Complaints, Feedback and Response Mechanism (CFRM) Officer at Green Concern for Development

Reports to: Head of MEAL / Program Manager
Duration: 4 months with possible extension

Job Summary:

The CFRM Officer will be responsible for managing and strengthening GREENCODE’s Complaints and Feedback Response Mechanism (CFRM) system to ensure that community members and project beneficiaries can safely and confidentially express their concerns, complaints, and suggestions. The role will ensure that feedback is systematically collected, documented, analyzed, and responded to in a timely and respectful manner, while ensuring accountability to affected populations.

Key Responsibilities:

• Set up, manage, and continuously improve the CFRM system in line with GREENCODE and donor standards.
• Receive, log, and classify all complaints and feedback from beneficiaries through various channels (hotlines, help desks, suggestion boxes, community meetings, etc.).
• Ensure sensitive or serious complaints relating to protection or fraud are immediately referred through appropriate safeguarding or whistleblowing channels.
• Maintain a secure and up-to-date complaints and feedback database with complete confidentiality.
• Analyze trends in complaints and feedback to identify potential issues and inform program improvements.
• Work closely with program and MEAL teams to ensure timely and appropriate responses to feedback.
• Provide weekly/monthly reports on CFRM performance, trends, and resolution rates.
• Organize and facilitate community sensitization and awareness activities on GREENCODE’s accountability practices and CFRM processes.
• Train field staff and partners on CFRM principles, procedures, and data protection standards.
• Ensure alignment of CFRM systems with Core Humanitarian Standards (CHS), particularly commitments on accountability and responsiveness.

Qualifications and Experience:

• Bachelor’s degree in social sciences, Development Studies, Communication, or a related field.
• Minimum of 2–3 years of experience in accountability, MEAL, or community engagement roles in humanitarian or development settings.
• Strong understanding of accountability to affected populations (AAP) and community feedback mechanisms.
• Good data management and analytical skills.
• Strong interpersonal and communication skills, with fluency in English and at least one local language (e.g., Hausa, Fulfulde).
• Commitment to GREENCODE’s values, safeguarding, and confidentiality principles.

Desirable:

• Experience with digital feedback platforms such as Kobo Toolbox, ODK, Excel, etc.
• Familiarity with donor CFRM expectations.
• Strong facilitation and training skills.