FCRM (Feedback, Complaints and Response Mechanism) Assistant at Elela Care Humanitarian and Development Organization

ByMuhuddin Samaila

Elela-Care Humanitarian and Development Organization (ECM) is a youth-led, non-governmental organization dully registered with Nigerian government through Corporate Affairs Commission (CAC/IT NO: 182167). Existing since June 2022, ECM focuses on improving the quality of life of vulnerable population across communities in North East Nigeria. ECM operates both in emergency and developmental context and have its programme principally rooted in identifying gaps that affects population or increases vulnerability of population and bridging those gaps through resource base planning and implementation.

We are recruiting to fill the position below:

Job Title: FCRM (Feedback, Complaints and Response Mechanism) Assistant

Location: Maiduguri, Borno (with frequent travel to project sites)
Employment Type: Contract
Contract Type: Fixed-Term (5 months, renewable subject to funding and performance)
Expected Start Date: As soon as possible
Reporting to: MEAL Officer

PAbout the Role

  • We are seeking a dynamic and committed individuals to strengthen our accountability systems through the Feedback, Complaints and Response Mechanism (FCRM).
  • The FCRM Assistants will play a key role in ensuring that beneficiaries, communities, and stakeholders can safely provide feedback, raise complaints, and receive timely responses, in line with humanitarian standards and donor requirements.
APPLY ALSO:  Protection Officer at Global Village Healthcare Initiative for Africa (GHIV Africa)

Key Responsibilities

  • Manage and maintain all FCRM channels (hotline, suggestion boxes, community meetings, WhatsApp, and digital platforms).
  • Register, document, track, and follow up on all feedback and complaints received from beneficiaries and non-beneficiaries.
  • Conduct community sensitization and awareness sessions on FCRM, safeguarding, and referral pathways.
  • Support awareness sessions to ensure communities understand their rights, entitlements, and available OTP and nutrition services.
  • Monitor trends in feedback related to nutrition services (including OTP) and provide regular reports to management.
  • Ensure FCRM is accessible, inclusive, and safe for all groups (women, children, persons with disabilities, and marginalized populations).
  • Support timely resolution of complaints and provide feedback to complainants.
  • Prepare weekly and monthly FCRM reports and dashboards for management and donors.
  • Collaborate with the MEAL team to analyse trends and recommend improvements to programming.
  • Uphold strict confidentiality and adhere to ECM’s Safeguarding and PSEAH policies at all times.
APPLY ALSO:  Head Of Sterilization Technicians at Médecins Sans Frontières (MSF) / Doctors Without Border

Requirements

  • Diploma or Bachelor’s degree in Social Sciences, Development Studies, or any related field.
  • Minimum of 1 year experience in accountability, MEAL, protection, or community engagement in a humanitarian setting.
  • Excellent communication and interpersonal skills (Hausa and Kanuri language proficiency is a strong advantage).
  • Good report-writing and basic computer skills (MS Word, Excel).
  • Strong commitment to humanitarian principles, gender sensitivity, and safeguarding.
  • Willingness to travel frequently to field locations.

Application Closing Date
25th March, 2026.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note

  • Only shortlisted candidates will be contacted.
  • Applications will be assessed on a rolling basis
  • Elela-Care is committed to diversity equity and inclusion, women and person living with disabilities are strongly encouraged to apply.
  • Elela-Care is an equal opportunity employer and is committed to ethical recruitment, please note that we don’t collect money or participate in any fraudulent activities you can report such to: recruitment.elelacare@gmail.com
  • ECM has zero tolerance Sexual exploitation and abuse.
APPLY ALSO:  Case Worker at Protection without Borders (POWIB) - 6 Openings

Sama’ila Muhuddin is a dedicated Registered Nurse and humanitarian professional with over seven years of frontline experience. Since May 2018, he has served with prominent international non-governmental organizations, including Médecins Sans Frontières (MSF) Holland, Spain, France projects and ALIMA, responding to emergencies and providing critical care in some of the most challenging humanitarian settings.

Similar Posts