Care First Community Initiative (CFCI) is a Nigerian NGO advancing human rights, social welfare, and livelihoods for vulnerable groups through Food Security, Research, Livelihoods, Education, Shelter/CCCM/NFI, Warehousing & Logistics, Nutrition, Health, Protection/Access to Justice, Advocacy/Information, and WASH.
Experience1 – 3 years
Location Borno
Duty Station: Gwoza
Starting Date: To be announced
Duration of Contract: 6 Months
Reporting to: MEAL Officer
Role Purpose:
The MEAL/CFM Assistant manages complaint and feedback mechanisms, ensuring all complaints are addressed and follow-up is conducted in a timely manner. The role holder supports monitoring activities and data collection. The assistant will contribute 50% of their time to this project while ensuring beneficiary feedback and concerns are properly documented and resolved.
Child Safeguarding:
Level 1 — General commitment to safeguarding principles required.
Scope of Role:
Reports to: MEAL Officer
Staff reporting to this post: Community Feedback Volunteers
Key Areas of Accountability:
Complaint and Feedback Mechanism Management
- Establish and maintain CFM systems and channels
- Receive, document, and categorize complaints and feedback
- Ensure timely response to all complaints
- Track complaint resolution processes and outcomes
Data Collection and Documentation
- Support monitoring data collection activities
- Maintain complaint and feedback databases
- Prepare CFM reports and analysis
- Document trends and patterns in complaints
Community Engagement
- Communicate CFM procedures to beneficiaries and communities
- Encourage feedback and complaint reporting
- Follow up with complainants on resolution
- Facilitate community feedback sessions
Quality Assurance
- Ensure CFM processes are functioning effectively
- Monitor response times and quality of resolutions
- Identify systemic issues from complaint patterns
- Support continuous improvement of CFM systems
General:
- Carry out any other CFM or monitoring-related duties as decided by the MEAL Officer
- Comply with and promote all CFCI policies
Qualifications:
- Secondary School Certificate (SSCE) or equivalent; tertiary qualification advantageous
- 1+ years of experience in community engagement or feedback mechanisms
- Fluency in verbal and written English and local languages
Experience Required:
- 1 to 3 years of experience in complaint handling or community feedback systems
- Excellent communication and interpersonal skills
- Strong organizational abilities and attention to detail
- Ability to work sensitively with complaint issues
- Basic proficiency in Microsoft Office and data entry
- Reliable and trustworthy approach to sensitive information
- Ability to maintain confidentiality of complaints
- Customer service orientation and empathy
- Strong problem-solving abilities
- Commitment to community-centered approaches
- Valid Driving Licence (advantageous)
Salary: To be discussed during interview.
Method of Application
Interested and qualified? Go to Care First Community Initiative (CFCI) on forms.gle to apply
