Complaint Feedback Mechanism (CFM) Assistant at Community Health, Justice and Peace Initiative for Development (JDPH)

Under the supervision of the M&E Officer, the CFM Assistant is responsible for ensuring complain and feedback mechanisms are in place in all JDPH project sites to strengthen the quality and accountability of the organization’s activities with regards to information sharing, beneficiaries’ participation, complaints and response mechanism. The CFM Assistant is also responsible for the provision of support to all the other sectors: Nutrition, Protection, General Food Distribution in accordance with JDPH values and ensures field activities are executed in an efficient manner.

Responsibilities

• Assist the M&E Officer in working with program staff and beneficiaries to develop structure and methods for managing the complaints and feedback in the field as well as maintaining the integrity of information received.
• Manage CRM database by ensuring proper documentation and segregation of CRM data including complaints received, investigated and responded to as well as providing detailed summaries of complaints issues to feedback to the program team during monthly and quarterly meetings/reports.
• With support from the M&E Officer ensure the collection of quality complain and feedback across the project locations.
• Assist in programme updates for management and internal information sharing
• Assist in handling, documenting, confidentiality and security of all informational related to feedback and complaints from beneficiaries
• Support Complaints and Feedback Mechanism, including communicating responses to complainants; liaise with programmes to ensure prompt follow-up on feedback and complaints received
• Work with field teams to collect information on potential case studies and success stories
• Other duties as directed.

Qualifications

• B.Sc / HND / ND in Management, Social Research, and Development Studies or a related field.
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Minimum of 1 year proven experience in accountability especially feedback mechanisms.
• Ethical, focused on treating complainants/ community fairly and culturally sensitive.
• Building collaborative relationships with beneficiaries and the community.
• Sound analytical, conceptual and strategic thinking skills.
• Excellent communication skills and experience in report writing.
• Proficiency in English and Hausa languages both spoken and written.

We offer

Contract length: 4 months

Location: Fune, Yobe State

Start date: As soon as possible