Hope and Rural Aid Foundation (HARAF) is seeking a Community Feedback Mechanism (CFM) Assistant to support the establishment and implementation of accessible, safe, and confidential community feedback and complaints channels. The successful candidate will help ensure that beneficiaries and affected communities can raise concerns, submit complaints, and provide feedback on HARAF’s programmes and services.
Organisation: Hope and Rural Aid Foundation (HARAF)
Location: Damboa, Borno State
Employment Type: Contract (11 Months)
Application Deadline: 9 November 2026
Job Category: Humanitarian / Accountability / MEAL
The role will promote accountability to affected populations, transparency, community participation, and timely resolution or referral of feedback and complaints.
Key Responsibilities
- Support the establishment and operation of community feedback and complaints channels, including suggestion boxes, help desks, telephone lines, and community engagement sessions.
- Receive, register, document, categorise, and track feedback and complaints from beneficiaries and community members.
- Handle complaints confidentially, respectfully, and in line with organisational procedures.
- Inform beneficiaries about available feedback channels, their rights, and how to submit complaints.
- Maintain an updated CFM database and ensure the secure storage of feedback records.
- Refer complaints to relevant departments or designated focal persons for appropriate action and follow-up.
- Monitor complaint status and communicate responses to complainants where appropriate and safe.
- Support community sensitisation on accountability, transparency, safeguarding, and reporting mechanisms.
- Identify recurring complaints, emerging concerns, and trends and report them to the supervisor.
- Support beneficiary satisfaction surveys, community consultations, and accountability-related assessments.
- Immediately refer sensitive complaints, including SEA, sexual harassment, safeguarding, fraud, and other serious misconduct allegations, through designated confidential reporting channels.
- Work with programme, MEAL, protection, and safeguarding teams to strengthen community accountability.
- Prepare regular CFM activity reports while maintaining confidentiality and data protection standards.
- Perform other duties assigned by the supervisor.
Qualifications and Experience
- Minimum of OND or Bachelor’s degree in Social Sciences, Development Studies, Mass Communication, Statistics, or a related field.
- At least 1–2 years of relevant experience in community engagement, accountability, complaints handling, MEAL, or humanitarian programming.
- Experience working with vulnerable populations, internally displaced persons (IDPs), and host communities is an advantage.
- Basic understanding of Accountability to Affected Populations (AAP), humanitarian principles, and safeguarding.
- Effective communication skills and ability to engage diverse community members.
- Good documentation, record-keeping, and report-writing skills.
- Basic computer skills, particularly Microsoft Word and Excel.
- Ability to maintain confidentiality and handle sensitive information professionally.
Required Skills and Competencies
- Accountability to Affected Populations (AAP).
- Effective communication and active listening.
- Confidentiality and data protection.
- Community mobilisation and engagement.
- Complaint documentation and case referral.
- Integrity, neutrality, and professionalism.
- Problem-solving and attention to detail.
- Teamwork and interpersonal skills.
Safeguarding and Ethics
- Commitment to safeguarding, Prevention of Sexual Exploitation and Abuse (PSEA), and ethical conduct.
- Zero tolerance for fraud, theft, exploitation, or abuse.
How to Apply
Interested and qualified candidates should submit their applications through the official application link below:
Equal Opportunity Statement
HARAF is an equal-opportunity employer committed to diversity. All qualified candidates are encouraged to apply regardless of disability, age, sex, ethnicity, race, religion, or background. Applications from marginalised groups are particularly encouraged.
Note: Only shortlisted candidates will be contacted.
