Complaints and Feedback Mechanism (CFM) Assistant At Sorasun Foundation (SRF)

SORASUN FOUNDATION: (SRF) is a nongovernmental organization (NGO) founded in 2020, none-bias, non-political, non-profit making, charitable based organization designed to render humanitarian programs in all ramification of life, as well as support and protect the most vulnerable who are victims of violence, exploitation and liberate them to live purposeful lives despite the challenges. We treat equally without any discrimination.

Job Title:  Complaints and Feedback Mechanism (CFM) Assistant

Section: Health

Job Reference Code:

Duration: 6 months

Duty Station: Adamawa state (Madagali)

Reports to:   Complaints and Feedback Mechanism (CFM) officer

Start Date: IMMEDIATELY

Purpose of Assignment:

The CFM Assistant supports the implementation of accountability systems by managing complaints and feedback from beneficiaries and stakeholders. This role ensures that concerns are received, documented, referred, and resolved in a timely, confidential, and respectful manner. The CFM Assistant plays a key role in promoting transparency, trust, and continuous improvement in humanitarian programming.

Major duties and responsibilities:

•          Receive, record, and categorize complaints and feedback through various channels (e.g., help desks, suggestion boxes, hotlines).

•          Ensure timely referral of complaints to relevant departments and follow up on resolution.

•          Maintain confidentiality and safeguard sensitive information in line with organizational policies.

•          Support awareness-raising activities to inform communities about the CFM process.

•          Assist in analyzing feedback trends and preparing regular reports for program improvement.

•          Collaborate with MEAL and program teams to ensure accountability mechanisms are integrated into project activities.

•          Promote respectful and inclusive communication with beneficiaries, ensuring their voices are heard and valued.

Policy Adherence

• Actively promote Child Safe Guarding standards within First Step Action for Children Initiative and among the children we serve
• Actively promote PSEA (prevention of sexual exploitation and abuse) standards within First Step Action for Children Initiative and among beneficiaries
• Adhere to the Code of Conduct, maintain humanitarian principles and respect humanitarian law at all times.
• Adhere to the Adamawa state Health Crae Development Agency Code of Conduct, for health at all times.
• Adhere to the national protocols at all times
• Adhere to the Code of Conduct, maintain humanitarian principles and respect humanitarian law at all times
• Other assigned duties and responsibilities are effectively accomplished.
• Performs any other duties and responsibilities assigned as appropriate to the purpose of this post, and delivers the results as required.

Code of Conduct

As applicable to this position, an individual must promote and encourage a culture of compliance and ethics throughout the organization and maintain a clear understanding of SORASUN and donor compliance and ethics standards and adheres to those standards.

If this is a supervisory position, one must set an example of ethical behavior through one’s own conduct and oversight of the work of others; ensure that those who report to you have sufficient knowledge and resources to follow the standards outlined in the Code of Conduct & Ethics; monitor compliance of the people you supervise; enforce the Code of Conduct & Ethics and SORASUN policies, including the Safeguarding Policy and the Protection from Harassment, Bullying and Sexual Misconduct in the Workplace Policy, consistently and fairly; support employees who in good faith raise questions or concerns.

Safeguarding

It is all staff shared responsibility and obligation to safeguard and protect populations with whom we work, including adults who may be particularly vulnerable and children. This includes safeguarding from the following conduct by our staff or partners: sexual exploitation and abuse; exploitation, neglect, or abuse of children, adults at risk and any form of trafficking in persons. Staff are also responsible for preventing violations to our Code of Conduct and Ethics, which may involve Conflicts of Interest, Fraud, Corruption or Harassment. If you see, hear or are made aware of any violations to the Code of Conduct and Ethics or Safeguarding Policy, you have an obligation to report

EDUCATION & OTHER SKILL: BSc in Social Science, or other relevant disciplines.

WORK EXPERIENCE:

Four years of professional work experience in planning, programming, implementation monitoring and evaluation of Nutrition project/program. Professional work experience in a project/program management function or a technical expert capacity in health or Nutrition care

•          Background/familiarity with Emergency.

•          Excellent communications skills, both oral and written

•          Extremely flexible, and have the ability to cope with stressful situations and frustrations

•          Strong writing and presentation skills

•          Proven capabilities in leadership required

LANGUAGE PROFICIENCY: Fluency in English and local working language of the duty station will be an asset.

Closing date:9th November 2025.

Method of Application

Interested and qualified candidates should send their Resume and Cover Letter to:

[email protected] using the Job Title as the subject of the mail