About COOPI – Cooperazione Internazionale
COOPI – Cooperazione Internazionale is a renowned Italian humanitarian NGO, founded in Milan in 1965. With over five decades of field experience, COOPI has supported the most vulnerable communities worldwide to overcome the impact of wars, natural disasters, and chronic poverty. The organization works across multiple sectors, including Food Security, Health, WASH, Human Rights, Education, Sustainable Energy, Disaster Risk Reduction, and more.
Since launching operations in North-East Nigeria in 2014, COOPI has expanded its work into North-West Nigeria, including Sokoto State, where it delivers integrated humanitarian support to internally displaced persons (IDPs) and host communities. COOPI maintains its Nigeria field base in Sokoto to support ongoing interventions in areas such as Social Protection, Livelihoods, Nutrition, and Child Protection.
Position Overview
We are currently recruiting a Complaint Feedback Response Mechanism (CFM) Assistant to support the delivery of multi-sectoral humanitarian interventions across Rabah and Goronyo LGAs in Sokoto State. The CFM Assistant will be responsible for managing and resolving beneficiary complaints and feedback, ensuring that community voices are heard and integrated into program design and improvement.
Working closely under the supervision of the MEAL Officer, the role involves handling complaints at the field level, ensuring timely and accurate data collection, and fostering transparent communication with beneficiaries.
Key Responsibilities
- Register and manage complaints from beneficiaries and non-beneficiaries during project implementation.
- Conduct sensitization activities to inform communities about their rights and the complaint response mechanisms available.
- Maintain detailed records of complaints received, actions taken, and resolutions, ensuring confidentiality and quick reference.
- Promptly report urgent issues to the MEAL Officer and ensure follow-up and closure of cases.
- Support the verification of individuals requesting inclusion in the program and avoid duplication through cross-checking with registration teams.
- Provide counseling and clarification to community members on program goals, eligibility criteria, and complaint procedures.
- Offer timely and appropriate feedback to complainants, coordinating with Project Management Committees (PMCs) when needed.
- Ensure respectful, dignified treatment of all beneficiaries, in accordance with COOPI’s Code of Conduct and gender-sensitive practices such as those outlined in the UN CEDAW framework.
- Support the setup and operationalization of the CFM at ward and LGA levels.
- Collaborate with field teams, local authorities, and partner organizations to promote accountability and learning.
- Assist with periodic data analysis and reporting related to the CFM function, contributing to broader program monitoring and learning.
Candidate Profile
Qualifications & Experience
- A degree or diploma in Sociology, Economics, Rural Development, Development Studies, Statistics, Demography, or related fields.
- 1–2 years of relevant experience in Complaint Feedback Mechanism roles, preferably within an INGO or humanitarian context.
- Demonstrated experience in data collection, database management, and reporting.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint, Access).
Skills & Competencies
- Strong interpersonal and communication skills (written and verbal).
- Ability to handle sensitive issues with confidentiality, respect, and cultural awareness.
- Familiarity with community dynamics and terrain in Northwest Nigeria.
- Fluency in Hausa or other local languages is strongly preferred.
- Willingness to travel regularly to remote field sites with limited infrastructure.
- Experience in training or capacity building is a plus.
How to Apply
Interested and qualified candidates should fill the application form through the following link: https://docs.google.com/
