Complaint Feedback Response Mechanism Assistant (CFRM) at Terre des hommes Foundation (Tdh)

Given the sensitive nature of the position, the CFRM Assistant must demonstrate neutrality, professionalism, high integrity, and strict confidentiality to maintain beneficiaries’ trust. He/she will ensure that all feedback and complaints mechanisms are safe, accessible, culturally appropriate, gender-sensitive, and fully aligned with Tdh MEAL, safeguarding, and protection standards across all project locations.

The main tasks of this function are:

• Support the MEAL Officer to establish and operationalize confidential, accessible, gender- and age-appropriate CFRM channels across all CDCS locations (helpdesks, hotlines, suggestion boxes, community desks, FGDs, outreach, peer networks).
• Ensure CFRM mechanisms reflect community preferences identified during project-start community consultations, especially those of women and adolescent girls.
• Ensure mechanisms are culturally appropriate and accessible to persons with disabilities and vulnerable groups.
• Provide timely feedback to complainants while ensuring dignity and confidentiality
• Ensure all CFRM interactions follow child-safe, survivor-centered, gender-sensitive procedures.
• Work closely with the FJDP M&E Officer to ensure a harmonized, integrated CFRM system across both partners.
• Compile and share weekly and monthly CFRM trend reports with the MEAL Officer.

• Main responsibilities
• Support the MEAL team, to assess communities’ preferred communication means to formulate feedback / complaints with Tdh and he or she needs be proactive about these.
• Support the MEAL team, in ensuring the complaint feedback and response mechanism (CFRM) offers as many communications means as possible, while taking into account the specificities of the local context and culture
• Ensure all CFRM interactions follow child-safe, survivor-centered, gender-sensitive procedures
• With support of the MEAL team, coordinate to develop clear CFRM IEC materials in a language and visual format that can be widely understood (including people with low levels of literacy) and children freely format.
• Promote access to feedback channels for women and girls through women-only spaces, peer facilitators, and targeted outreach
• Answer/Listen, process, and respond to feedback / complaints and guide beneficiaries that seek help through hotlines and other CFRMs outlets.
• Ensure that up-to-date programming & other relevant information is available and shared with people in need through hotlines, helpdesk, outreach, and other information sharing platforms.
• Ensure that all complaints are channeled internally to the appropriate department for review and keep follow-up for response within 2 weeks, with beneficiary satisfaction feedback recorded.
• Compile and share weekly and monthly CFRM trend reports with the MEAL Officer.
• Follow up in a constructive and proactive manner on pending complaints with relevant persons responsible for complaint follow-up and verify that all complaints are adequately and comprehensively addressed.
• Ensure that sensitive feedback and complaints are channeled through the right process immediately. (Feedback & Complaints especially on child protection issues, staff misconduct, corruption, and fraud)
• Be constructive and proactive to ensure that daily, weekly, and monthly CFRM reports are prepared and shared with the supervisor within the month.
• Also be proactive to provide regular and timely updates on progress and challenges to line manager.
• Support quarterly community review meetings and after-action reflection sessions with women and girls, as outlined in the CDCS project plan.

Qualifications and Experience

• Diploma or bachelor’s degree in social sciences, statistics, development studies or related field.
• Minimum 2–3 years of experience in MEAL, accountability, CFRM, safeguarding, or protection.
• Experience working with vulnerable and conflict-affected populations preferred.
• Understanding of gender- and age-sensitive accountability mechanisms.
• Familiarity with feedback management systems, ethical data handling, and safeguarding principles.
• Strong communication and interpersonal skills; ability to communicate with women, men, adolescents, and children.
• Ability to conduct FGDs, KIIs, and community consultations.
• Proficiency in English and local languages in Benue (Tiv, Idoma) desirable
• Ability to relate to affected individuals and populations in a humble manner, listen and act on issues, maintain discretion.
• Ability to write basic reports with required graphics to highlight concerns.
• Familiar with child protection policy.
• Candidates from Benue state are preferable.