Community Feedback Mechanism Officer (Humanitarian)

TL;DR

Community Feedback Mechanism Officer (MEAL/Humanitarian): Implementing and harmonizing community feedback and accountability systems across the BRCiS Consortium with an accent on complaint reporting, safeguards, and risk management. Focus on coordinating feedback channels, analyzing community perceptions, and ensuring timely responses to grievances to improve programme quality.

Location: Must be based in Mogadishu, Somalia (National Role)

Company

hirify.global (NRC) is a humanitarian organization providing first-line response in shelter, education, livelihoods, and legal assistance to displaced populations.

What you will do

• Lead the operation of BRCiS feedback channels, including the Call Centre and Talk to Loop, ensuring safe recording and closure of complaints.
• Coordinate the harmonization of CFM and CEA standard operating procedures, referral pathways, and reporting templates across Consortium projects.
• Engage with participants and community groups through field visits and consultations to strengthen trust and accountability.
• Analyze complaint trends and community perceptions to provide recommendations for adaptive management and programme quality.
• Ensure sensitive complaints regarding safeguarding, PSEA, and fraud are handled confidentially and escalated through correct protocols.
• Maintain and clean CFM datasets using Excel and digital tools such as KoBo, ODK, or ONA.

Requirements

• 2-3 years of experience in accountability, CFM/CRM, CEA, safeguarding, or MEAL, preferably in humanitarian settings.
• Bachelor's degree in social sciences, community development, statistics, communications, or a related field.
• Fluency in spoken and written English and Somali is required.
• Proficiency in Microsoft Office and digital data collection platforms (KoBo, ODK, or ONA).
• Must be based in Mogadishu, Somalia.
• Knowledge of the Core Humanitarian Standard, PSEA, and child safeguarding.

Nice to have

• Familiarity with the humanitarian and resilience-building context in Somalia.
• Experience supporting monitoring systems in hard-to-reach or remote-managed areas.
• Understanding of community-led programming and small grants approaches.

Culture & Benefits

• Open-ended contract duration.
• Commitment to diversity as an equal opportunities employer.
• Dynamic field-based role with approximately 40% travel to operational areas.
• Competitive compensation according to NRC’s salary scale.