Complaint Feedback Response Mechanism Assistant

Job Overview


The CFM assistant will aid multi-sectoral interventions for IDPs/HCs in NW Nigeria, supporting program design, planning, monitoring, and evaluation through data management and facilitating implementation at the state level, under the MEAL Officer's guidance.
This role involves collecting and resolving complaints in the field.
The assistant will ensure accurate complaint registration and provide feedback to beneficiaries and non-beneficiaries.
Responsibilities include data collection, analysis, and reporting. The assistant will help track key indicators and deliver timely reports to the MEAL officer, DPM, and Area Coordinator.


Key Responsibilities

Under the MEAL Officer's supervision, and in collaboration with project and Base colleagues, the assistant will:


Manage complaint registration from beneficiaries and non-beneficiaries at implementation sites.
Participate in awareness sessions informing beneficiaries and communities about their right to file complaints and receive feedback.
Maintain an efficient record system for resolved and pending complaints, including related documents for easy reference.
Alert the MEAL Officer of issues requiring immediate action and follow up on their resolution.
Verify and screen non-beneficiaries seeking program inclusion, reviewing documentation and communicating with the Data Tally Clerk to prevent duplications.
Counsel and educate mothers and caregivers filing complaints, ensuring they understand the program and admission process.
Provide feedback to complainants on resolved issues, with Project Management Committees (PMC) support.
Treat beneficiaries respectfully, adhering to COOPI's Code of Ethics and Conduct and the UN CEDAW convention
Collaborate with program teams to share COOPI information within LGAs and gather beneficiary feedback as per guidelines
Work with government and humanitarian partners to facilitate information sharing, consulting with Project Manager/Field Coordinator/Program Manager
Assist the program team in establishing the Complaint Response Mechanism at Ward/LGA levels and handling complaints/feedback.
Perform other tasks assigned by the direct supervisor related to program implementation.


Desired Skills, Qualifications and Experience


Degree / Diploma in Sociology, Economics, Rural Development, Development Studies, Statistics, Demography or related field with humanitarian/development project experience.
Professional, motivated, flexible, and culturally sensitive
1-2 years of CFM-related experience with an INGO
Experience in data collection, analysis, and report writing
Excellent communication, writing, and analytical abilities
Strong communication skills and proficient report writing
Resident and familiar with Northwest Nigeria's terrain
Proficient in Microsoft Office programs (Access, Outlook, Excel, PowerPoint, and Word)
Experience with database-specific software
Excellent communication, writing, and analytical skills
Experience in designing and leading capacity building for national teams preferred
Knowledge of local languages (Hausa and others) beneficial
Skilled in data collection and managing large beneficiary registers
Willing to be based in and travel to remote areas with limited services



Please refer to application instructions for next steps