Complaints and Feedback Mechanism (CFM) Assistant at Sahei Gender Development Initiative

Job Title: Complaints and Feedback Mechanism (CFM) Assistant

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 MEAL Team as required.
• Maintain a safe, respectful, and neutral approach when dealing with all feedback providers.

Requirements

• Diploma or Degree in Social Work, Statistics, 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 SGDI programme locations, and stay with the project implementation team for further guidance and support.

Application Instructions:

The application deadline is 25th July, 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.

Important Information

• Interested candidates should complete and attach their CV with Cover Letter following this format “Name_ Position you applied for”.
• Only applicants whose competencies meet the requirements of the position will be contacted.
• SGDI is committed to achieving workforce diversity in terms of gender, nationality, and culture. Individuals from minority groups, indigenous groups, and persons with disabilities are equally encouraged to apply.
• Applications will be reviewed on a rolling basis.
• SGDI reserves the right to close the advertisement before the stated closing date if a suitable candidate is identified.
• SGDI has a PSEA Policy that the successful candidate will be expected to comply with and promote.