FCRM Assistant at Borno Women Development Initiative (BOWDI)

Locations:  Bama, Monguno and Pulka

Engagement Type: Contract

Roles and Responsibilities

The Feedback, Complaints, and Response Mechanism (FCRM) Assistant will support the MEAL Department in managing, maintaining, and improving the accountability mechanisms across project locations, ensuring continuous functionality and accessibility to all segments of the affected population.

Key Responsibilities:

• Support the MEAL department in managing all FCRM channels, ensuring they are functional, accessible, and inclusive for all groups, including women, children, persons with disabilities, and minority groups.
• Ensure, with the support of MEAL and Safeguarding Units, that feedback and complaint channels are age-, gender-, disability-, and ethnicity-sensitive.
• Collaborate with MEAL and Safeguarding Units to align feedback systems with internal policies, especially around child safeguarding, and ensure prompt handling of sensitive complaints, including child protection issues, misconduct, corruption, and fraud.
• Assist in assessing preferred communication channels within communities for submitting feedback and complaints, and proactively ensure these preferences are reflected in the design of FCRM systems.
• Support the development of FCRM strategies that offer diverse and context-appropriate communication channels, especially for children and vulnerable groups.
• Contribute to the development of FCRM IEC materials that are easy to understand, using inclusive language and visuals to ensure accessibility for low-literacy populations and children.
• Receive, document, process, and respond to complaints and feedback through hotlines and other established channels, ensuring professionalism, discretion, and empathy.
• Ensure the timely dissemination of relevant program information through FCRM platforms such as hotlines, helpdesks, outreach, and community sessions.
• Ensure proper internal referral of complaints to relevant departments, follow up for responses within two weeks, and document beneficiary satisfaction with resolutions.
• Proactively follow up on unresolved cases and ensure all complaints are addressed in a timely and comprehensive manner.
• Immediately escalate sensitive complaints through the appropriate channels, particularly those related to safeguarding, misconduct, or fraud.
• Prepare and submit daily, weekly, and monthly FCRM reports to the supervisor, including key trends, challenges, and recommendations.
• Provide regular updates to the line manager on progress, challenges, and lessons learned in FCRM implementation.
• Support the Compliance Department in conducting spot checks and facilitating accountability-related training in field locations.
• Engage in monthly feedback sessions with program teams to assess CFRM capacity-building needs and provide recommendations.
• Conduct monthly FGDs and Key Informant Interviews (KIIs) with beneficiaries to gather feedback on the complaint mechanism, and present findings to the MEAL team.
• Report monthly to the MEAL Department on CFRM trends, lessons learned, challenges, and areas for improvement.
• Assist in the development of training and awareness materials for staff and communities on FCRM processes.
• Ensure effective follow-up and resolution of beneficiary complaints in coordination with the MEAL, Safeguarding, and Program teams.

Requirements:

• Experience in a similar role with an NGO is preferred.
• Strong knowledge of gender, diversity, inclusion, and child-friendly communication approaches.
• Familiarity with quality and accountability standards in the humanitarian and development sector.
• Excellent written and verbal communication skills in English, Hausa and Knowledge of local language.
• Ability to engage sensitively and respectfully with affected individuals and communities.
• Proficient in community mobilization and participatory methodologies.
• Strong interpersonal skills, professionalism, and a commitment to confidentiality and ethical standards.

Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.

BOWDI’s talent acquisition procedures reflect our commitment to protecting children and vulnerable adults from abuse and exploitation.

Eligibility:

Kindly read the job description and criteria for the position you are applying for and ensure you meet the minimum job requirement.

Note: Women are strongly encourage to apply