CFM Assistant at ZOA International

Job Title: CFM Assistant

ZOA’s Programme in Nigeria

• ZOA has been working in Borno State in Nigeria since 2016, especially in 10 LGAs in Borno State and 3 LGAs in Yobe State.
• We reach out to the internally displaced persons and vulnerable host communities with emergency humanitarian & early recovery assistance to meet their needs. ZOA Nigeria focuses on Food Security & Livelihoods, WaSH, Education.
• Position is opened for National Candidates.

Responsibilities

• Support the setup and management of the Complaints and Feedback Mechanism (CFM) in target communities, ensuring accessibility, confidentiality, and responsiveness.
• Operate and monitor CFM channels such as help desks, suggestion boxes, toll-free lines, and in-person reporting systems during activity implementation and distributions.
• Receive, document, and follow up on feedback and complaints in accordance with the project’s accountability framework and referral procedures.
• Work closely with community structures (e.g., PMCs, LPCs, and CMCs) to raise awareness about the right to give feedback and the availability of CFM services.
• Support the timely referral of sensitive protection-related cases (e.g., GBV, SEA, safeguarding) to relevant protection actors through established pathways.
• Contribute to feedback trend analysis to inform program adaptation and conflict-sensitive responses, particularly in agriculture, income generation, and nutrition interventions.
• Ensure CFM tools and practices are gender-sensitive, culturally appropriate, and inclusive of persons with disabilities, IDPs, and marginalized groups.
• Participate in participatory planning meetings and community reflection sessions to support inclusive decision-making and responsiveness to community priorities.
• Prepare weekly and monthly summaries of complaints, feedback, and action taken, and share with the Project Manager as required.
• Maintain a safe, respectful, and neutral approach when dealing with all feedback providers.

Requirements

• Diploma or degree in Social Work, Development Studies, Communications, or a related field.
• At least 1–2 years of experience in humanitarian accountability, community feedback handling, or protection-related roles.
• Familiarity with safeguarding, protection and referral procedures.
• Strong interpersonal, listening, and communication skills with demonstrated ability to engage respectfully with diverse groups.
• Ability to manage sensitive data with confidentiality and professionalism.
• Basic skills in data entry, report writing, and using digital or paper-based tracking tools.
• Fluency in English and local languages (e.g., Hausa, Kanuri) is required.
• Commitment to humanitarian principles, accountability to affected populations, and gender and social inclusion.

Skills:

• Flexible and adaptability;
• Interpersonal and cross-cultural sensitive;
• Able to work under pressure and with strict deadlines;

Behaviour & Attitude:

• Able to work in a sometimes fluid and insecure environment.

Special Conditions:

• Frequent travel to in-field locations within the programme area, and to other ZOA programme locations, and stay with the project implementation team for further guidance and support.

Salary And Other Terms of Employment

• Attractive and Negotiable.

Application Instructions:

The application deadline is 26th June, 2025. Therefore, Qualified and interested candidates can: “CLICK HERE TO SUBMIT APPLICATION”. It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy.

Website:
Official Job Website: https://www.zoa-international.com/careers

Note

• If you have questions about this vacancy, you can contact Musa Yaro, Office Manager, via email: [email protected]
• ZOA operates with an equal opportunities policy and is committed to diversity in the workplace.
• Qualified women and men, and cultural backgrounds, and candidates with disabilities are welcome to apply.
• CV’s of no more than 4-5 pages in length are appreciated.
• ZOA is committed to building a diverse and inclusive team and strongly encourage applications from qualified female candidates and persons with disabilities.
• Please provide at least 3 references related to your previous employment listed in the application. References of previous positions held should not be older than five years.
• Please note that ZOA carries out background and reference checks (including COTER) for all candidates as part of the recruitment process. As ZOA participates in the Inter-Agency Misconduct Disclosure Scheme, all reference checks include a written questionnaire: the “Statement of Conduct”, which will be sent to past employers regarding Misconduct (such as sexual exploitation, abuse or harassment).