Job Description

P.S: Please ensure that you fill in all details before submitting your application. Empty and incomplete applications will not be considered.

Qualified female candidates are particularly encouraged to apply.

Background:

NRC has provided first-line humanitarian response since 2021 through multisectoral activities in shelter, education, livelihoods and food security, and information, counselling, and legal assistance. Our focus is on supporting people in hard-to-reach areas, working in partnership with authorities and local actors. We are piloting cash-based interventions with displaced populations living in host communities. NRC offers a comprehensive response for returnees and IDPs of high need, addressing their food security, livelihood, shelter, education, ICLA, and water, hygiene and sanitation needs and also responding to emergencies through NRC’s six core competencies; Shelter, Education, Cash & Market Systems, WASH and Information, Counselling and Legal Assistance (ICLA) and Protection from Violence.

NRC Somalia is part of NRC’s East & South Africa regional operation, which comprises large-scale multi-country humanitarian and early recovery interventions spread across ten countries (Kenya, Somalia, Ethiopia, Djibouti, Eritrea, South Sudan, Uganda, Tanzania, Sudan and Mozambique).  NRC’s overall strategy in the region is to enhance protection and promote the rights of displaced people in humanitarian need by improving living conditions and seeking durable solutions. The regional office is based in Nairobi and works with country programmes to ensure standardization of programmatic and operational approaches, promote multi-country programming and ensure quality and coordination. 

The CFM Officer supports the implementation of BRCiS Consortium MEAL plans, standard operating procedures, and guidelines across the BRCiS Consortium, ensuring activities are executed in accordance with agreed protocols and timelines. The roles support the implementation, harmonization and continuous improvement of BRCiS Community feedback mechanism and Community Engagement and Accountability (CEA) systems, with a primary focus consortium-level complaints and feedback reporting,accountability, safeguards, learning, risk management and the use of community feedback for programme quality and management of community facing financing mechanisms.

This role ensures that BRCiS participants, community groups and wider communities can safely access trusted feedback channels, receive clear information on rights, entitlements and decision-making processes and obtain timely responses to complaints and feedback. The Officer coordinates with Consortium Members and third-party channels to strengthen consistent reporting, referral, response and closure of complaints and feedback, while ensuring sensitive complaints are handled confidentially and escalated through NRC safeguarding, Speak Up, PSEA and accountability procedures as well Talk to Loop mechanism.

Responsibilities

Generic responsibilities

• Contribute to the implementation and harmonisation of BRCiS CFM and CEA standard operating procedures, tools, referral pathways, reporting templates and guidance across Consortium projects, including CRF, Small Grants and related community financing pilots.

• Lead the operation of BRCiS feedback channels, including the BRCiS Call Centre, ensuring safe receipt, recording, categorisation, referral, follow-up, response and closure of complaints and feedback in line with agreed protocols.

• Engage with BRCiS participants, community groups and wider communities through field visits, community consultations, awareness sessions and the BRCiS Call Centre to strengthen trust, access and accountability.

• Serve as the focal person for BRCiS CFM reporting across all Consortium projects, utilizing channels such as Members toll number, Talk to Loop, or the BRCiS call centre. Responsibilities include consolidation, quality checks, analysis, and follow-up on identified reporting gaps

• Coordinate the planning, coordination and implementation of BRCiS Call Centre surveys, including CRF accountability checks, Small Grants feedback follow-up, community perception exercises, post-distribution follow-up and complaints verification activities.

• Coordination of Talk to Loop (TTL) mechanisms; close monitoring of complaints and feedback cases relevant to the BRCiS reported through TTL; follow-up on these cases with relevant Members; and reporting of Talk to Loop cases updates during the BRCiS CRM reporting cycle

• Maintain, clean and securely file CFM data in BRCiS systems, ensuring data quality, restricted access, confidentiality and compliance with NRC/BRCiS data protection requirements.

• Provide quality assurance for project registration, monitoring, PDM, evaluation and CRM-related datasets from an accountability, consent, call-back and feedback follow-up perspective.

• Ensure sensitive complaints, including safeguarding, SEA, child safeguarding, fraud, corruption, abuse and protection-related concerns, are handled confidentially and escalated through appropriate NRC/BRCiS procedures and referral pathways.

• Prepare regular CFM reports, summaries and analysis for BRCiS CMU, Consortium Members, donors and learning forums, highlighting trends, response status, unresolved issues and recommended corrective actions.

• Contribute to capacity building of BRCiS Members, call centre enumerators and relevant staff on CFM/CEA, ethical communication, sensitive complaint handling, data protection, referral pathways and accountability standards.

• Promote safe, inclusive, and ethical engagement with communities during all monitoring and assessment activities.

• Provide administrative and operational support for BRCiS CMU MEAL-related payments, including those for call centre operations, consultants, and workshops, ensuring compliance with financial and procurement procedures.

• Promote the use of CRM/CFM data for learning, adaptive management, programme quality improvement, CRF design learning, risk management and accountability to affected populations.

• Ensure compliance with and adherence to NRC/BRCiS policies, guidance and procedures, with specific responsibility for CEA, CFM, safeguarding, Speak Up, safe and inclusive programming, and data protection requirements and MEAL policies and procedures

Specific responsibilities

• Support CRF accountability and feedback processes by coordinating community information, complaints channels, call centre follow-up, verification calls, referral tracking, response documentation and analysis of accountability issues linked to Community Resilience Funds, Small Grants and other Consortium projects.
• Support the accountability, safeguards and learning components of CRF piloting by documenting feedback from community groups, identifying grievance trends, flagging risk and inclusion concerns, and feeding lessons into design, eligibility, reporting and follow-up mechanisms.
• Plan and coordinate BRCiS Call Centre surveys with the BRCiS IM/Digital Coordinator, BRCiS MEAL Officer and MEAL Manager, including call lists, sampling inputs, scripts, translations, enumerator briefings, call protocols, progress tracking, data quality checks and follow-up on urgent issues.
• Engage directly with BRCiS participants, community groups and communities through field visits and phone-based engagement to assess accessibility, safety and trust in feedback channels, with attention to barriers faced by women, men, girls, boys, displaced persons, marginalised groups and persons with disabilities.
• Coordinate with BRCiS Member CFM focal points and Talk to Loop to ensure complaints and feedback are referred to the right teams, responded to within agreed timelines, documented with appropriate evidence, and closed in line with BRCiS procedures.
• Support community awareness on available feedback channels, rights, entitlements, selection criteria, assistance packages, group financing processes, response timelines, confidentiality options and processes for reporting sensitive complaints safely.
• Coordinate day-to-day BRCiS Consortium CFM reporting, following up with Consortium Members on timely submissions, consistent categorization, referral status, response timelines, complaint closure and other relevant data requests.
• Analyse complaint and feedback trends, community perceptions, satisfaction levels, access barriers and recurring implementation issues, and provide concise recommendations to BRCiS CMU and Consortium Members for corrective action and learning.
• Maintain secure CFM records, grievance data, referral logs, call centre survey outputs and closure trackers in BRCiS filing systems, ensuring confidentiality and restricted access for sensitive information.
• Provide day-to-day technical guidance to call centre enumerators and Consortium Member focal points on respectful communication, informed consent, accurate data entry, safeguarding escalation, data protection and do-no-harm approaches.
• Work closely with IM/Digital Coordinator, MEAL Manager , BRCiS MEAL Officer, programme, call centre and Consortium Member teams to triangulate CFM findings with monitoring, PDM, evaluation, registration, group financing and programme performance data.
• Assist in organising CFM and CEA meetings, training, learning sessions and data review meetings, and document actions taken by BRCiS CMU and Members in response to community feedback.
• Support BRCiS project registration and evaluation data collection coordination from an accountability and data quality perspective, including review of participant or group contact lists, consent language, call-back arrangements, complaints referral arrangements and post-collection data checks.
• Carry out any other tasks relevant to the function and the position as delegated by the line manager.

Experiences and Qualifications

• Two to three years of relevant experience in accountability, CFM/CRM, CEA, safeguarding, protection, MEAL or data management, preferably in humanitarian or development settings.

• Bachelor's degree in social sciences, community development, development studies, statistics, information management, communications or a related field preferred.

• Knowledge of Community Engagement and Accountability, Accountability to Affected Populations, PSEA, child safeguarding, safe and inclusive programming, data protection and the Core Humanitarian Standard.

• Knowledge of quantitative and qualitative data collection and preliminary analysis

• Strong data entry, cleaning, preliminary analysis and documentation skills, including use of Excel and digital data collection platforms such as KoBo, ODK or ONA.

• Demonstrated ability to brief, train and technically supervise enumerators, community mobilisers or partner focal points.

• Strong coordination, communication, facilitation and report writing skills, with ability to work across multiple teams and organizations.

• Fluency in spoken and written English and Somali  is required.

• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) is required; experience with Microsoft 365 collaboration tools such as SharePoint, Teams, OneDrive and Planner is an asset.

   

   

Behavioral Competencies:

• Handling insecure environment

• Working with people

• Analyzing 

• Communication with impact and respect

• Coping with change 

• Planning and delivering results

• Coping with change

• Independence

   

Context/ Specific skills, knowledge and experience

• Familiarity with the humanitarian, displacement and resilience-building context in Somalia.

  Somalia market insights

• Experience supporting accountability, community engagement, feedback or monitoring systems in hard-to-reach or remote-managed areas.

• Experience working with local partners, consortium members and community structures in complex environments.

• Understanding of community-led programming, group-based support, small grants, self-help groups or community financing approaches is an advantage.

• Good understanding of community dynamics, inclusion barriers, social norms, protection risks and safe communication approaches in Somalia.

• Good cultural awareness and sensitivity, with proven ability to build and maintain positive working relationships with communities, colleagues and partner organizations.

• Highly approachable, trustworthy and capable of handling confidential and sensitive information with discretion.

• Knowledge of NGO operations and the dynamics of the humanitarian and resilience sector is an advantage.

• Strong organizational and team-working skills, with ability to manage multiple reporting deadlines and follow-up actions.

   

   

What We Offer:

• Duty station: Mogadishu 
• Contract duration: Open-Ended 
• Travel: 40% (BRCiS Operational Areas) 
• Salary/benefits: According to NRC’s salary scale and terms and conditions, terms and conditions.
• NRC is an equal opportunities employer. In the selection of our staff, we are committed to diversity without distinction to age, gender, religion, ethnicity, nationality, and physical ability.
• NRC may be required to verify the identity of its partners and to check that its partners have not been involved in illegal activities. NRC reserves the right to use electronic screening tools for this purpose. 

Skills Required

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