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The CFM Assistant collaborates with the MEAL Officer to establish and manage a comprehensive Complaints and Feedback Mechanism (CFM), overseeing the CFM database and providing detailed summaries for project meetings and reports. They ensure the collection of high-quality feedback, interface with project team members, and support project coordination. The role involves conducting field monitoring visits, facilitating focus group discussions, and contributing to program evaluations and assessments, emphasizing the confidentiality and security of informational resources related to beneficiary feedback and complaints.
Throughout the intervention, the CFM Assistant will, while working with the guidelines of the Accountability to Affected Populations policy, ensure the effective implementation of the Complaints and Feedback Mechanism, maintain the accuracy and integrity of CRM data, and actively engage with program teams to promote transparent communication and timely resolution of beneficiary concerns.
• Collaborate with the MEAL Officer to establish effective structures for managing complaints and feedback in the field. Ensure the integrity of information by managing the CRM database, documenting, and aggregating complaints data.
• Provide detailed summaries of complaints issues for monthly and quarterly program team meetings and reports.
• Oversee the collection of high-quality feedback across the response with support from the MEAL Officer.
• Interface with program team members, offering support for program coordination and policy engagement.
• Demonstrate strong facilitation and organizational skills, analyzing and communicating within a complex CFM system.
• Assist in program updates for response management and internal information sharing.
• Support the Protection Officer with data collection processes if needed.
• Conduct field monitoring visits, utilizing the Quality benchmark/monitoring checklist, and facilitate focus group discussions.
• Assist with the implementation of program evaluations, including data collection.
• Support MEAL in conducting assessments as needed.
• Handle, document, and ensure the confidentiality and security of informational resources related to feedback and complaints from beneficiaries.
• Actively support the Complaints and Feedback Mechanism, including communicating responses to complainants and liaising with programs and operations for prompt follow-up.
• Contribute to ongoing MEAL efforts by reporting routine monitoring data against performance monitoring plans and frameworks.
• Work with field teams to collect information on potential case studies and success stories.
• Undertake other duties as directed.
Education, Professional Experience, and Professional requirements
• BSc / HND / ND in Management, Social Research, and Development Studies or a related field or comparable addition to experience.
• Minimum of 2 years of proven experience in accountability especially feedback mechanisms concepts and international humanitarian quality standards.
• Previous experience of working with NGOs.
• Applicants from Damasak are strongly encouraged to apply
Skills and Competence
• Demonstrated experience in implementing accountability and complaints reporting mechanisms in the context of Nigeria.
• Proficiency in developing and/or managing complaints reporting mechanisms specifically for food and cash transfer programs.
• Comprehensive understanding of key concepts and commitments related to accountability to affected populations (AAP), including familiarity with HAP, Do No Harm, and other pertinent global standards.
• Ethical approach with a focus on fair treatment of complainants and cultural sensitivity.
• Innovative and solutions-oriented mindset to address challenges effectively.
• Ability to build collaborative relationships with beneficiaries and the community.
• Proven interest and commitment to humanitarian and development principles, with a clear understanding of conflict/post-conflict development contexts.
• Strong analytical, conceptual, and strategic thinking skills.
• Excellent communication skills, both verbal and written, with good report-writing skills.
• Understanding and experience of gender equity issues and their relevance to humanitarian response work.
Other Requirement (Language(s) proficiency)
• Fluency in written and spoken English and Hausa, both spoken and written is required. Fluency in Kanuri is an advantage
Application should be submitted to firstname.lastname@example.org, Only shortlisted candidates will be contacted and advance to the next stage of the selection process.