Feedback, Complaints and Response Mechanism (FCRM) Assistant at Elela-Care Humanitarian and Development Organization (ECM)

Location: Maiduguri, Borno State (with frequent travel to project sites) 

Contract Type: Fixed-Term (5 months, renewable subject to funding and performance) 

Reporting to: MEAL Officer

Job Field: Programs

About the Role 

Elela-Care Humanitarian and Development Organization (ECM) is seeking dynamic and committed individuals to strengthen our accountability systems through the Feedback, Complaints and Response Mechanism (FCRM). The FCRM Assistants will play a key role in ensuring that beneficiaries, communities, and stakeholders can safely provide feedback, raise complaints, and receive timely responses, in line with humanitarian standards and donor requirements.

Key Responsibilities

• Manage and maintain all FCRM channels (hotline, suggestion boxes, community meetings, WhatsApp, and digital platforms).
• Register, document, track, and follow up on all feedback and complaints received from beneficiaries and non-beneficiaries.
• Conduct community sensitization and awareness sessions on FCRM, safeguarding, and referral pathways.
• Support awareness sessions to ensure communities understand their rights, entitlements, and available OTP and nutrition services.
• Monitor trends in feedback related to nutrition services (including OTP) and provide regular reports to management.
• Ensure FCRM is accessible, inclusive, and safe for all groups (women, children, persons with disabilities, and marginalized populations).
• Support timely resolution of complaints and provide feedback to complainants.
• Prepare weekly and monthly FCRM reports and dashboards for management and donors.
• Collaborate with the MEAL team to analyse trends and recommend improvements to programming.
• Uphold strict confidentiality and adhere to ECM’s Safeguarding and PSEAH policies at all times.

Requirements

• Diploma or Bachelor’s degree in Social Sciences, Development Studies, or any related field.
• Minimum of 1 year experience in accountability, MEAL, protection, or community engagement in a humanitarian setting.
• Excellent communication and interpersonal skills (Hausa and Kanuri language proficiency is a strong advantage).
• Good report-writing and basic computer skills (MS Word, Excel).
• Strong commitment to humanitarian principles, gender sensitivity, and safeguarding.
• Willingness to travel frequently to field locations.