Complaint Feedback Response Mechanism Assistant (CFRM) At Terre des hommes in Benue

Complaint Feedback Response Mechanism Assistant (CFRM) At Terre des hommes – Nigeria

Location: Benue State, Nigeria
Advert Closing date: 29th December 2025.

About Terre des hommes Foundation (Tdh)

Terre des hommes (Tdh) is the leading Swiss child relief agency. The Foundation has been helping children in need for over 50 years, defending their rights regardless of their race, creed, or political affiliation. In over 30 countries, Tdh protects children against exploitation, and violence, improves children’s and their mother’s health, and provides emergency psychological and material support in humanitarian crises.

General description of the position:

Under the direct supervision of the MEAL Officer, the Complaint and Feedback Response Mechanism (CFRM) Assistant serves as the first point of contact for project participants seeking to provide complaints or feedback. The role supports the CDCS Project in Benue State (Ortese and Daudu II) by ensuring strong and meaningful Accountability to Affected Populations (AAP)with particular attention to women, girls, and other vulnerable groups who may need to provide feedback or raise sensitive complaints.

The CFRM Assistant is responsible for the timely, systematic, and confidential receipt, processing, and referral of feedback and complaints received through multiple channels, including hotline calls, helpdesks, suggestion boxes, community outreach, and any other mechanisms established under the CDCS project.

The role supports the mainstreaming of accountability and safeguarding standards across all project activities and contributes directly to improving programme quality, inclusion, and community trust within the project framework.

Given the sensitive nature of the position, the CFRM Assistant must demonstrate neutrality, professionalism, high integrity, and strict confidentiality to maintain beneficiaries’ trust. He/she will ensure that all feedback and complaints mechanisms are safe, accessible, culturally appropriate, gender-sensitive, and fully aligned with Tdh MEAL, safeguarding, and protection standards across all project locations.

The main tasks of this function are:

Support the MEAL Officer to establish and operationalize confidential, accessible, gender- and age-appropriate CFRM channels across all CDCS locations (helpdesks, hotlines, suggestion boxes, community desks, FGDs, outreach, peer networks).
Ensure CFRM mechanisms reflect community preferences identified during project-start community consultations, especially those of women and adolescent girls.
Ensure mechanisms are culturally appropriate and accessible to persons with disabilities and vulnerable groups.
Provide timely feedback to complainants while ensuring dignity and confidentiality
Ensure all CFRM interactions follow child-safe, survivor-centered, gender-sensitive procedures.
Work closely with the FJDP M&E Officer to ensure a harmonized, integrated CFRM system across both partners.
Compile and share weekly and monthly CFRM trend reports with the MEAL Officer.
Main responsibilities
Support the MEAL team, to assess communities’ preferred communication means to formulate feedback / complaints with Tdh and he or she needs be proactive about these.
Support the MEAL team, in ensuring the complaint feedback and response mechanism (CFRM) offers as many communications means as possible, while taking into account the specificities of the local context and culture
Ensure all CFRM interactions follow child-safe, survivor-centered, gender-sensitive procedures
With support of the MEAL team, coordinate to develop clear CFRM IEC materials in a language and visual format that can be widely understood (including people with low levels of literacy) and children freely format.
Promote access to feedback channels for women and girls through women-only spaces, peer facilitators, and targeted outreach
Answer/Listen, process, and respond to feedback / complaints and guide beneficiaries that seek help through hotlines and other CFRMs outlets.
Ensure that up-to-date programming & other relevant information is available and shared with people in need through hotlines, helpdesk, outreach, and other information sharing platforms.
Ensure that all complaints are channeled internally to the appropriate department for review and keep follow-up for response within 2 weeks, with beneficiary satisfaction feedback recorded.
Compile and share weekly and monthly CFRM trend reports with the MEAL Officer.
Follow up in a constructive and proactive manner on pending complaints with relevant persons responsible for complaint follow-up and verify that all complaints are adequately and comprehensively addressed.
Ensure that sensitive feedback and complaints are channeled through the right process immediately. (Feedback & Complaints especially on child protection issues, staff misconduct, corruption, and fraud)
Be constructive and proactive to ensure that daily, weekly, and monthly CFRM reports are prepared and shared with the supervisor within the month.
Also be proactive to provide regular and timely updates on progress and challenges to line manager.
Support quarterly community review meetings and after-action reflection sessions with women and girls, as outlined in the CDCS project plan.

Qualifications and Experience

Diploma or bachelor’s degree in social sciences, statistics, development studies or related field.
Minimum 2–3 years of experience in MEAL, accountability, CFRM, safeguarding, or protection.
Experience working with vulnerable and conflict-affected populations preferred.
Understanding of gender- and age-sensitive accountability mechanisms.
Familiarity with feedback management systems, ethical data handling, and safeguarding principles.
Strong communication and interpersonal skills; ability to communicate with women, men, adolescents, and children.
Ability to conduct FGDs, KIIs, and community consultations.
Proficiency in English and local languages in Benue (Tiv, Idoma) desirable
Ability to relate to affected individuals and populations in a humble manner, listen and act on issues, maintain discretion.
Ability to write basic reports with required graphics to highlight concerns.
Familiar with child protection policy.
Candidates from Benue state are preferable.

Given the project’s focus on accountability and support to women and girls, female candidates are strongly encouraged to apply.

Competencies:

• High integrity, transparency, emotional maturity, and confidentiality

• Strong observation, analytical, and problem-solving skills

• Ability to handle sensitive complaints with empathy

• Good time management and ability to work under pressure

• Strong report writing skills

• Cross-cultural sensitivity and flexibility

Security

• Comply with Tdh Security Regulations

General Code of of Conduct and Tdh’s Risk Management Policies

Commits to complying with the General Code of Conduct and systematically reports any breach of the Code through the Tdh warning procedure raises the awareness within the Foundation on violence and abuse and the rights that derive from them regarding children, community members and our own employees.
Commits to complying with the Risk Management Policies, including Safeguard policies (the policy of Safeguarding Children, the Policy of Protecting against Exploitation and Sexual Abuse, the Guideline on Abusive Behavior at Work), the Safety/Security Policy and Anti-Fraud/Corruption Policies and the Prevention of Funding Criminal Activities.
Commits to reducing the risk of abuse by developing an open and informed culture of management within the organization and in our work with children and the communities where we work.
The tasks and responsibilities defined in this job description are not exhaustive and can evolve depending on the project’s needs.

Equal Opportunity Clause:

Terre Des Hommes- Nigeria is committed to fostering a diverse, inclusive, and equitable workplace where all individuals are valued and respected. We are proud to be an equal opportunity employer and celebrate the differences that make us unique. We encourage applications from individuals of all backgrounds, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Hiring Conditions

• Applications will be processed on a rolling basis.

Method of Application: Interested and qualified candidates should go to: https://forms.gle/Cqh9eMeQbh3XF9keA to Apply.