Complaints and Feedback Mechanism (CFM) Assistant – Adamawa State

Uncategorized

In the humanitarian sector, accountability is not just a policy; it is the foundation of the relationship between an organization and the people it serves. A robust Complaints and Feedback Mechanism (CFM) ensures that the voices of affected populations are heard, respected, and acted upon, preventing exploitation and improving the quality of aid. By joining HARAF as a CFM Assistant, you become a vital link in this ethical chain, ensuring transparency and fostering a culture of mutual trust in the communities of Northeast Nigeria.

Job Summary

The CFM Assistant is responsible for facilitating and maintaining accessible, safe, and confidential channels for community feedback and grievances. The successful candidate will systematically document community input, ensure rapid referrals to relevant technical teams, and analyze trends to help HARAF continuously improve its humanitarian impact and accountability to affected populations.

Core Responsibilities

Mechanism Management & Intake

  • Channel Establishment: Support the rollout and daily operation of community-level feedback channels, ensuring they are culturally appropriate, safe, and easily accessible to all.
  • Incident Documentation: Systematically receive and register all feedback and complaints in strict accordance with HARAF’s Standard Operating Procedures (SOPs).
  • Confidentiality: Uphold the highest standards of data protection and a survivor-centered approach, particularly when handling sensitive or high-risk reports.

Referral & Resolution

  • Strategic Referrals: Categorize and forward received complaints to the appropriate units or external partners for immediate action and technical resolution.
  • Closing the Loop: Conduct rigorous follow-ups on all open cases to verify that community members have received a timely and satisfactory response.
  • Stakeholder Advocacy: Act as an internal advocate for community concerns, ensuring that feedback leads to tangible adjustments in program implementation.

Community Engagement & Analysis

  • Awareness Campaigns: Lead sensitization sessions to educate community members on their rights and the various methods available to provide feedback or report misconduct.
  • Trend Analysis: Monitor and analyze recurring themes in community feedback to produce analytical reports that inform senior management of emerging risks or successes.
  • Reporting: Prepare comprehensive weekly and monthly updates on CFM performance, highlighting resolution rates and outstanding challenges.

Candidate Profile: Qualifications & Experience

  • Academic Background: A Bachelor’s degree in the Social Sciences, Communications, Community Development, or a related field.
  • Professional Experience: 2 to 3 years of hands-on experience in community engagement, humanitarian accountability, or data management.
  • Technical Proficiency: Strong competency in Microsoft Office (specifically Excel for data tracking) and experience with digital data entry tools.
  • Language Skills: Professional fluency in English; the ability to communicate fluently in the local languages of Adamawa State is essential.

Essential Skills & Competencies

  • Interpersonal Excellence: Proven ability to engage with diverse community members with empathy, patience, and professional boundaries.
  • Ethical Rigor: An unwavering commitment to integrity, PSEA (Protection from Sexual Exploitation and Abuse), and safeguarding principles.
  • Field Resilience: A strong willingness to work in community-based settings and remote field locations.
  • Meticulous Record-Keeping: High attention to detail in documentation and the ability to manage sensitive information with total discretion.

Benefits of Applying

  • Salary: Competitive (Commensurate with NGO sector standards for accountability roles in Nigeria).
  • Career Impact: Directly influence the transparency and ethical standards of a leading national humanitarian organization.
  • Professional Growth: Gain specialized experience in “Accountability to Affected Populations” (AAP), a high-demand skill set in the international NGO sector.

About the Organization

Hope and Rural Aid Foundation (HARAF) is a Nigerian-led humanitarian force dedicated to supporting the most vulnerable populations in the Northeast. Since our inception in 2011 and formal registration in 2016, we have focused on reaching the most isolated and underserved communities where aid is often hardest to access. We believe that sustainable development is only possible when communities are empowered to participate in their own recovery. At HARAF, our mission is built on transparency, rural empowerment, and a deep-rooted commitment to restoring dignity to those affected by crisis.

Application Details

  • Location: Adamawa State, Nigeria
  • Employment Type: Contract
  • Application Deadline: Rolling (Early application is highly recommended)

How to Apply: Qualified and interested candidates should submit their application through the official HARAF recruitment form: Apply via HARAF Online Recruitment Form

Tips for Applicants

The CFM role is as much about data accuracy as it is about trust. In your application, provide specific examples of how you have handled sensitive information or managed community expectations in the past. Highlighting your experience with “Closing the Loop”—the process of ensuring a complainant receives an answer—will show the hiring team that you understand the true purpose of accountability.