Publication Date:19th January 2026.
Background
Concern for Women and Children Development Foundation (COWACDI) is a women-led organization born out of passion for the wellbeing of Women and Children in Nigeria. It has a special interest in mitigating the suffering of the vulnerable persons (mostly Women & Children) in times of crisis. Currently the organization has focused its attention on the Northeast of Nigeria with special emphasis in Borno, Yobe and Adamawa states (BAY states) due to the decade old crises. COWACDI intervenes through community-based approach in addressing humanitarian and development needs since its establishment in 1998, these include in Protection, Peace Building, Housing Land & Property (HLP), Non- food Items (NFI), Livelihood, WASH, Nutrition, Livelihood, amongst others. These interventions have directly benefited thousands of children, women, men, girls and boys of all groups. Determined to expand her interventions to reach more vulnerable people in conflict affected regions. COWACDI operates with full respect to humanitarian laws, concrete policies and principles of international standard such as humanity, Do no harm, impartiality, neutrality, independency and accountability to affected population and zero Tolerance to Fraud and related activities.
We are recruiting to fill the position below:
Employment Type: Part-Time
Qualification: BSc/HND
Experience: 2-3 Years
Location: MMC and Jere LGAs, Borno State.
Job Field: Programmes
Reports to: MEAL Officer
Contractual Arrangement: External
Contract Duration: 10 Months
Roles
The CFM/Accountability Assistant plays a pivotal role in overseeing and executing the Complain and Feedback Mechanism (CFM) activities within the project, alongside broader MEAL responsibilities. The role directly supports the MEAL Assistant and collaborates with the MEAL Supervisor to ensure timely, ethical, and effective handling of complaints, feedback, and accountability processes. The incumbent contributes to the development and
operationalization of the project’s MEAL system with a dedicated focus on CFM.
Responsibilities:
- To support the design, implementation, and monitoring of effective complaint handling and feedback processes.
- To promote accountability by ensuring timely, fair, and transparent responses to stakeholder concerns.
- To gather, analyze, and report on feedback data to inform improvements in programs, services, and operations.
- Assist in developing, updating, and communicating CFM policies, procedures, and guidelines.
- Ensure compliance with organizational standards, legal requirements, and donor/partner expectations.
- Support standardization of complaint intake, triage, investigation, resolution, and closure processes.
- Manage multiple complaint channels (phone, email, web form, in-person, social media) and log into a centralized system.
- Acknowledge receipt of complaints promptly and provide clear expectations on timelines.
- Conduct initial triage to categorize complaints by severity, risk, and scope; escalate as needed.
- Assist investigators or accountable teams with case coordination, documentation, and timelines.
- Maintain confidentiality and data protection standards for sensitive information.
- Track progress, ensure timely follow-up with complainants, and verify resolutions.
- Promote a culture of accountability by ensuring actions are taken on credible complaints.
- Support root cause analysis to identify systemic issues and suggest preventive measures.
- Prepare reports for leadership, governance bodies, and relevant oversight entities.
- Collect, organize, and analyze CFM data to identify trends, gaps, and improvement opportunities.
- Generate dashboards and regular reports (monthly, quarterly) on key metrics (response time, resolution rate, satisfaction, recurrence).
- Maintain data quality and integrity, including anonymization where appropriate.
- Deliver or coordinate training for staff on complaint handling, accountability standards, and data privacy.
- Create user-friendly guides, FAQs, and knowledge resources for both staff and complainants.
- Identify potential safeguarding risks in complaint handling and escalate appropriately.
- Ensure compliant handling of sensitive information, especially for vulnerable populations.
- Conduct and document lessons learned from recurring issues to inform program design and policy updates.
- Support the dissemination of learning across teams to prevent recurrence.
- Maintain organized case files, notes, and attachments in accordance with retention schedules.
- Ensure version control and secure storage of records.
Other tasks:
Accountability:
- Utilize participatory approaches to identify beneficiary-preferred feedback mechanisms, ensuring inclusivity and accessibility.
- Design and implement robust Complaints and Feedback Systems to engage beneficiaries and stakeholders in providing input and addressing concerns.
- Establish channels for both downward and upward accountability, fostering transparency and responsiveness.
- Analyze and synthesize feedback collected from participants to inform strategic decision-making and program enhancements.
- Continuously assess and improve the effectiveness of the Complaints and Feedback Systems to enhance accountability and beneficiary satisfaction.
Learning:
- Plan, organize, and facilitate key program learning events to capture insights and promote continuous improvement.
- Ensure effective documentation of lessons learned and best practices from project activities.
- Collaborate with stakeholders to disseminate program learning outcomes and recommendations.
- Track and analyze the Issues Log register, addressing challenges and recommending solutions.
- Monitor and update the Risk Register, proactively identifying potential risks and assisting in mitigation strategies.
- Any other activities assigned by the Line manager.
Desirable Skills
- Excellent Communication & Interpersonal Skills
- Strong written and verbal communication, active listening, and empathy.
- Analytical thinking with the ability to interpret data and identify trends.
- Project management and organizational skills; ability to manage multiple cases and deadlines.
- Proficiency with case management systems, CRM tools, data visualization (e.g., dashboards), and MS Office (especially Excel/Power BI or similar).
- Conflict resolution, negotiation, and problem-solving abilities.
- Cultural sensitivity and ability to work with diverse communities.
- Data Management & Analytical Skills
- Attention to Detail
- Flexibility and Adaptability.
- Honesty, Integrity, and Ethical Conduct:
Eligibility Criteria
- Understanding of rights-based approaches, safeguarding principles, data protection and privacy laws, and ethical conduct in complaint handling.
- Strong analytical and data management skills.
- Excellent report writing and communication abilities.
- Understanding of project management and implementation.
- Good communication and interpersonal skills.
- Ability to speak and understand the local language(s) is essential.
- Good organizational and record-keeping skills.
- Ability to work effectively with people from different cultural backgrounds.
- Basic understanding of child protection, gender, and social inclusion principles (an added advantage).
Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.
Educational Qualification & Experience Requirements
- Bachelor’s degree in fields such as Development Studies, Social Sciences, Economics, Statistics, Public Health, or related disciplines.
- At least 2–3 years in complaint handling, program governance, monitoring and evaluation, customer service, or accountability roles. Experience in humanitarian, development, or public sector contexts is a plus.
- Strong understanding of donor regulations.
- Excellent communication and analytical skills.
- Ability to work under pressure and in multicultural settings.
- Female candidates and persons with disabilities are strongly encouraged to apply.
Language required:
Fluency in oral and written English is required. Hausa and Native Language of the area would be an added advantage.
Application Closing Date
22ndJanuary 2026.
Method of Application:
Interested and qualified candidates should kindly forward their Cover letter and CV in a single PDF format via an email to [email protected] stating the position and location of the position as the subject of their mail.
Additional Information
COWACDI is an equal –opportunity employer and does not discriminate based on race, gender, religion, etc. Kindly ensure that you can work in this location when applying.
COWACDI regrets that, due to the large number of applications we receive, we are unable to reply to every applicant. If you are being considered for the role, a recruiter will contact you. If you are not contacted within 2 weeks, you should consider your application not successful on this occasion.
Note:
- Never pay for any training, certificate, assessment, or testing fee.
- Qualified females are strongly encouraged to apply.
- No application after the closing date will be considered.
