About The Job
The CFM Focal Person will be responsible for the setup, management, and day-to-day operation of the Complaint and Feedback Mechanism (CFM) at community level. The role involves documenting, referring, and following up on complaints and feedback from community members to ensure timely responses, accountability, and continuous improvement of service delivery, while contributing to the protection of vulnerable populations.
Location: Madagali, Adamawa State
Job Type: Eight (8) Months contract
Application Deadline: January 2, 2026
Key Responsibilities:
- Support the establishment and operation of accessible and confidential CFM channels at community level.
- Receive, document, and register complaints and feedback in line with organizational SOPs.
- Refer complaints to relevant units and service providers for timely response and resolution.
- Conduct follow-ups to ensure complaints and feedback are addressed appropriately.
- Ensure confidentiality, data protection, and survivor-centered approaches at all times.
- Track, analyze, and report trends in complaints and feedback to inform program improvements.
- Sensitize community members on available feedback and complaint channels.
- Support accountability to affected populations and promote trust between the organization and communities.
- Prepare regular CFM reports and updates for supervisors.
- Perform other related duties as assigned by the supervisor.
Qualification/Professional Competencies:
- Bachelor’s degree in Social Sciences, Communication, Community Development, or related field.
- At least 2–3 years of experience in accountability, community engagement, or data management, preferably with an NGO or humanitarian agency.
- Strong interpersonal and communication skills with the ability to engage diverse community members.
- Experience handling sensitive information with discretion.
- Good computer skills (Microsoft Word, Excel, and data entry tools).
- Experience handling complaints, feedback, or community engagement is an added advantage.
- Fluency in English and the ability to speak and understand local language(s).
Required Skills & Competencies
- Strong interpersonal and communication skills.
- High level of integrity, confidentiality, and professionalism.
- Basic documentation and reporting skills.
- Ability to work closely with communities and diverse stakeholders.
- Willingness to work in field and community-based settings.
- Commitment to safeguarding, PSEA, and accountability principles.
- Zero tolerance for exploitation, abuse, harassment, or discrimination.
How to Apply
Interested and qualified candidates should ‘click here” to apply.
Note:
- HARAF is an equal-opportunity employer committed to diversity. We encourage all qualified candidate’s regardless disabilities, age, sex. Ethnicity, race, religion and marginalized groups are encouraged to apply.
- Only shortlisted candidates will be contacted.
