Monitoring, Evaluation, Accountability & Learning/Complaint and Feedback Mechanism (MEAL/CFM) Assistant at Care First Community Initiative (CFCI)

Duty Station: Gwoza
Starting Date: To be announced
Duration of Contract: 6 Months
Reporting to: MEAL Officer

Role Purpose:

The MEAL/CFM Assistant manages complaint and feedback mechanisms, ensuring all complaints are addressed and follow-up is conducted in a timely manner. The role holder supports monitoring activities and data collection. The assistant will contribute 50% of their time to this project while ensuring beneficiary feedback and concerns are properly documented and resolved.

Child Safeguarding:

Level 1 -- General commitment to safeguarding principles required.

Scope of Role:

Reports to: MEAL Officer
Staff reporting to this post: Community Feedback Volunteers

Key Areas of Accountability:

Complaint and Feedback Mechanism Management

• Establish and maintain CFM systems and channels
• Receive, document, and categorize complaints and feedback
• Ensure timely response to all complaints
• Track complaint resolution processes and outcomes

Data Collection and Documentation

• Support monitoring data collection activities
• Maintain complaint and feedback databases
• Prepare CFM reports and analysis
• Document trends and patterns in complaints

Community Engagement

• Communicate CFM procedures to beneficiaries and communities
• Encourage feedback and complaint reporting
• Follow up with complainants on resolution
• Facilitate community feedback sessions

Quality Assurance

• Ensure CFM processes are functioning effectively
• Monitor response times and quality of resolutions
• Identify systemic issues from complaint patterns
• Support continuous improvement of CFM systems

General:

• Carry out any other CFM or monitoring-related duties as decided by the MEAL Officer
• Comply with and promote all CFCI policies

Qualifications:

• Secondary School Certificate (SSCE) or equivalent; tertiary qualification advantageous
• 1+ years of experience in community engagement or feedback mechanisms
• Fluency in verbal and written English and local languages

Experience Required:

• 1 to 3 years of experience in complaint handling or community feedback systems
• Excellent communication and interpersonal skills
• Strong organizational abilities and attention to detail
• Ability to work sensitively with complaint issues
• Basic proficiency in Microsoft Office and data entry
• Reliable and trustworthy approach to sensitive information
• Ability to maintain confidentiality of complaints
• Customer service orientation and empathy
• Strong problem-solving abilities
• Commitment to community-centered approaches
• Valid Driving Licence (advantageous)

Salary: To be discussed during interview.