concerns is escalated within 24 hours. Uphold confidentiality, informed consent, and do-no-harm principles.
Data Management, Analysis and Reporting
Oversee the CFM database and ensure accurate, timely, and secure data entry. Analyze feedback data to identify trends, risks, and opportunities for programme improvement. Produce monthly CFM reports and dashboards. Support programme teams in using feedback data for decision-making and programme adaptation.
Capacity Building and Coordination
Provide training, mentoring, and technical support to staff and partners on CFM. Serve as the technical focal point for CFM-related issues at country level. Coordinate with programme, HR, protection, and management teams on feedback handling. Facilitate regular CFM review meetings. Maintain an up-to-date FAQ or community-feedback knowledge base in coordination with programme teams. Contribute to donor proposals relating to CFM indicators and activities. Represent NRC in relevant CFM and CEA coordination forums.
Community Engagement and Accountability
Support proactive community engagement mechanisms such as feedback days, focus group discussions, and community meetings. Strengthen approaches for closing feedback loops with communities. Promote inclusive community participation and engagement.
Qualifications and Experience
Education
BA, MA, or MSc in Economics, Statistics, Business Administration, or a related field .
Professional Experience
Minimum 5 years of experience in the NGO sector , preferably in community feedback mechanisms, accountability, or community engagement. Previous experience managing CFMs at national level. Experience working in emergency or post-conflict settings. Experience supporting internally displaced persons (IDPs) and working in camp or remote-management environments. Experience implementing CFM systems in hard-to-reach or remotely managed areas. Experience facilitating capacity-building activities for diverse colleagues and local partner organizations.
Technical Skills
Strong knowledge of Community Engagement and Accountability (CEA), PSEA, child safeguarding, and the Core Humanitarian Standard (CHS). Strong data analysis and reporting skills. Excellent computer skills, particularly Microsoft Excel and other Microsoft Office applications. Ability to present data clearly, communicate findings concisely, and identify trends. Strong communication and analytical skills. Ability to handle confidential and sensitive information appropriately.
Language
Fluency in English , including speaking, reading, and writing. Knowledge of other languages is an asset.
Behavioral Competencies
The position requires the ability to:
Work effectively with people. Communicate with impact and respect. Analyze information and identify relevant trends. Plan and deliver results. Work under pressure and with limited supervision. Demonstrate patience, flexibility, and creativity. Initiate action and support change. Work independently while maintaining effective coordination with colleagues and partners.
About Norwegian Refugee Council
The Norwegian Refugee Council (NRC) is a global humanitarian organization supporting people forced to flee and working to assist and protect vulnerable and displaced populations affected by crises.
NRC emphasizes accountability, safeguarding, diversity, professional development, and meaningful engagement with affected communities.
Safeguarding
Safeguarding is central to NRC's work. Employees are expected to treat everyone with respect and dignity, contribute to a safe environment, and never engage in exploitation, harassment, or sexual exploitation, abuse and sexual harassment (SEAH). NRC maintains a zero-tolerance approach to inaction concerning exploitation, abuse, and SEAH.
Community Feedback Mechanism Coordinator
Organization: Norwegian Refugee Council (NRC) Job Category: Community Engagement and Accountability (CEA) Job Type: Full-time Location: Addis Ababa, Ethiopia Job Identification: 21538 Posting Date: August 18, 2026 Application Deadline: August 31, 2026, 8:00 PM
Role Overview
The Community Feedback Mechanism Coordinator will lead and support the implementation of NRC's CFM systems across Ethiopia. The position will ensure that feedback channels are functional, safe, confidential, accessible, and appropriate to the context.
The role will also support the use of feedback data for programme learning, adaptation, decision-making, and organizational learning while strengthening staff and partner capacity in accountability and feedback management.
Key Responsibilities
CFM Implementation and Oversight
Ensure the country-office CFM complies with relevant NRC policies, including the CEA Policy, CFM Handbook, safeguarding and PSEAH policies, and data protection standards. Support the rollout, implementation, and continuous improvement of CFM systems, tools, and guidance. Ensure feedback is registered, triaged, assigned, referred, and closed according to applicable SOPs. Integrate CFM into programme design, implementation, and monitoring. Promote the use of feedback data for learning, programme adaptation, and decision-making. Contribute to organizational learning through analysis, reporting, and lessons learned. Build staff and partner capacity on CFM processes, safe feedback handling, and accountability principles. Ensure communities are aware of and able to access appropriate CFM channels. Promote safeguarding and PSEAH principles throughout CFM processes.
Area Office Support
Provide technical support to Area Office programme teams through regular field visits. Mentor and coach Area Office CFM focal points and programme staff. Identify implementation gaps and support Area Offices in improving the quality, timeliness, and compliance of feedback handling. Promote consistency in CFM implementation across Area Offices.
CFM System Strengthening
Support the rollout and operationalization of the CFM SOP across Area and Field Offices. Ensure CFM channels remain functional, safe, confidential, accessible, and context-appropriate. Strengthen the use of multiple feedback channels, including hotlines, suggestion boxes, helpdesks, committees, and face-to-face mechanisms. Support adaptation of feedback channels according to context and community preferences. Conduct field visits to monitor CFM functionality, risks, and accessibility.
Feedback Handling and Compliance
Ensure feedback is captured, categorized, and managed according to SOP procedures. Ensure timely follow-up and responses to non-sensitive feedback. Ensure sensitive feedback involving safeguarding, protection, misconduct, or other relevant concerns is escalated within 24 hours. Uphold confidentiality, informed consent, and do-no-harm principles.
Data Management, Analysis and Reporting
Oversee the CFM database and ensure accurate, timely, and secure data entry. Analyze feedback data to identify trends, risks, and opportunities for programme improvement. Produce monthly CFM reports and dashboards. Support programme teams in using feedback data for decision-making and programme adaptation.
Capacity Building and Coordination
Provide training, mentoring, and technical support to staff and partners on CFM. Serve as the technical focal point for CFM-related issues at country level. Coordinate with programme, HR, protection, and management teams on feedback handling. Facilitate regular CFM review meetings. Maintain an up-to-date FAQ or community-feedback knowledge base in coordination with programme teams. Contribute to donor proposals relating to CFM indicators and activities. Represent NRC in relevant CFM and CEA coordination forums.
Community Engagement and Accountability
Support proactive community engagement mechanisms such as feedback days, focus group discussions, and community meetings. Strengthen approaches for closing feedback loops with communities. Promote inclusive community participation and engagement.
Qualifications and Experience
Education
BA, MA, or MSc in Economics, Statistics, Business Administration, or a related field .
Professional Experience
Minimum 5 years of experience in the NGO sector , preferably in community feedback mechanisms, accountability, or community engagement. Previous experience managing CFMs at national level. Experience working in emergency or post-conflict settings. Experience supporting internally displaced persons (IDPs) and working in camp or remote-management environments. Experience implementing CFM systems in hard-to-reach or remotely managed areas. Experience facilitating capacity-building activities for diverse colleagues and local partner organizations.
Technical Skills
Strong knowledge of Community Engagement and Accountability (CEA), PSEA, child safeguarding, and the Core Humanitarian Standard (CHS). Strong data analysis and reporting skills. Excellent computer skills, particularly Microsoft Excel and other Microsoft Office applications. Ability to present data clearly, communicate findings concisely, and identify trends. Strong communication and analytical skills. Ability to handle confidential and sensitive information appropriately.
Language
Fluency in English , including speaking, reading, and writing. Knowledge of other languages is an asset.
Behavioral Competencies
The position requires the ability to:
Work effectively with people. Communicate with impact and respect. Analyze information and identify relevant trends. Plan and deliver results. Work under pressure and with limited supervision. Demonstrate patience, flexibility, and creativity. Initiate action and support change. Work independently while maintaining effective coordination with colleagues and partners.
About Norwegian Refugee Council
The Norwegian Refugee Council (NRC) is a global humanitarian organization supporting people forced to flee and working to assist and protect vulnerable and displaced populations affected by crises.
NRC emphasizes accountability, safeguarding, diversity, professional development, and meaningful engagement with affected communities.
Safeguarding
Safeguarding is central to NRC's work. Employees are expected to treat everyone with respect and dignity, contribute to a safe environment, and never engage in exploitation, harassment, or sexual exploitation, abuse and sexual harassment (SEAH). NRC maintains a zero-tolerance approach to inaction concerning exploitation, abuse, and SEAH.