Cfm Help Desk Assistant At Concern for Women and Children Development Foundation (COWACDI)

Posted on Sat 21st Feb, 2026 - ngojobsite.com --- (0 comments)

Publication Date:18th February 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: Full time

Job Title:                      CFM Help Desk
Qualification:                HND/BSc
Experience:                  1 – 2 Years
Location:                      MMC & Jere LGA, Borno State.
Job Field:                     Programs
Reports to:                                    CFM/APP Assistant
Contractual Arrangement: External Contract Duration: 9 Months

Responsibilities:

A Community Complaint Feedback Mechanism (CFM) Help Desk Assistant is a crucial humanitarian role, often within organizations like the COWACDI, or other NGOs in Nigeria, responsible for managing, documenting, and acting on feedback, complaints, and inquiries from affected populations Directly Reporting to the CFM/AAP Assistant with Indirect Report to the MEAL Supervisor. They ensure that communities can safely and confidentially raise issues regarding services, which helps improve project accountability and humanitarian outcomes.

Receive, record, and track complaints and feedback (including via phone lines, SMS, WhatsApp, and in- person help desks) in databases like.
Provide timely information to beneficiaries regarding their entitlements and project activities.
Refer sensitive, protection-related, or urgent cases (e.g., GBV, fraud) to the appropriate functional teams or managers.
Set up, operate, and monitor help desks at distribution points or community centers to facilitate face-to-face feedback.
Analyze trends in feedback and generate weekly/monthly reports to inform program improvements.

Raise community awareness about the existence and use of the CFM.

Key Skills and Qualifications

Previous experience in humanitarian accountability, protection, or data management, often with a preference for 1–3 years in similar roles.
Excellent verbal and written skills in English and, critically, local languages (e.g., Hausa, Kanuri in Nigeria).
Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and data management software.
Empathy, patience, neutrality, and the ability to work under pressure.
Strict adherence to data protection, privacy, and beneficiary confidentiality protocols.

Typical Working Conditions

This is often a contractual, field-based role, frequently involving travel to project locations.
The role requires regular interaction with beneficiaries, including vulnerable populations.
It often requires compliance with strict PSEA (Prevention of Sexual Exploitation and Abuse) standards.
Perform other related duties as assigned by the Supervisor.
Treat all beneficiaries with respect and dignity, and apply COWACDI’s PSEA, Code of Conduct, and Safeguarding policy.
Communicate project goals and activities in a clear and culturally appropriate way.

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
Data Management & Analytical Skills
Attention to Detail
Flexibility and Adaptability
Honesty, Integrity, and Ethical Conduct:

Eligibility Criteria:

Strong analytical and data management skills.
Proficiency in CRM tools, software (e.g., Excel, kobo collect, toolbox).
Excellent report writing and communication abilities.
Understanding of project management and implementation.
Knowledge of statistical and qualitative analysis methods.
Ability to develop and interpret indicators and surveys.
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 or Higher National Diploma (HND) in Development Studies, Social Sciences, Management Science or related disciplines.
At least 1 years of experience In Complaint and Response Mechanism management. (Additional certifications in CRM can boost skills and marketability.)

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

25th February 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.