The CFM Technical Assistant provides frontline support to NRC’s Community Feedback Mechanism (CFM) at Country Office (CO) and Area Office (AO) level. The role oversees contextually appropriate feedback channels, such as phone hotlines, ensuring that community feedback is collected, recorded, and forwarded safely and ethically in line with the global CFM Handbook guidelines. The Assistant also supports community awareness-raising and reporting, playing a key role in ensuring NRC’s feedback system is safe, accessible, trusted, and responsive to the needs of affected people.
The position reports to the MEAL Manager and works closely with the MEAL Officer and prgramme CFM focal points to support the administration of NRC’s CFM. It assists in the overallfeedbackhandlingand managementoffeedback through a centralised mechanism and feedback channels, in line with the NRC Libya CFM Standard Operating Procedures (SOP).
The CFM Technical Assistant provides frontline support to NRC’s Community Feedback Mechanism (CFM) at Country Office (CO) and Area Office (AO) level. The role oversees contextually appropriate feedback channels, such as phone hotlines, ensuring that community feedback is collected, recorded, and forwarded safely and ethically in line with the global CFM Handbook guidelines. The Assistant also supports community awareness-raising and reporting, playing a key role in ensuring NRC’s feedback system is safe, accessible, trusted, and responsive to the needs of affected people.
The position reports to the MEAL Manager and works closely with the MEAL Officer and programme CFM focal points to support the administration of NRC’s CFM. It assists in the overallfeedbackhandlingand managementoffeedback through a centralized mechanism and feedback channels, in line with the NRC Libya CFM Standard Operating Procedures (SOP).
Receive, record, process and respond to community feedback received through NRC’s channels (hotlines, boxes, helpdesks, digital systems).
Enter, maintain and clean feedback data in NRC’s CFM data management system.
Ensure confidentiality, accuracy, and ethical handling of feedback, especially sensitive feedback, per NRC CFM Handbook guidelines.
Provide accurate and timely information to project participants about NRC’s services, as well as responses to other frequently asked questions, as available.
Support referrals and follow-up with relevant programme or support staff both within NRC and externally.
Monitor and track feedback to ensure timely closure, document all actions taken, and follow up with the feedback provider as needed.
Support filing, archiving, and preparation of CFM reports.
Support awareness sessions with communities and staff on NRC’s CFM approach, service mapping and NRC representation in relevant external CEA coordination forums.
Compliance and adherence to NRC policies, guidance, and procedures, and a specific responsibility for the CFM policies (CEA, Safeguarding, Speak-Up), CFM Handbook, and procedures.
Contribute to the implementation of Safe and Inclusive Programming (SIP) minimum standards within the CFM.
Answer hotline calls, emails or social media/SMS messages and document feedback in real time in the dedicated platform for that purpose.
Collect and record feedback from community-based channels (boxes, desks, outreach sessions).
Translate and support communication with community members when required.
Conduct spot checks on feedback mechanisms to ensure accessibility and inclusiveness.
Support logistics for CFM trainings and community sensitisation activities.
Monitor and forward non-sensitive feedback to relevant programme teams or externally for follow up.
Forward sensitive feedback immediately to relevant entities responsible for safe handling, e.g. to Speak Up for alleged misconduct, protection actors for protection reports, or HSS for health and safety incidents.
Share field-level observations on accessibility, challenges, and good practices in feedback handling.
Recruit, manage, and support CFM volunteers, including overseeing their onboarding, performance, and processing of payments.
Carry out any other tasks relevant to the function and the position as delegated by the line manager.
Zero to one year of relevant experience in accountability, community engagement, or protection.
Bachelor’s Degree or relevant vocational training.
Knowledge of CEA, PSEA, child safeguarding, and the Core Humanitarian Standard (CHS).
Fluency in spoken and written English and Arabic languages.
Proficiency in Microsoft Office standard applications (Word, Excel, PowerPoint, Outlook) is required; experience with Microsoft 365 collaboration tools (e.g., SharePoint, Teams, OneDrive, Planner) is an advantage.
Understanding of the Libyan humanitarian operational context.
Handling insecure environment
Working with people
Communication with impact and respect
Analyzing
Coping with Change
The Norwegian Refugee Council (NRC) is an independent humanitarian organisation helping people forced to flee.
We protect displaced people and support them as they build a new future. We started our relief efforts after World War Two. Today, we work in both new and protracted crises across 40 countries. We specialise in six areas: food security, education, shelter, legal assistance, protection from violence, and water, sanitation and hygiene.
We stand up for people forced to flee. NRC is a determined advocate for displaced people. We promote and defend displaced people's rights and dignity in local communities, with national governments and in the international arena. NRC’s Internal Displacement Monitoring Centre in Geneva is a global leader in monitoring, reporting on and advocating for people displaced within their own country.
We work with partners across the world through NORCAP, our global provider of humanitarian, development and peacebuilding expertise. NORCAP collaborates with local, national and international partners on finding sustainable solutions to meet the needs of people at risk.
Around 15,000 humanitarians work with the NRC. Most of us are hired locally to work in the field, and a small number are based at our head office in Oslo. Many of our colleagues were once themselves forced to flee their homes.
NRC assisted almost 9.1 million people worldwide in 2024, and with your support, we can help even more.
In order to meet the needs of more than 120 million displaced people worldwide, we need to unite forces across sectors and work together as one team. Through mutual partnerships we are dedicated to finding unique solutions for people who have been forced to flee, helping them build a sustainable future for themselves and their communities.
To find out how you can support our work, please visit nrc.no/corporate or send an e-mail to corporate@nrc.no.
