Country Sensitive Feedback Lead Full Time

Management Responsibilities

Reports to:

• Direct Line manager: Country Lead for operational and administrative matters
• Global Sensitive Feedback Lead for technical guidance and strategic oversight
• Director of Operations

Direct reports:

• 2-5 Sensitive Feedback Moderators

Working Relationships:

• Raagsan team as the host organization with strong national knowledge and strategic insight.
• Global team including User Experience and Quality Assurance Lead, Tech Lead, Communication and Fundraising Lead.
• Senior Moderator and Moderators
• External stakeholders, including protection actors, fraud and safeguarding focal points, and relevant protection coordination mechanisms

Company Overview

Talk to Loop is a feedback and reporting mechanism driving inclusive community engagement, transparency and accountability for the efficacy of aid provision, disaster management, prevention and early warning, and the safe reporting of SEA, GBV, fraud, corruption, and misconduct, among other things.

To understand what Talk to Loop is, our mission and our way of working, please visit our resource page, where you will find all the information you need on our unique approach. To get the details on the job opening and the application process, continue reading.

Role Overview

The Country Sensitive Feedback Lead will oversee the management, capacity building, quality assurance, and case handling of sensitive feedback in Somalia and Somaliland. This includes feedback on gender-based violence, child protection, protection concerns, discrimination, aid diversion, fraud, corruption, sexual exploitation and abuse, and other forms of misconduct.

The Country Sensitive Feedback Lead will manage the sensitive feedback team, ensuring cases are handled promptly, confidentially, and according to global protocols. She/he will provide technical oversight, coaching, and training to moderators while also handling the referrals to competent actors in a safe and timely manner.

Close coordination with the Global Sensitive Feedback Lead, Country Lead, and protection actors is essential. Building partnerships with GBV, CP, safeguarding, and fraud focal points will ensure safe referrals and enhance community accountability. The role also includes participating in national protection coordination and contributing to system improvements through data analysis, reporting, and context-specific tool development.

Strategically, the Country Lead will work to position Loop as a trusted, accessible, and inclusive feedback platform, particularly among groups that are often underrepresented in feedback channels, such as minorities, persons with disabilities, and survivors of SEA. She/He will identify opportunities to expand Loop’s reach in collaboration with local networks, protection partners, and community-based organizations, ensuring that marginalized voices are heard and responded to.

In addition, she/he will play a key role in analyzing sensitive feedback data to identify trends, gaps, and systemic risks, and in using these insights to strengthen accountability. She/He will support the development of context-specific tools and guidance and contribute to national protection coordination efforts to advocate for change based on community-led evidence.

Expected Tasks

1. Team Management and Supervision

• Lead day-to-day operations of the sensitive feedback team through ongoing support and guidance.
• Manage team well-being and HR Function, including leave planning, staff rotations, etc.
• Oversee recruitment, onboarding, and induction of new team members, ensuring smooth integration and role clarity
• Facilitate regular performance reviews, provide constructive feedback, and support professional development.

1. Sensitive Feedback Management

• Review and triage sensitive feedback daily
• Coordinate referral processes in collaboration with the Global Sensitive Feedback Lead, ensuring misconduct cases (e.g., SEA, fraud, corruption) are escalated through the appropriate channels.
• Maintain oversight of open cases, track required actions, and ensure timely follow-up with referral organizations and focal points.
• Escalate complex or high-risk cases to the Global Sensitive Feedback Lead.
• Ensure all sensitive feedback is handled promptly and confidentially, in line with safeguarding protocols, including informed consent and confidentiality standards and maintaining quality controls.
• In coordination with the Global Sensitive Feedback Lead, update and maintain the service mapping database and focal points tracker to support accurate and efficient referrals.

3. Training and Capacity Building

• Design and deliver targeted training programs in collaboration with the Global Sensitive Feedback Lead to enhance moderators’ capacity to safely identify, manage and refer sensitive feedback safely and in a timely way, reducing errors.
• Ensure comprehensive understanding of safeguarding principles, PSEA, child protection, GBV, and reporting protocols among sensitive feedback moderators.
• Integrate survivor-centered and do-no-harm approaches in all training and mentoring practices.
• Provide tailored training to open feedback moderators on identifying and safely escalating sensitive feedback.
• Continuously monitor training effectiveness and provide ongoing coaching and technical support to staff.

4. Quality Assurance and Monitoring

• Ensure the quality, timeliness and respect of protocols in handling sensitive feedback.
• Monitor and report on key indicators such as response times, feedback provider satisfaction, and responsiveness of referral organizations.
• Strengthen tracking and analysis of service responsiveness and survivor feedback to strengthen referral pathways
• Identify and analyze trends, including new themes and geographic hotspots for sensitive feedback.
• Support the Global Sensitive Feedback Lead in analysis and reporting efforts.
• Analyze data on sensitive feedback to identify underreporting across different groups (e.g., age, gender, persons with disabilities, minorities, and geographic locations), and adapt strategies accordingly.

5. External Engagement and Coordination

• Build and sustain collaborative relationships with in-country protection actors, including GBV, child protection, safeguarding, and fraud focal points to support timely referrals.
• Represent Loop in inter agency meetings, protection clusters and coordination mechanisms across Somalia and Somaliland.
• Deliver presentations and share updates on Loop’s sensitive feedback protocols during coordination forums.
• Support the onboarding and orientation of protection organizations to Loop platforms and referral processes in coordination with the Global Sensitive Feedback Lead.

6. Technical and Communication Materials

• Support the Global Sensitive Feedback Lead in the development, contextualization, and regular update of internal SOPs, guidelines, and protocols for sensitive feedback handling in Somalia and Somaliland.
• Work closely with the communications team and partner organizations to promote Loop as a safe and effective mechanism for reporting sensitive feedback.
• Collaborate with the global team to identify areas for improvement in the communication and promotion of Loop as a safe channel for reporting sensitive feedback among communities, including for different population groups.

Eligibility

This position is open only to Somali nationals who are based in Mogadishu. Due to the nature of the role and the importance of ensuring safe and appropriate support to authors/survivors, we strongly encourage applications from women belonging to minority or underrepresented communities in Somalia.

Necessary Skills and Experience

• Education: Bachelor’s degree (or equivalent) in Social Work, Psychology, Gender Studies, Human Rights, International Development, or a related field.
• Languages: Fluent in Maxatiri (spoken and written) and advanced level in English (spoken and written).
• Priority will be given to candidates with fluency or an advanced level in any other spoken languages/dialects in Somalia, e.g., Maay, Banadiri Marka, Bujuni, or Barawaani/chimini.
• Minimum of 5 years of professional experience in the protection sector, with proven expertise in handling sensitive protection cases, including GBV, child protection, and other protection cases. Experience should include serving in a senior or supervisory role with responsibilities for case management, referrals, and coordination with protection actors.
• Demonstrated understanding of protection principles, GBV, child protection, safeguarding and SEA, as well as referral principles and protocols.
• Demonstrated ability to manage and support teams, including experience in HR oversight, capacity building, and performance management.
• Proven experience in external coordination, including participation in inter-agency mechanisms and liaison with focal points across protection sectors in Somalia.
• Established network of protection partners in Somalia, with demonstrated ability to build and maintain collaborative relationships.
• Good understanding of feedback and complaint mechanisms and referral pathways for misconduct cases (e.g., fraud, corruption, SEA) is highly preferred.
• Proficiency in digital tools, including Microsoft Office Suite, and the ability to quickly learn and adapt to new case management or feedback platforms are required.

  Personal Attributes

• Strong sense of ethics, integrity, and accountability, with high commitment to maintaining confidentiality and ensuring survivor-centered responses, meeting global best practices and ethical standards.
• Empathetic and culturally sensitive, with the ability to engage respectfully and meaningfully with individuals and communities from diverse backgrounds.
• Calm and composed under pressure, with excellent judgment and the ability to manage complex and sensitive situations.
• Team-oriented and supportive, with a collaborative leadership style and a commitment to Loop’s mission and values.
• Details-oriented and with good analytical skills
• Excellent communication and interpersonal skills, with the ability to build trust and maintain positive relationships with partners, colleagues, and community members, and promote Loop among diverse audiences.

  Why choose Talk to Loop?

• At Loop, we are all about feedback. We have high ambitions and are continually striving to get there, learning from all involved as we go. We are built on strong principles of decentralized, Open and Transparent systems. We are exploring how to bring the changes we want to help create in the wider world into our charity.
• If you want to be part of a globally dispersed team, thrive on change and learning, and believe in your core that we can do more if we listen and learn from others, then we would love to hear from you.
• The way we work doesn’t suit everyone. But if you’re an enthusiastic person who’s passionate about our mission and keen for more freedom and autonomy, then we could be a perfect match. We love to see applications from people with transferable skills who are looking for opportunities to contribute and grow and make a real difference.

  Our Commitment to Inclusion and Safeguarding

• Loop is committed to creating an inclusive and safe working environment. As part of our safeguarding policy, all candidates will be required to undergo comprehensive background checks. Roles are dependent on donor funding, and employment will be subject to the continuation of such funding.
• We highly encourage applications from diverse backgrounds, as such unique experiences and perspectives are invaluable to our mission of shifting power and promoting local agency.
• Loop is dedicated to ensuring that our team reflects the communities we serve and supports a culture of equity, inclusion, and respect.

  Our Commitment to Collaboration and Well-being

• At Loop, each team member is entrusted with significant responsibility and is empowered to collaborate with others to achieve the strategic goals of their role, thus contributing to Loop’s overall mission. We believe in fostering a culture of trust, accountability, and mutual respect, where everyone’s contributions are valued and recognized. We strive to provide an enabling work environment so you can feel safe, supported and empowered in your work. An outstanding work ethic and a commitment to self-care are prerequisites for success at Loop, as we understand that supporting our team members’ well-being is essential for achieving our goals.