The Community Feedback Mechanism is a key component of NRC’s commitment to Accountability to Affected Populations (AAP), ensuring that communities can safely provide feedback, ask questions, and raise concerns about NRC programmes and services. Through accessible and trusted communication channels, the CFM supports transparent dialogue between NRC and communities, strengthens programme quality, and promotes safeguarding and ethical conduct. The CFM Assistant supports the implementation of these mechanisms by facilitating the safe collection, documentation, and follow-up of feedback, while helping ensure that community voices inform programme improvements and organisational learning Responsibilities The CFM Assistant provides frontline support to NRC’s Community Feedback Mechanism (CFM) at Country Office (CO) or 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 will focus on implementing the position responsibilities for NRC’s cash programmes. Generic Responsibilities 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. Specific Responsibilities Answer hotline calls, emails or social media/SMS messages and document feedback in real time. 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. Securely file, archive, and manage CFM records. 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. Carry out any other tasks relevant to the function and the position as delegated by the line manager. 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. Community leaders and project participants Awareness raising and ensuring accessibility of channels. Qualifications The following are examples and can be adapted (i.e. irrelevant ones may be removed and others can be added). It is recommended to maintain a maximum of 10 generic professional competencies in the list. 1 to 2 year of relevant experience in accountability, MEAL, community engagement, or protection. Bachelor’s Degree or relevant vocational training. Knowledge of CEA, PSEA, child safeguarding, and the Core Humanitarian Standard (CHS). Good spoken and written English. 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. Behavioural Competencies Handling insecure environment Working with people Communication with impact and respect Analysing Coping with Change

Background NRC Yemen’s South Area Office implements a diverse portfolio of humanitarian programmes and grants across all NRC Core Competencies. Effective programme delivery and reporting require consistent, accurate and timely information flows from field activities to area- and country-level systems. The Information Management Assistant is a cross-cutting position that supports programme and MEAL teams with routine data collection, data quality checks, database and tracker maintenance, beneficiary registration and verification, basic analysis, and GORS reporting. The position works under the supervision of the MEAL Coordinator – South Area and receives technical guidance from the Country Office Information Management Officer and GORS Focal Point. Responsibilities Roles and Responsibilities The Information Management Assistant supports field- and area-level implementation of information management activities, including data collection, data entry, cleaning, quality checks, database updating, basic analysis and routine reporting. The role helps ensure that NRC programmes are supported with accurate, timely, complete and securely handled data, while assisting with beneficiary registration and verification, data quality assessments, outcome monitoring, indicator tracking, filing and GORS reporting. The Assistant provides cross-cutting support to all NRC Core Competencies and grants in the South Area Office and works with programme teams, enumerators, casual workers and partner staff within the scope of assigned tasks and under supervision. Generic Responsibilities Conduct field-level data collection using NRC-approved digital and paper-based tools. Support data entry, cleaning, coding, validation, filing and archiving. Update databases and support programme teams in the day-to-day management of data and information processes, ensuring consistency, completeness and quality. Assist programme staff in beneficiary registration and verification exercises. Support basic analysis and preparation of routine tables, charts, summaries and status reports. Provide basic troubleshooting for digital devices, applications and forms, and refer complex issues to the relevant technical focal point. Ensure safe, ethical and confidential handling of sensitive data in accordance with NRC policies and established procedures. Collaborate with programme teams, partners and communities on joint data collection and comply with NRC policies, guidance and IM/Digital procedures. Specific Responsibilities Administer approved mobile and digital questionnaires, including KoboToolbox/ODK forms, during assessments, post-distribution monitoring, outcome monitoring, beneficiary registration and verification exercises. Participate in beneficiary verification, data quality assessments, outcome monitoring, spot checks and other monitoring activities as assigned. Enter, check, clean, code and organise data; conduct routine checks for completeness, consistency, duplicate records and missing information, and flag unresolved issues to the line manager. Maintain and regularly update South Area Office databases, indicator trackers, survey trackers and approved project data repositories. Support the monthly GORS reporting process by compiling programme inputs and means of verification, checking completeness, updating targets and achievements, and flagging discrepancies for follow-up. Compile basic tables, charts, summaries and status updates for MEAL and programme reporting and management requests. Maintain orderly and secure electronic and hard-copy filing of questionnaires, registration and verification lists, consent records, means of verification, datasets and reports, following approved naming and version-control arrangements. Provide routine guidance to enumerators and casual workers on approved tools and data-submission requirements, and support partner IM/MEAL staff under the supervision of the line manager and relevant technical focal points. Qualifications Generic Professional Competencies One to two years of relevant experience in Information Management, Digital or data management, preferably in a humanitarian or recovery context. Bachelor’s degree in information technology, Information Management, Computer Science, Statistics, Data Science or another relevant field. Demonstrated ability in data collection, data entry, cleaning, validation, compilation and basic analysis. Good proficiency in Microsoft Office applications, particularly Excel. Experience using KoboToolbox/ODK or similar digital data collection platforms. Ability to use smartphones, tablets and other digital devices for field data collection. Ability to prepare clear basic tables, charts, summaries and routine reports. Fluency in Arabic and working proficiency in English, both written and verbal. Context-Related Skills, Knowledge, and Experience Familiarity with the humanitarian and operational context in Yemen, particularly the South Area Office locations. Experience working in complex and volatile field environments and willingness to travel to programme locations. Understanding of beneficiary registration and verification, assessments, monitoring activities and routine data quality checks. Familiarity with GORS, indicator tracking, means of verification and programme databases is an advantage. Basic knowledge of confidentiality, informed consent, data protection and secure data-handling requirements. Behavioural Competencies Planning and delivering results Working with people Analyzing Communicating with impact and respect Coping with change