COMMUNITY & FEEDBACK MECHANISM ASSISTANT

Job Summary

CARE is seeking Community and Feedback Mechanism Assistants to support the successful implementation of a Resilience and social cohesion (peace) Project, in Northeast Nigeria. The project aims to restore basic services, rebuild livelihoods and infrastructure, and enhance social cohesion by bridging humanitarian, development, and peace interventions to foster a transformational process. The Project is a joint initiative implemented by UNICEF and WFP, with funding from the Federal Ministry for Economic Cooperation and Development (BMZ) of the German Government. The Community Feedback and Accountability Assistant will support the implementation and management of an effective Complaints and Feedback Mechanism (CFM) within the project areas. This role ensures that affected populations have access to safe, confidential, and accessible channels through which they can raise concerns, complaints, and feedback regarding project activities and service delivery. Working under the supervision of the Conflict and Peace Building Officer the post holder will coordinate closely with program teams and other stakeholders to ensure the integrity of information received, timely referral and resolution of issues, and that community voices inform and improve programming.

Job Details

SCOPE:

Employment Type: Contract - Full-Time 

Job Status: Nationals only.

Slots: 10

Location: Jakusko, Yobe State.

RESPONSIBILITIES AND TASKS:

Job Responsibility #1: Complaints and Feedback Management

• Receive, document, and manage complaints and feedback from community members regarding project activities using established channels such as MODA and SUGAR CRM platforms.
• Ensure timely and accurate logging of complaints and feedback in the CRM database, categorizing issues based on urgency, sensitivity, and thematic area.
• Ensure strict confidentiality and protection of sensitive information throughout the feedback process in accordance with data protection and safeguarding standards.

Job Responsibility #2: System Development and Coordination 

• Support the roll-out of Standard Operating Procedures (SOPs) for complaint management to ensure consistent application of policies and prompt action such as Community Complaints Management Committees
• Work with community stakeholders to strengthen awareness and trust in the CFM, ensuring accessibility and inclusiveness for women, children, persons with disabilities, and other vulnerable groups

Job Responsibility #3: Data Management and Reporting

• Maintain and update the CRM database to ensure completeness, accuracy, and integrity of recorded complaints and responses.
• Aggregate complaint trends and feedback issues, producing monthly and quarterly analytical reports to guide program improvements and strategic planning.
• Contribute to internal learning by documenting recurring complaints, community concerns, and examples of positive feedback.

Job Responsibility #4: Accountability and Learning

• Provide regular feedback to complainants, ensuring they are informed about the status and outcome of their complaints in a transparent and respectful manner.
• Follow up with program teams and operations units to ensure swift and effective responses to issues raised by the community.
• Participate in periodic reviews of the CFM to assess its effectiveness and recommend areas for improvement based on feedback trends.

Job Responsibility #5: Community Engagement and Awareness

• Conduct awareness sessions with community members on their rights to access information, express concerns, and provide feedback on the services they receive.
• Support staff and field teams to understand their roles and responsibilities in promoting accountability to affected populations.
• Work closely with community focal points and leaders to encourage participation in feedback systems and facilitate inclusive dialogue.

Job Responsibility #6: Referrals and Protection Support

• Assist individuals with accessing relevant services by facilitating timely and appropriate referrals to protection, health, nutrition, and other service providers.
• Ensure that all referrals are documented, tracked, and followed up to confirm services were received and beneficiary needs addressed.

Job Responsibility #7: Support to Monitoring and Evaluation

• Contribute to the identification of success stories and case studies that reflect the impact of the feedback mechanism and community participation.
• Ensure that all documents, reports, and data related to complaints and feedback are handled with a high level of confidentiality and stored securely.
• Uphold ethical standards and safeguarding principles in all interactions with community members and during information handling.

Other Responsibilities:

• Other Responsibilities as Assigned
• Contribute to CARE’s resource mobilization efforts

Requirements

QUALIFICATION/EXPERIENCE/TECHNICAL SKILLS:

Required

• Basic Technical Skills, BSC or equivalent, professional certificate, in Social Science, Humanitarian studies or any related field
• Minimum of 2 years’ experience working in a similar context
• Well-developed conceptual, critical, analytical thinking and planning skills
• Ability to take Initiative, drive to achieve results, ability to develop effective organizations Understanding and experience of gender equity issues and their relevance to humanitarian response work
• Able to work outside of regular working hours as required, including evenings and weekends if required.
• Good experience in supervision is required. 
• Fluency in English and Hausa

Competencies:

• Approachability                            
• Building Effective Teams
• Integrity and Trust
• Drive for Results
• Negotiating
• Organizational Agility

NOTE:

• Only shortlisted applicants will be contacted.
• CARE is an Equal Opportunity Employer. CARE considers all applicants on the basis of merit without prejudice to race, sexual orientation, religion, disability, age, colour, national origin, marital status, or veteran status.
• There are individuals who may use CARE’s name and trademark in emails and on websites in an attempt to solicit fees from interested job seekers. Please note that CARE will not request for any monetary payments from applicants at any stage of the recruitment process.

Qualified Women and Persons with disabilities are strongly encouraged to apply.

About Company

CARE

https://www.carenigeria.org/

CARE is a global humanitarian and development leader within a worldwide movement dedicated to ending poverty. We are known everywhere for our unshakable commitment to the dignity of people. CARE vision is to seek a world of hope, tolerance and social justice, where poverty has been overcome and all people live with dignity and security. Our Mission is to work around the globe to save lives, defeat poverty and achieve social justice. We put women and girls in the center of our work because we know that we cannot overcome poverty until all people have equal rights and opportunities. We are strongly inspired and guided by our Core Values of Transformation, Integrity, Excellence, Diversity and Equality. CARE Nigeria was established in Nigeria in April 2017 and has been predominantly operating in the conflict affected Northeast, and in the Northwest. CARE aims to support vulnerable people who are affected by conflict, natural disasters and poverty across four key programming areas: Food and Nutrition Security and Livelihoods, Sexual Reproductive Health and Rights, a Life Free from Violence (Gender-based Violence Prevention and Response) and Women’s Economic Empowerment through its Flagship ‘Village Savings and Loans Association (VSLA) approach. Our Commitment to Nigeria people goes beyond our current humanitarian work to exploring and initiating longer-term development programs that address underlying causes of poverty and vulnerability in Nigeria. In collaboration with other stakeholders, we will initiate and support equitable and sustainable development interventions by enabling the underprivileged to realize their potential, exercise their right and strengthen linkages with broader society.