Community Feedback Mechanism Team Leader Yemen
Grade: Professional · Schedule: Full time
The CFM Team Leader provides leadership, technical guidance, and operational oversight of NRC’s Community Feedback Mechanism (CFM) at country level. The role supervises the CFM Assistants and ensures coherent, consistent, and ethical management of feedback across the Country Office’s (CO) CFM.
The role upholds NRC’s CFM commitments by ensuring the provision of accessible, safe, and effective feedback channels.
Generic Responsibilities
Line management responsibilities for directly reporting staff. This includes:
The performance management process: setting clear goals aligned to country strategy and priorities and supporting staff to achieve them.
Key processes for workforce planning: recruitment, induction, staff development and ensuring Duty of Care for all team members.
To be responsible for CFM support to Area Office (AO) colleagues with CFM responsibilities and develop relevant CFM training including coaching of new positions to ensure they meet NRC’s CFM standards. Also contribute to the induction of new staff with a role in the CFM processes.
Support in the design, institutionalization, and continuous improvement of NRC’s CFM strategy at CO level.
Ensure all feedback channels (helplines, hotlines, digital platforms, community boxes, helpdesks) are functional, accessible, and trusted.
Guarantee confidentiality and safe handling of all feedback, especially sensitive cases (SEAH – Sexual Exploitation, Abuse, and Harassment, child safeguarding, fraud).
Ensure integration of CFM data with Monitoring, Evidence, Accountability and Learning (MEAL), Project Cycle Management (PCM), and programme learning systems.
Support in providing technical inputs for proposals and donor reporting related to CFMs.
Produce regular CO-level CFM reports, including analysis of trends.
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.
Specific Responsibilities
Develop and update national CFM Standard Operating Procedures (SOPs), tools, and referral pathways for feedback management.
Provide line management and technical supervision to the CFM team, including CFM Assistants responsible for receiving, documenting, and initially processing complaints and feedback received through calls, in-person interactions, and other channels, while ensuring adherence to confidentiality, timeliness, and quality standards.
Oversee the daily operations of the centralized CFM Center, including workload management, quality control of case logging and classification, and coordination of timely referrals and loop closure.
Conduct regular field visits to displacement camps and project sites to monitor CFM implementation, engage directly with affected communities, and identify gaps in feedback channels.
Supervise the daily operation of centralized community feedback channels and databases.
Provide technical oversight and guidance on handling sensitive feedback.
Ensure awareness raising campaigns are inclusive and reach women, men, children, persons with disabilities, and any other identified at-risk groups.
Support partner harmonization of CFMs, ensuring alignment with NRC standards.
Organize induction and refresher trainings for NRC staff on CFMs.
Carry out any other tasks relevant to the function and the position as delegated by the line manager.
Scale and Scope of the Position
Financial responsibility:
CFM unit staffing: budgeting for, and advocating to ensure, adequate funds are allocated for the required CFM positions (if the position is the highest CO CFM position).
CFM budget lines: budgeting, engaging and monitoring budget lines allocated to CFM activities.
Resources responsibility:
DCH and CFM systems
NRC People (People and Organization Management System), Unit 4 (Finance)
Critical Interfaces
Programme teams
Assign feedback, referrals (for new services), programme adaptation, learning and reporting.
MEAL teams
Use of CFM data for monitoring, learning, triangulation and outcome measurement.
Partners and consortium members
Harmonization of CFM systems, technical support or joint approaches.
Grants
Ensure understanding, planning, and compliance with CFM requirements across donor-funded projects
Other Functions (Information and Communication Technology, People and Organisation, Humanitarian Access and Safety)
Data protection, management of CFM systems and digital infrastructure, and handling of sensitive cases.
Generic Professional Competencies
Minimum 4 years of relevant experience in accountability, safeguarding, protection, community engagement or MEAL.
Bachelor’s or Master's Degree in relevant field.
Previous experience in managing CFMs at national level.
Strong knowledge of CEA, PSEA, child safeguarding, and the Core Humanitarian Standard (CHS).
Working experience in emergency or post-conflict settings, with experience supporting IDPs and working in camp or remote management environments.
Skilled in data analysis, interpretation of trends, and communication of findings.
Experience in mobile and online data collection systems and in data management and analysis platforms.
Experience handling sensitive community feedback in line with data protection principles.
Proficiency in facilitating participatory discussions, learning workshops, and capacity-building activities.
Working knowledge of English, both written and verbal.
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.
Context-Related Skills, Knowledge, and Experience
Familiarity with the political and humanitarian context in Yemen.
Experience implementing CFM systems in hard-to-reach or remote-managed areas.
Experience with local partners capacity strengthening in complex or sensitive environments.
Behavioral Competencies
Handling insecure environment
Working with people
Analyzing
Communication with impact and respect
Coping with change
Leadership Profile Competencies:
Build meaningful relations
Empower people
Act with integrity
Deliver results
Apply on the Norwegian Refugee Council website