FCRM Officer at Wadata Relief Care Initiative (WRCI)

Location: Bakori LGA, Katsina

Job Description
About the Project:

• This project,“Strengthening Community Resilience against Extremism and Violent Extremism through Rehabilitation and Reintegration of Women and Youth Associated with Violent Extremism,”will be implemented in Bakori Local Government Area (LGA) of Katsina State, Northwest Nigeria.
• It aims to address the multifaceted challenges posed by armed groups, including bandits and the Lakurawa insurgents, which have severely impacted local communities through violence, displacement, and disruption of livelihoods.
• The initiative focuses on rehabilitating and reintegrating women and youth affected by or associated with violent extremism, while simultaneously strengthening the resilience of the broader community.
• A critical component of the intervention is ensuring community accountability through effective Feedback, Complaints, and Response Mechanisms (FCRM) to promote transparency, trust, and responsiveness.

Responsibilities

• Establish, manage, and maintain a robust FCRM system that enables beneficiaries and community members to provide feedback, raise concerns, and lodge complaints safely and confidentially.
• Promote awareness and accessibility of the FCRM among project beneficiaries, local communities, and stakeholders.
• Receive, document, and track all feedback and complaints in a timely and organized manner.
• Ensure timely, respectful, and appropriate responses to feedback and complaints in line with organizational policies and protection principles.
• Analyze feedback trends to identify systemic issues and recommend improvements to project implementation.
• Collaborate closely with project teams, community leaders, and partners to resolve issues raised through the FCRM effectively.
• Conduct training and capacity-building sessions for project staff and partners on FCRM procedures and ethical handling of complaints.
• Maintain confidentiality and safeguard the rights and dignity of all complainants and feedback providers.
• Prepare regular reports on FCRM activities, including statistics, case studies, and lessons learned for management and donors.
• Support the integration of protection and gender-sensitive approaches within the FCRM.

Requirements

• Bachelor’s Degree in Social Sciences, Human Rights, Community Development, or related fields.
• Minimum of 3 years experience managing feedback and complaints mechanisms, preferably in humanitarian, development, or conflict-affected settings.
• Strong understanding of accountability to affected populations (AAP) principles and protection standards.
• Excellent communication, interpersonal, and conflict resolution skills.
• Ability to handle sensitive information with discretion and maintain confidentiality.
• Experience working with diverse communities, including vulnerable and marginalized groups.
• Proficient in MS Office and data management tools.
• Fluency in English; knowledge of Hausa or other local languages is an advantage.