Complaint and Feedback Mechanism (CFM) Assistant at Mon Club International

Mon Club International leverages the capacities of its members, who are drawn from several humanitarian organizations (UN, INGOs, NGOs, Civil-Societies, etc.) across the globe, in meeting the needs of the underserved across the country.

• Position: 2 positions (one for each locations)
• Duty Station: Kaga & Magumeri LGAs Borno. Nigeria.
• Contract Duration:  6 months
• Classification: Non-family duty station

JOB DESCRIPTION:

The CFM Assistant is responsible overseeing and executing monitoring, evaluation, and Complaint and Feedback mechanism activities for the project. Directly Reporting to the GESI Officer. This role requires a comprehensive understanding of MEAL concepts, qualitative and quantitative techniques, data analysis, reporting, and training.

Main Responsibilities

The CFM Assistant is responsible overseeing and executing monitoring, evaluation, and Complaint and Feedback mechanism activities for the project. Directly Reporting to the GESI Officer. This role requires a comprehensive understanding of MEAL concepts, qualitative and quantitative techniques, data analysis, reporting, and training.

Education, Professional Experience and Professional requirement

• Collaborate with the MEAL Officer to establish effective structures for managing complaints and feedback in the field. Ensure the integrity of information by managing the CRM database, documenting, and aggregating complaints data.
• Provide detailed summaries of complaints issues for monthly and quarterly program team meetings and reports.
• Oversee the collection of high-quality feedback across the response with support from the MEAL Officer.
• Interface with program team members, offering support for program coordination and policy engagement.
• Demonstrate strong facilitation and organizational skills, analyzing and communicating within a complex CFM system.
• Assist in program updates for response management and internal information sharing.
• Support the Protection Officer with data collection processes if needed.
• Conduct field monitoring visits, utilizing the Quality benchmark/monitoring checklist, and facilitate focus group discussions.
• Assist with the implementation of program evaluations, including data collection.
• Support MEAL in conducting assessments as needed.
• Handle, document, and ensure the confidentiality and security of informational resources related to feedback and complaints from beneficiaries.
• Actively support the Complaints and Feedback Mechanism, including communicating responses to complainants and liaising with programs and operations for prompt follow-up.
• Contribute to ongoing MEAL efforts by reporting routine monitoring data against performance monitoring plans and frameworks.
• Work with field teams to collect information on potential case studies and success stories.

 Skills and Competence

• Good communication skills (verbal and written).
• A proactive and flexible approach to work.
• Strong interpersonal skills.
• Proficient in the use of Microsoft office;(Outlook, excel, word and PowerPoint)

Other Requirement (Language(s) proficiency)

• Fluency in written and spoken English. Fluency in Hausa/Kanuri is an advantage.

How To Apply

Interested and qualified candidates should forward their CV  and Cover letter to: hr@monclubint.org using the position as subject of email.