Background

NRC has been actively engaged in Shelter/ WASH sector in Yemen, with good presence in Lahj, Taiz, Marib and Abyan governorates, where conflict and repeated displacement continue to disrupt IDPs access to safe and quality living include Shelter and WASH facilities. The ongoing humanitarian crisis has left displaced population under-resourced, overcrowded, and vulnerable to future shocks. NRC’s Shelter/WASH interventions in Lahj, Taiz, Marib and Abyan focus on restoring good quality living condition opportunities for crisis-affected displacement population, supporting community-based planning, and promoting inclusive and protective environments.

Camp Management Assistant (CFM) will support accountability to affected populations by operating complaint and feedback activities at CRC and surrounding IDP sites and host communities. The role focuses on receiving, documenting, and referring complaints and feedback related to CCCM, Shelter, and WASH services, under supervision.

Responsibilities

Roles and responsibilities

Camp Management Assistant (CFM) will support the community resource center (CRC) by collecting, managing, and addressing complaints, feedback, and inquiries from internally displaced persons (IDPs) and host community through CRC desks and field visits. This role involves accurately registering complaints using approved CFM tools and formats, referring them to supervisors and relevant teams, and following up on response statuses to ensure accountability. Additionally, the position supports awareness sessions on IDPs' rights, available services, and feedback channels, assists in organizing CFM records and summary updates, and engages with the community to promote transparency and accountability in service delivery within the CRC.

Generic Responsibilities

1. Adhere to NRC policies, tools, handbooks, and guidelines.

2. Receive complaints, feedback, and enquiries from IDPs through CRC desks and field visits.

3. Register complaints accurately using approved CFM tools and formats.

4. Refer complaints to supervisors and relevant teams and follow up on response status.

5. Maintain confidentiality and follow safeguarding and PSEA protocols at all times.

6. Support awareness sessions on rights, services, and available feedback channels.

7. Assist in organizing CFM records and simple summary updates.

8. Support community engagement activities linked to accountability and transparency.

9. Compliance and adherence to NRC policies, guidance and procedures, and a specific responsibility for the functions policies and procedures

Specific responsibilities:

• Attend CRC during working hours to receive community feedback.
• Conduct short field visits to collect feedback from IDP sites.
• Update complaint logs and trackers daily.
• Display and maintain CFM visibility materials at CRC and sites.
• Conduct awareness sessions and mass campaign on, services, and available feedback channels.

Qualifications

Generic professional competencies

Competition is important in order for the employee and the organisation to deliver desired results. They are relevant for all staff and are divided into the following two categories:

Professional competencies

• These are skills, knowledge and experience that are important for effective performance.
• Experience from working in a humanitarian/recovery context.
• Knowledge and experience within a relevant administration, craft or technical field and ideally a relevant vocational qualification.
• Previous experience from working in complex and volatile contexts.
• Documented results related to the position’s responsibilities.

Context related skills, knowledge and experience

Context/ Specific skills, knowledge and experience:

• Knowledge of the context in Yemen
• Knowledge of basic English and the local language
• Experience with the Microsoft Suite

Behavioural competencies

These are personal qualities that influence how successful people are in their job. NRC’s Competency Framework states 12 behavioral competencies, and the following are essential for this position:

• Handling insecure environment
• Planning and delivering results
• Empowering and building trust
• Communicating with impact and respect

Performance Management

The employee will be accountable for the responsibilities and the competencies, in accordance with the NRC Performance Management Manual. The following documents will be used for performance reviews:

• The Job Description
• The Work and Development Plan
• The Mid-term/End-of-trial Period Performance Review Template
• The End-term Performance Review Template
• The NRC Competency Framework

Qualifications

• Secondary school certificate or higher.
• Previous community work experience is an asset.
• Good communication and listening skills.
• Ability to handle sensitive information with discretion.
• Basic literacy and ability to complete simple forms.