Country Sensitive Feedback Lead

Country: Somalia and Somaliland
Location: Based in Mogadishu, with periodic travel to Hargeisa
Job Type: full-time, 40 hours per week
Salary: USD 2000/month (gross, inclusive of taxes), depending on experience
Working Times/Zones: Office hours, 8am to 4:30pm (East Africa Time)
Travel Required: Occasional travel in Somalia
Management Responsibilities
Reports to:
● Direct Line manager: Country Lead for operational and administrative matters
● Global Sensitive Feedback Lead for technical guidance and strategic oversight
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.
2. 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.

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.

● Send your updated CV and motivation letter AS ONE DOCUMENT to
[email protected]. Your motivation letter should clearly
indicate how soon you will be ready to join.
● Pre-employment checks will include references and background verification.
● The deadline for receiving applications is 5th march  2026.
● Applications will be reviewed on a rolling basis and a suitable candidate might
be identified before the deadline. Therefore, candidates are encouraged to
apply promptly. Only shortlisted candidates will be contacted for interviews.