Job Title: CFM Assistant
Location: Bama, Borno
Employment Type: Contract
Cntract Duration: Fix Term – One Year ( Renewable position based on the need)
Workhours: Full-time
ZOA’s Programme in Nigeria
ZOA has been working in Borno State in Nigeria since 2016, especially in 10 LGAs in Borno State and 3 LGAs in Yobe State.
We reach out to the internally displaced persons and vulnerable host communities with emergency humanitarian & early recovery assistance to meet their needs. ZOA Nigeria focuses on Food Security & Livelihoods, WaSH, Education.
Position is opened for National Candidates.
Responsibilities
Support the setup and management of the Complaints and Feedback Mechanism (CFM) in target communities, ensuring accessibility, confidentiality, and responsiveness.
Operate and monitor CFM channels such as help desks, suggestion boxes, toll-free lines, and in-person reporting systems during activity implementation and distributions.
Receive, document, and follow up on feedback and complaints in accordance with the project’s accountability framework and referral procedures.
Work closely with community structures (e.g., PMCs, LPCs, and CMCs) to raise awareness about the right to give feedback and the availability of CFM services.
Support the timely referral of sensitive protection-related cases (e.g., GBV, SEA, safeguarding) to relevant protection actors through established pathways.
Contribute to feedback trend analysis to inform program adaptation and conflict-sensitive responses, particularly in agriculture, income generation, and nutrition interventions.
Ensure CFM tools and practices are gender-sensitive, culturally appropriate, and inclusive of persons with disabilities, IDPs, and marginalized groups.
Participate in participatory planning meetings and community reflection sessions to support inclusive decision-making and responsiveness to community priorities.
Prepare weekly and monthly summaries of complaints, feedback, and action taken, and share with the Project Manager as required.
Maintain a safe, respectful, and neutral approach when dealing with all feedback providers.
Requirements
Diploma or degree in Social Work, Development Studies, Communications, or a related field.
At least 1–2 years of experience in humanitarian accountability, community feedback handling, or protection-related roles.
Familiarity with safeguarding, protection and referral procedures.
Strong interpersonal, listening, and communication skills with demonstrated ability to engage respectfully with diverse groups.
Ability to manage sensitive data with confidentiality and professionalism.
Basic skills in data entry, report writing, and using digital or paper-based tracking tools.
Fluency in English and local languages (e.g., Hausa, Kanuri) is required.
Commitment to humanitarian principles, accountability to affected populations, and gender and social inclusion.
Skills:
Flexible and adaptability;
Interpersonal and cross-cultural sensitive;
Able to work under pressure and with strict deadlines;
Behaviour & Attitude:
Able to work in a sometimes fluid and insecure environment.
Special Conditions:
Frequent travel to in-field locations within the programme area, and to other ZOA programme locations, and stay with the project implementation team for further guidance and support.
Salary And Other Terms of Employment
Attractive and Negotiable.
Application Closing Date
26th June, 2025.
Link: https://cvselection.net/zoa-nigeria-1/21/?return=/zoa-nigeria-1/
