Job Summary
CARE is seeking Community and Feedback Mechanism Assistants to support the successful implementation of a Resilience and social cohesion (peace) Project, in Northeast Nigeria. The project aims to restore basic services, rebuild livelihoods and infrastructure, and enhance social cohesion by bridging humanitarian, development, and peace interventions to foster a transformational process. The Project is a joint initiative implemented by UNICEF and WFP, with funding from the Federal Ministry for Economic Cooperation and Development (BMZ) of the German Government. The Community Feedback and Accountability Assistant will support the implementation and management of an effective Complaints and Feedback Mechanism (CFM) within the project areas. This role ensures that affected populations have access to safe, confidential, and accessible channels through which they can raise concerns, complaints, and feedback regarding project activities and service delivery. Working under the supervision of the Conflict and Peace Building Officer the post holder will coordinate closely with program teams and other stakeholders to ensure the integrity of information received, timely referral and resolution of issues, and that community voices inform and improve programming.
Job Details
SCOPE:
Employment Type: Contract – Full-Time
Job Status: Nationals only.
Slots: 10
Location: Jakusko, Yobe State.
RESPONSIBILITIES AND TASKS:
Job Responsibility #1: Complaints and Feedback Management
Receive, document, and manage complaints and feedback from community members regarding project activities using established channels such as MODA and SUGAR CRM platforms.
Ensure timely and accurate logging of complaints and feedback in the CRM database, categorizing issues based on urgency, sensitivity, and thematic area.
Ensure strict confidentiality and protection of sensitive information throughout the feedback process in accordance with data protection and safeguarding standards.
Job Responsibility #2: System Development and Coordination
Support the roll-out of Standard Operating Procedures (SOPs) for complaint management to ensure consistent application of policies and prompt action such as Community Complaints Management Committees
Work with community stakeholders to strengthen awareness and trust in the CFM, ensuring accessibility and inclusiveness for women, children, persons with disabilities, and other vulnerable groups
Job Responsibility #3: Data Management and Reporting
Maintain and update the CRM database to ensure completeness, accuracy, and integrity of recorded complaints and responses.
Aggregate complaint trends and feedback issues, producing monthly and quarterly analytical reports to guide program improvements and strategic planning.
Contribute to internal learning by documenting recurring complaints, community concerns, and examples of positive feedback.
Job Responsibility #4: Accountability and Learning
Provide regular feedback to complainants, ensuring they are informed about the status and outcome of their complaints in a transparent and respectful manner.
Follow up with program teams and operations units to ensure swift and effective responses to issues raised by the community.
Participate in periodic reviews of the CFM to assess its effectiveness and recommend areas for improvement based on feedback trends.
Job Responsibility #5: Community Engagement and Awareness
Conduct awareness sessions with community members on their rights to access information, express concerns, and provide feedback on the services they receive.
Support staff and field teams to understand their roles and responsibilities in promoting accountability to affected populations.
Work closely with community focal points and leaders to encourage participation in feedback systems and facilitate inclusive dialogue.
Job Responsibility #6: Referrals and Protection Support
Assist individuals with accessing relevant services by facilitating timely and appropriate referrals to protection, health, nutrition, and other service providers.
Ensure that all referrals are documented, tracked, and followed up to confirm services were received and beneficiary needs addressed.
Job Responsibility #7: Support to Monitoring and Evaluation
Contribute to the identification of success stories and case studies that reflect the impact of the feedback mechanism and community participation.
Ensure that all documents, reports, and data related to complaints and feedback are handled with a high level of confidentiality and stored securely.
Uphold ethical standards and safeguarding principles in all interactions with community members and during information handling.
Other Responsibilities:
Other Responsibilities as Assigned
Contribute to CARE’s resource mobilization efforts
Requirements
QUALIFICATION/EXPERIENCE/
Required
Basic Technical Skills, BSC or equivalent, professional certificate, in Social Science, Humanitarian studies or any related field
Minimum of 2 years’ experience working in a similar context
Well-developed conceptual, critical, analytical thinking and planning skills
Ability to take Initiative, drive to achieve results, ability to develop effective organizations Understanding and experience of gender equity issues and their relevance to humanitarian response work
Able to work outside of regular working hours as required, including evenings and weekends if required.
Good experience in supervision is required.
Fluency in English and Hausa
Competencies:
Approachability
Building Effective Teams
Integrity and Trust
Drive for Results
Negotiating
Organizational Agility
