Support the setup and management of the Complaints and Feedback Mechanism (CFM) in target communities, ensuring accessibility, confidentiality, and responsiveness.
Operate and monitor CFM channels such as help desks, suggestion boxes, toll-free lines, and in-person reporting systems during activity implementation and distributions.
Receive, document, and follow up on feedback and complaints in accordance with the project’s accountability framework and referral procedures.
Work closely with community structures (e.g., PMCs, LPCs, and CMCs) to raise awareness about the right to give feedback and the availability of CFM services.
Support the timely referral of sensitive protection-related cases (e.g., GBV, SEA, safeguarding) to relevant protection actors through established pathways.
Contribute to feedback trend analysis to inform program adaptation and conflict-sensitive responses, particularly in agriculture, income generation, and nutrition interventions.
Ensure CFM tools and practices are gender-sensitive, culturally appropriate, and inclusive of persons with disabilities, IDPs, and marginalized groups.
Participate in participatory planning meetings and community reflection sessions to support inclusive decision-making and responsiveness to community priorities.
Prepare weekly and monthly summaries of complaints, feedback, and action taken, and share with the Project Manager as required.
Maintain a safe, respectful, and neutral approach when dealing with all feedback providers.
Requirements:
Diploma or degree in Social Work, Development Studies, Communications, or a related field.
At least 1–2 years of experience in humanitarian accountability, community feedback handling, or protection-related roles.
Familiarity with safeguarding, protection and referral procedures.
Strong interpersonal, listening, and communication skills with demonstrated ability to engage respectfully with diverse groups.
Ability to manage sensitive data with confidentiality and professionalism.
Basic skills in data entry, report writing, and using digital or paper-based tracking tools.
Fluency in English and local languages (e.g., Hausa, Kanuri) is required.
Commitment to humanitarian principles, accountability to affected populations, and gender and social inclusion.
