The Community Feedback Mechanism Intern provides service support to the country programme by collecting feedback from communities and reporting concerns that may arise. The role supports the implementation of Community Feedback Mechanism activities involving community engagement and accountability, including answering NRC hotline calls, recording complaints and feedback, and documenting and sharing feedback received through the CFM Toll‑free line for swift action taking.
The position supports the monitoring and strengthening of the use of referral systems within the community and ensures confidentiality in collecting and documenting feedback from the community. The Intern regularly updates herself/himself with NRC projects, policies and procedures, particularly in relation to complaints and feedback, and supports understanding and briefing of staff and others on NRC Nigeria CFM Accountability Mechanism.
Working closely with community leaders, beneficiaries, and the CFM team, the Intern supports routine CFM activities, community engagement meetings, participation meetings, information sharing, mobilisation of community members, and collection and upload of data from the field through CFM data tools, contributing to accountability and strengthening referral pathways.
Role and Responsibilities
Generic Responsibilities
- Adhere to NRC policies, tools, handbooks and guidelines
- Assist with the implementation of the support function portfolio according to plan of action
- Promote and share ideas for improvement of the support function
- Promote the rights of IDPs/returnees in line with advocacy strategy
- Collect CFM data and document it
- Involve and inform communities and community leaders about NRCs activities to ensure accountability
- Ensure confidentiality in collecting and documenting feedback from the community
- Perform any other duties as requested by the Supervisor
- Ability to translate English to any local languages
- Ensure the monitoring and strengthening of the use of referral system within the community
- Experience from working as community support staff in a humanitarian/recovery context is an added advantage.
Specific Responsibilities
- Answer NRC hotline calls and record complaints/feedback applying the templates prepared for that purpose
- Document and share feedback received through the CFM Toll‑free line with the CFM Coordinator for swift action taking
- Ensure confidentiality of all information received is upheld and respected
- Regularly update herself/himself with NRC projects to understand thematic and operational areas
- Understand well and brief staff and others on NRC Nigeria CFM Accountability Mechanism
- Regularly update herself/himself with NRC policies and procedures particularly in relation to complaints and feedback
- Assist in the implementation of all CFM activities involving community engagement
- Establish, strengthen and maintain relations with community stakeholders, local leaders and beneficiaries
- Collection and upload of data from the field through CFM data tools
- Assist in mobilisation of community members through community leaders for activities
- Work closely with community leaders and beneficiaries under the supervision of the CFM Officer to ensure accountability
- Support routine CFM activities across all program locations
- Engage with community to identify protection and accountability issues and report same for immediate and necessary action, thereby strengthening the referral pathway.
Qualifications
Professional Competencies
- Experience in facilitation for different category of people
- Experience in handling phone calls with dignity and respect to callers
- Previous experience working in complex and volatile context
- Document results related to the position’s responsibilities
- Knowledge of English and other local languages.
Context / Specific Skills, Knowledge and Experience
- Minimum qualification of secondary school certificate
- Must have excellent interpersonal and organizational skills
- Knowledge about own leadership skills/profile
- Understanding of the community profile, local cultures, traditional and religious structures
- Fluency in English, Hausa, and any local languages within the community
- Excellent communication skills (written and oral)
- Evidence of significant involvement with the communities is an added advantage.
Behavioural Competencies
- Handling insecure environment
- Confidential
- Integrity
- Planning and delivering results
- Empowering and building trust
- Communicating with impact and respect
- Highest standards of ethics and integrity.
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The Communications Intern supports the implementation of communications activities in line with organisational guidelines and donor requirements. The role assists in producing communication materials for both internal and external audiences and ensures compliance with branding and visibility standards across all outputs. By contributing to documentation of programme activities through photos, short stories, and field notes, and supporting content collection from field teams, the Intern strengthens communications outputs and supports programme impact and advocacy.
The position supports media monitoring by tracking relevant news and humanitarian updates and compiling summaries, assists in preparing visibility materials for projects such as factsheets and briefs, and supports the development of simple photo and video content where skills exist. The Intern also helps organise and archive communication materials, including photos, videos, and reports, and supports logistics for media visits, events, or campaigns when required.
Working closely with the Media and Communications Coordinator, programme teams, and the grants unit, the Communications Intern supports administrative and coordination tasks, participates in team meetings, and contributes ideas for improving communications outputs, while gaining hands‑on experience in humanitarian communications, donor visibility, and branding requirements.
Responsibilities
Generic Responsibilities
- Support the implementation of communications activities in line with organisational guidelines and donor requirements
- Assist in producing communication materials for both internal and external audiences
- Ensure compliance with branding and visibility standards across all outputs
- Contribute to documentation of programme activities through photos, short stories, and field notes
- Support the communications team in administrative and coordination tasks
- Participate in team meetings and contribute ideas for improving communications outputs
Specific Responsibilities
- Assist in drafting basic communication materials such as:
- Human interest stories
- Social media posts
- Internal updates and newsletters
- Support content collection from field teams, including photos and participant stories
- Support media monitoring by tracking relevant news and humanitarian updates and compiling summaries
- Assist in preparing visibility materials for projects (factsheets, briefs, etc.)
- Support the development of simple photo and video content (where skills exist)
- Help organise and archive communication materials (photos, videos, reports)
- Support logistics for media visits, events, or campaigns when required
Learning Objectives
- Gain hands-on experience in humanitarian communications
- Develop writing skills for advocacy and storytelling
- Understand donor visibility and branding requirements
- Learn how communications supports programme impact and advocacy
- Build basic media and stakeholder engagement skills
Scale and Scope of the Position
Staff:
- None (potentially a Communications/Advocacy Assistant)
Stakeholders:
- Programme teams
- Communications team
- Occasional interaction with partners
Budgets:
Information:
- Internal communication platforms, reports, and social media channels
Legal or Compliance:
- NRC Terms of Employment
- NRC Security Policy
- NRC Code of Conduct
- NRC Policies
- NRC Security Standard Operating Procedures
Critical Interfaces
- Media and Communications Coordinator
- NRC Core Competency Program Managers and Coordinators
- Grants Unit
Qualification
- BSc/HND in Mass Communication
- Strong interest in communications, media, or humanitarian work
- Basic writing and storytelling skills
- Familiarity with social media platforms
- Basic photography or content creation skills (an added advantage)
- Good command of English (written and spoken)
- Knowledge of Hausa is an advantage
Context / Specific Skills, Knowledge and Experience
- Willingness to learn and adapt in a fast-paced environment
- Ability to meet deadlines and follow guidance
- Interest in humanitarian issues, especially in Northeast Nigeria
- Basic organisational and coordination skills
Behavioural Competencies
- Proactive and willing to take initiative
- Open to feedback and learning
- Good teamwork and interpersonal skills
- Attention to detail
- Ability to handle multiple small tasks simultaneously
Performance Management
The intern will be assessed based on:
- Quality of assigned tasks and outputs
- Learning progress and skill development
- Adherence to organisational values and standards
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